Hi Chip,
I happen to work for a large Answering Service company. We can handle all of what you described in your message and can customize our solution to all of your needs. If you would like, I can have one of our sales folks get in contact with you for specifics and pricing.
Please let me know if you would be interested in discussing your needs. MAP Communications is a current corporate member of IAUG. I have also personally been a member since the International Definity User's Group days with several companies and wearing different hats.
Kind Regards,
Richard
Richard C. Browne, Jr.
Telecommunications Engineer
MAP Communications, Inc.
840 Greenbrier Circle
Chesapeake, VA, 23320
Phone: +1 800-955-9888 / +1 757-424-1191
Facsimile: +1 757-578-4963
Email:
rbrowne@mapcommunications.com <mailto:
rbrowne@mapcommunications.com>
Visit our interactive web site
www.MapCommunications.com <http://www.mapcommunications.com/>
Original Message------
Hi folks,
We're looking it changing our contact center's answering service that handles after-hours calls. Any recommendations out there? Requirements are:
- The service answers as our business, listens to caller's issue, offers to have either A) have an after-hours specialist (our staff) call them back, or B) take a message for specialists to call them back during business hours.
- We would provide (or perhaps even fill out a web form) the names and phone numbers of the on-call specialists that week, in order of priority on which specialists to contact if the main one doesn't answer (or doesn't return the call within a couple minutes).
- We would want a daily report from the vendor on: How many calls they got the night before, what was the general issue the caller needed help with, time and duration of call, which specialists were contacted, and which one(s) responded.
On our system end (AACC 6.4) we simply route calls to the vendor's phone number once the last agent of the day logs out.
Any ideas? Thanks all!
--Chip