How quickly can I start receiving your call center and answering services?
It is very important that our customer account setups are thoroughly reviewed and accurate, so we will always make sure we take the time we need to get your answering service or call center account set up properly. Depending on the complexity of your account setup, we can normally have you up and running in 24-48 hours.
How do you handle my callers if I have locations in several states?
Whether you have one location or fifty, Acena will specify and deliver the required service for each location. It is totally up to you how you want your calls handled. There is complete flexibility in your account setup. You can direct everything to one call center, and we can maintain a site by site script.
How are your agents trained to ensure the delicate nature of my business calls?
Our hiring process is just the start for agents. After they have been carefully selected for critical attitude attributes, they are extensively trained in the subtleties of being an effective call center agent. We use a multifaceted approach to training, including material developed in-house, material developed by industry trade associations and extensive side-by-side listening sessions. Our best agents mentor our new agents, and much of the focus is on the nature of our business and how critical a link they provide between our clients and their customers.
How quickly do you answer my calls?
We measure our call handling times every hour of every day. Our average call is answered in less than 15 seconds and 80% of all calls are answered within 3 rings.
Are my callers going to experience any hold times?
Acena staffs according to call volume. In most cases there should not be any hold time. If there might be any hold time, it is minimal.
How do call center agents know what questions I need asked of the caller?
Every account is designed around the unique needs of that customer. From the very first contact that you have with an employee from Acena, we are learning from you. Our sales associate will gather the information needed to set your account up, including questions that you wish our agents to ask. If your account has some complexity, a complete script can be designed that will logically guide the agent and caller through the call in a seamless manner. Therefore, the agents have all the pertinent details in front of them when they need them. If you need to make changes to your script or your account, an Acena Customer Service Manager is available to work with you on those changes. We strive to handle calls as well as or better than our customers handle them in-house. We create an intuitive and intelligent work flow environment that inherently allows our agents to be able to handle calls better than most other services.