Answering Services: The Key to Client Experience

Contrary to popular belief, the Client Experience doesn’t start when they speak to someone on the phone at your firm. It begins when they first dial your number, and if they have to sit on hold for an hour or leave a voicemail, they’ve already had a negative experience and you haven’t had the chance to talk to them!

With a Professional Answering Service, potential clients will hear someone on the other end of the phone immediately. If their issue requires a delicate answer or they need to be assisted by an expert, the level one support that picks up the phone will be able to inform them that they’ll hear back as soon as possible with an answer. The end result may be the same as simply sending them to voicemail, but for the client it’s a significantly better experience.

However, in many cases their issue can simply be resolved by level one support! There’s no reason to overload your regular client experience team with these straightforward issues (password resets, SLA management, etc) when they can be quickly fixed  by a team that’s dedicated to them.

No firm wants to remain at its current size forever. We want to assist you in the inevitable scaling process as you continue to grow, and working with an Answering Service is the best way to maintain the attention your clients need without hiring too many new employees too quickly. We can easily work with your firm to ensure that you have the right Answering Service for your needs. It’s been a decade since the Forbes and New York Times report revealed that 80% of clients won’t even leave a voicemail, and things have only trended up since then. When a client calls your firm, day or night, they need to speak to a live person immediately. There’s no way around it.


Four Tips to Stay Motivated While Juggling a Full Time Job and a Side Hustle

Do you find yourself losing motivation throughout the day or partway through a project? With many tasks on your plate, it’s easy to get overwhelmed by the details and lose track of the big picture and what is driving you to get there. While you can’t expect to feel 100 percent motivated all of the time — some days will be more exciting than others — there are a few strategies you can use to keep your motivation levels up.

1. Keep your goals in sight.

Try writing down your goals on a little note, or even on a virtual sticky note on your desktop. Every time you see your goals, you will remember why you are doing what you’re doing and will feel more driven to keep going. You can also write down a mantra that really speaks to you. For example, “be the change you wish to see in the world” or “challenges make you stronger” may remind you to push through a challenging task.

2. At the end of each day, make a “did” list.

If you never feel like you’re getting anything done, it is hard to stay motivated. So, at the end of each day, write down a list of things you did accomplish. Seeing all that you’re capable of doing in a day will rebuild your confidence, which will keep you feeling more motivated.

3. Talk to others about your work.

What you are doing at work is probably more exciting than you realize because you look at it day in and day out. If you talk to someone else about what you are doing, their response may remind you of how interesting your work really is, which will restore your motivation and your own interest. If you’re talking to someone in your own industry, they may even give you some suggestions or insight to add a fresh, new appeal to your work.

4. Always have a plan.

If you have no idea how you will accomplish something, it’s tough to feel motivated. So, when you first begin a big task, write down a plan. Knowing you have an approach already mapped out will keep you driven and on-task.

5. Take time to rest.

When you’re juggling full time work and your side hustle, work can take over as you’re building a passion project. Taking time to rest and reset allows you to once again do your best work.

Motivation comes from within, and with the tips above, you can truly harness it and use it to your advantage. Greater motivation will lead to increased productivity and better work results.

It’s a Piece of Cake

“You can’t have your cake and eat it too” is a phrase often heard by professionals trying to manage their career, family, friends and their own personal time. This balancing act of juggling priorities, client expectations, family obligations and maybe even some downtime can lead to staff burnout, frustration and generally feeling pretty “crummy” at the end of the day.

Delegating administrative tasks including qualifying leads, scheduling appointments, or even simple after-hours message taking, allows you to maintain a professional and personal image. By being available 24/7/365 even if you’re not, also allows for you to retain and attract more clients looking for your services by being a warm voice on the phone regardless of the time of day.

An answering service allows for all of this to happen. With dedicated Agents, you’re able to mix work and life in the best way to suit you. From after-hours, overflow, or dedicated 24/7 Virtual Receptionist support, there’s no boxed recipe for all companies. Here is what we can do to make your life easier, while maintaining the productivity you need for overall business success:

1) We can help you avoid distractions: Whether you need to focus on a client, work on financials, or be on the job site we can take your calls, ensuring you’re not distracted by phone calls when you need to be focused.

2) Allowing you to work on the go: Who doesn’t want to know that their work is being taken care of by a team of courteous Agents while you relax on the beach, take a late lunch or put in a round of golf.

3) Save you money: As you only pay for the time that our Agents are in your account and taking messages, you don’t have to worry about vacation time, sick time, and full time wages of another staff member in house. We seamlessly represent your office, so clients aren’t aware they’re not speaking to your receptionist.

4) We’re programming private eyes: This allows for you to dictate your terms for your unique business. We ensure that every question or scenario is covered, and if we need to dig down for more effective ways to manage your calls, we do.

5) Relieving stress: Know that we’re here 24/7/365 and whether you’re in peak season, swamped by leads or clients, or just need to focus on a family in need, you can be confident that every potential client is treated respectfully, professionally and you can offer customer service on a higher level.

Missing calls leads to lost opportunities. Having a telephone answering service ensure that you’re able to be there for your clients and customers is truly a piece of cake!

How to Use Geo-Targeted Marketing to Build Your Company

In order to bring in new clients, you not only have to market your business, but also market it to the right people. With the rise of the Internet, this has become a bit more challenging. Post a sign by the freeway, and you’re marketing mostly to locals. Post an ad online, and you’re advertising to people everywhere — many of whom are not close enough to utilize your services. There is a way around this, and it’s called geo-targeting. Here are four ways to use geo-targeting in your marketing campaign.

1. Post direct ads through local venues.

Talk to some local venues, such as theaters, shops, and even healthcare centers. Ask if they would be interested in joining efforts to market directly to each other’s clients. You could post direct ads on their website, and they could post ads on yours. Most people visiting the website for a local business live in the local area, so they’re your target demographic.

2. Use geo-targeting options on social media.

If you use social media sites like Facebook, pay for sponsored ads. When you do so, you get to choose the target demographic to whom the ads are shown, and there is an option to show the ad only to people whose profiles indicate they live in a certain area. Cast your net a bit wide. For instance, include people who live in neighboring counties in your demographic, even if you do not usually have clients from that far away. These people may work closer to your offices or have friends or family they will recommend you to.

3. Coordinate your campaigns with local events.

When there is a big event, such as a city marathon or a street festival, take advantage of the marketing opportunity. Consider sponsoring the event in return for an ad posted on the event page. These events are also a good chance to do some physical advertising, such as print ads in the event pamphlets.

4. Use geo-targeted keywords.

When writing the content on your website, make sure you use geo-targeted keywords so that your site comes up with local searches. Examples of geo-targeted keywords are “construction company near ___” and ” ___ contractor services.” This will increase the conversion rate of your website.

Pioneering Women in Telecommunications

There is no better day than International Women’s Day to focus on some of the inventors that have changed telephony and the technology behind it over the past 50+ years. These women are a few of many who helped move telecommunications forward to the systems and Smartphones we have today.

Meet some of the trailblazers that have worked to ensure we’re always connected

Hedy Lamarr

Hedy was not only a famous actress, she also invented a “frequency hopping” program during World War Two. This program was used to ensure communication during German frequency jamming. She also worked on “Spread Spectrum” in which signals are broadcast more broadly then the original. This is now the basis for Wi-Fi and GPS applications. Although she was a creator, she was quite often overlooked in her accomplishments in technology. When she was finally recognized in 1998 by the Electronic Frontier Foundation, she is quoted as saying “Its about time.

Shirley A. Jackson

Dr. Shirley A. Jackson was the first African American woman to earn a Ph.D. from MIT. Her work in telecommunications research and theoretical physics set out the foundation for the following inventions: the fax machine, the touch-tone telephone, call waiting and caller ID. She has also served as the President of Rensselaer Polytechnic Institute and was part of Barack Obama’s President’s Council of Advisors for Science and Technology.

Erna Schneider Hoover

Dr. Erna Schneider Hoover is lauded as the creator of the “telephone switching network” which prevented system overloads by monitoring call centre traffic and prioritizing tasks, changing the telecommunications landscape, and fundamentally shifting the telephony industry. She was awarded one of the first software patents ever issued. Erna also came up with the idea for the system as Bell Laboratories wanted to upgrade their current process, and she was in hospital giving birth.

As we take today to celebrate the accomplishments of women, may we remember that “Technology Connects Us. Technology Unites Us. Technology Amblifies Our Power.”- Vivienne Harr


3 Tips For Advertising A Newly-Launched Business

Sharks can come in any size!



Even with the best planning, chances are that as a newly-launched business, your budget for advertising is going to be tight. Today, with so many marketing channels now available to small business, there are cost-effective methods for conveying your message without breaking your budget. Here are three tips for advertising your newly-launched business.

1. Put Your Website to Work

Today, like almost all businesses, you have a website. But does your website offer something more than just serving as an advertisement of your products or services? Content is still king! One of the easiest and most budget-friendly ways to get the attention of new clients who don’t know about your business’s offerings is to appeal to them with informative and relevant content. This is your opportunity to shine and establish yourself as a Subject Matter Expert and gain fans that can be converted into customers. And the only cost to your site’s visitors for informative content? Their email addresses; which gives you the ability to pursue leads and provide them with more information about your products and services.

2. Everyone Likes a Good Story

With so many businesses out there, why should someone choose your business over one that has been around for a while? The difference might be that you have a better story. Everyone likes a good story, and with all the free social media tools available; you have numerous ways at your fingertips to get yours out there. Facebook, Instagram and YouTube are great vehicles to tell your story to a larger audience. And inexpensive ways to advertise your new business.

3. Network, Network, Network

Word of mouth on its own with just a few people might not be enough to get your message out to your targeted market. The magic with word of mouth is the number of people who are talking about your business. Networking, whether getting involved with your community or joining trade organizations will get your business more exposure. Large scale trade shows might not be in your budget, but those conducted by local business associations can be a more affordable option for your new business.

These are just a few of the many ways that you can cost-effectively advertise your newly-launched business.