When a company is considering which live support provider to partner with, they often don’t think about what each answering service has done to make sure they are able to remain fully functional at all times.
Seattle, Washington (PRWEB) June 26, 2014
Sound Telecom, a veteran in the telecom outsourcing industry, has unveiled a unique article titled “Brick House Answering Services Can Handle the Huff and the Puff.” The piece focuses on an often overlooked aspect of answering services that should strongly be considered by companies who partner with call centers. That fundamental facet is the steps that an answering service has taken to ensure that they are able to stay up and running no matter what.
Brian Gabriel, the author of the article, acknowledges that it is no secret that the use of answering services are a great way for businesses to continue operating when they experience local emergencies. However, when a company is considering which live support provider to partner with, they often don’t think about what each answering service has done to make sure they are able to remain fully functional at all times.
The piece begins by using the Three Little Pigs metaphor, questioning why any business would trust an answering service that isn’t the house of bricks. It states that the Big Bad Wolf could be anything from technical glitches, system failures, and power outages, to lack of staffing due to bad weather or illness, or natural disasters.
According to the article, the location of the call center is a very important consideration. A business would be best off choosing a partner that is not located in places prone to bad weather like hurricanes, earthquakes or tornadoes that could impact operations, has a trustworthy local power supply, and an educated population for staffing purposes.
The steps an answering service must have in place to ensure compliance with HIPAA, PCI, and other regulations is then discussed. Much of the article follows by focusing on all of the redundancy that must be built in to every facet of an answering service so that there are always fail-safes in place. Backup redundancy at every juncture ensures that good answering service providers are always functional and helping businesses no matter where those companies are or what challenges they face.
When asked why Sound Telecom chose to release such an article, their Marketing Director, Andrew Tillery, replied, “First, we wanted to make sure that businesses who are shopping for live answering support are looking at all the right things when making their decision. And second, we hope that this article will help to hold the answering service industry accountable. If more players in the call center world step up their game and establish a brick house approach, I think everyone, from the service providers to the businesses who choose to team up with us, are going to benefit greatly.”
To view the full article, please view it here:
About Sound Telecom
Since 1986, Sound Telecom is a leading provider of 24 hour Telephone Answering, Call Center and Cloud-based Communication Services, professionally serving thousands of customers throughout the United States and Canada with USA based agents. Sound Telecom has offices in Seattle and Spokane, Washington. For more information, please visit http://www.sound-tele.com.
About Brian Gabriel
Brian Gabriel is the Chief Operations Officer for Sound Telecom, a prominent twenty-eight year old call center outsourcer, and he is a frequent contributor to the Sound Telecom Blog, which is designed to impart useful information to businesses and entrepreneurs.
Andrew Tillery, Marketing Director