Meet the Humans
We are a 24/7 answering service connecting your customers to real live humans every day of the year! Our highly-awarded team has delivered over 70 years of service by offering complete customization to meet your company needs. Owned and fully-operated out of Austin, Texas each member of our company family is required to undergo an immersive training program as they are mentored and coached on providing first-rate customer service.
Our team is highly skilled in reassuring irate customers, transferring calls, dispatching calls, as well as gathering accurate customer information. We understand that some agents may need assistance finding other opportunities elsewhere, however we are proud to have a 20% turnover rate, the lowest in our industry. Our amazing agents are tenured at an average of 7 years, in some cases our valued team members have stayed with us for 50 years!
We participate in a program called The Award of Excellence sponsored by the Association of TeleServices International (ATSI). This is a quality testing program in which mystery callers place a number of calls pretending to be actual customers of our clients and record the calls. A panel of judges rate each call on a number of criteria including: courtesy, accuracy and overall caller experience. The scores are tallied and if the score is above an established benchmark we are awarded the Award of Excellence. We are proud that our people have won the award for 25 consecutive years!
Our current staffing level is around three dozen. This covers all shifts including nights and weekends.
Our call center is located in downtown Austin Texas which is where all of the calls are answered. We do not outsource our services. Starting in March 2020, with the onset of the COVID-19 pandemic, we acquired additional equipment and now all of our agents are answering and processing calls from home. They are all doing an excellent job and we are proud of the work they are doing.
Our employee turnover rate is one of the lowest in the industry at around 20%.
Our median tenure is 7 years which is extraordinary for this industry. Our longest tenured employee has been with the company for over 50 years.