Alternative Office is committed to providing you with the information you need. If after looking through these FAQs, you still have a question; please email us at sales@answering.solutions.
What does Alternative Office do?
We are a web-enabled customer contact call center. We blend phone, e-mail, text, fax, and voice mail into one Communications Services channel and deliver it through Customer Service Representatives “CSRs'” via a secure network. We are customer service specialists.
What is the up-time of the Alternative Office system?
Last year we were up and running 99.94% of the time. This is among the best of the service providers in the world.
How extensive is your training?
A new employee is required to take 3 – 5 weeks of training. Training includes a corporate introduction, manuals and CD ROM education, silent monitoring, and hands on training with our Head CSR.
Where can I find a Toll-Free number provider?
Look no further! Alternative Office can do that! And they are offered to you at not additional costs! Contact us for more information.
Who is the person who can help me if a message was incorrect?
If you have a question or a concern with the way a call was handled, our Operations Manager is your best contact. She is in direct control of day-to-day operations, and can research the incident. You may also FAX or E-Mail information (to the attention of our Operations Department) detailing the Date, Time of Day, Caller’s Name and/or Company Name, and the problem that was experienced with the call.
When is the best time to fax you updates to my account, or changes to my on-call schedule?
If at all possible, this should be done before 1 PM. Items received by that time should normally be entered prior to check-out on the same day. You may also access your account information online, with changes made in real-time!
Do you require a long term commitment from your clients for “Customer Relations Messaging” CRM services?
NO. However we are dedicated to developing long-term relationships with our clients, and we would like to enter into some form of longer-term agreement. Though this is not required, we feel it would be beneficial to both parties.
How soon can I start?
For CRM services, generally 1 day, enough time to program our system and to adequately train our CSR’s. Several factors can either shorten or lengthen this timetable, such as:
Our operation’s work flow
Our programmer’s work flow
The timeliness of your project information
Factors like holidays, vacations, or other events. We are committed to implementing new projects as quickly and as efficiently as possible and we will make every effort to work around any deadlines or timetables that may affect your project.
Do you answer and make calls in the name of my company?
Yes. In most cases, your customers / prospects will not realize that they are speaking to a 3rd party. All calls are handled on behalf of your company and in the manner that you choose.
How do you charge for CRM services?
CRM services are most often charged on a “per minute” basis. Thus, our clients pay us $____ per minute for the exact time that we are on-line with their customers, to the nearest second billed in 6 second increments. We will also charge a one time setup charge and we do not require our clients to exceed a weekly minimum amount of usage. Because you only pay for the time you use, our services are normally very cost efficient because our clients do not pay for the “dead time” between calls.
Why do you need an answering service?
Alternative Office’s clients are guaranteed that they will never miss a call. Your business is conducted 24 hours each day by our highly trained CSR’s in providing customer service in a timely matter. We have Supervisors on staff 24 hours a day to insure our clients receive the best professional service.
Never miss important calls
Increase your productivity and profit.
Vacation and sick time coverage
Messages verified and accurate
Have your calls screened
No need to hire a secretary to answer your phone
Voice Mail Is Time Intensive
Answering Machines Malfunction
No more hang up calls
Save time and money
Messages given to you immediately via Text, E-Mail, Fax, or directly
Keep your business open 24 hours a day, 7 days a week.
How does Alternative Office, Inc. work?
We will assign you a local or Toll Free number to your account. Our Virtual and Toll Free numbers are at NO ADDITIONAL COST TO YOU!
You DO NOT have to change your business telephone number! From your business phone, you would simply “call forward” your existing telephone line to the number we assign you. Your callers may dial either your number or the number we assigned to you.
Our customer service reps will answer your calls with any message phrase you desire… for example “Good morning, Jones and Parks Company, how may I direct your call?” . We would then take the message from your callers and deliver to you via text, E-mail, Fax, or direct.
How do I get my messages?
Our Customer Service Reps (CSR) at Alternative Office, Inc. operate on state-of-the-art computer workstations, which log and record each transaction. When we take your messages, they are entered directly into our computer system as the caller is speaking. We have the ability to:
Fax the message to your office
Send Text messages
Email the message to you
Patch caller to you
Contact you directly
Record to voice mail
Any combination of the above
Messages stored in our computers may be retrieved immediately by any CSR for you to have read back or confirmed to you. All conversations are also voice-logged for quality control and can be listened to and e-mailed upon request. You may also access your messages and company information online.
At Alternative Office, we always answer your calls by a live CSR. calls are answered normally by the third ring. Our CSR’s go through extensive training before they are allowed to handle a “live call”.
Can you separate “urgent” messages from routine or solicitor calls?
Yes! When you first set up your account , a sales representative will take all of your information on your business or you may fill out our online Account Questionnaire.
Details such as:
your business hours
names of your employees who will be receiving calls
What calls you want to be reached for
Instructions you may have concerning the proper answering of your calls
Unlike an “Voice Mail”, our CSR’s will have the complete information of your company appear on their screens as soon as the call comes in. The instructions you have given will be followed completely and accurately, assuring you the highest quality service to you and your callers.
Who is Alternative Office, Inc.?
Alternative Office, Inc. is a provider of telephone secretarial and business support services. We are located in Lawton, Oklahoma. Our company is flourishing as the premier “answering service” in the Southern regions of the US.
Our service has operated 24-hours per day/7-days per week since 1964. We have a back-up power supply that is designed with more than ample capacity to meet all of our system and electrical requirements for extended periods of time.
When is my payment due?
All payment terms are due on 5th and must be received by Alternative Office no later than the 15th of the month to avoid late fees. You can verify the receipt of a payment not received by the closing date by contacting our billing department. You may pay your bill online at www.answering.solutions anytime via all major credit cards and ACH.
Since our costs are primarily variable costs, we maintain “a tight ship” in regard to our accounts receivable.