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Capacities
Call Insights is designed to handle both low volume and high volume
accounts. We have the capacity to process hundreds of phone calls at
once. To give you a better sense of scale here are our relative matrices
from last year.
Call Volume – We processed nearly 6,000,000 calls with 4,000,000 calls
being answering service specific and associated emergency maintenance
dispatch.
Proportion of Types of Calls – 97% Apartment related and 3% Medical &
Non Apartment related. About 75% were standard office calls with 25%
being after-hours maintenance and courtesy calls.
Hours of Coverage – 24/7
Average Call Duration – 53 Seconds
Average Wait Time:
Automated Service – Less than 1% have any wait time
Call Center Direct – Average is 6 seconds with a maximum of 2 minutes
Percentage of Dropped Calls – About 4% of total inbound calls
Why? Dropped calls come in 3 varieties determined by our call ID and
callback information:
• Interruption – 5%
• Self-Generated – 94%
• Caller – Well Under 1%
In-House IT Department
Technology is a large part of Call Insights and our IT professionals
designed the system from the ground up. Many answering service companies
outsource their IT needs to a 3rd party reducing the efficacy and the
speed at which problems get solved and updates get installed. This is
just another feature that demonstrates our commitment to you.
Reliability
You don’t last 11 years in this industry without being reliable. Call
Insights takes great pride in our ability to succeed where other
companies fail. Many problems beyond our control can interrupt our
ability to help you. For instance, power outages and phone lines being
cut. Having back-up systems in place is essential to continuing service
during these times. We have multiple solutions.
• 2 call center locations in case problems occur at one
location
• Back up generators to power the data center in the event of power
outages
• 24/7 emergency hotline
Four Secrets About Answering
Services
#1 Most of the technology used in the telephone answering service
industry is out-dated and woefully inadequate. Very little advancement
has been made in off the shelf systems. Many services are running on
decades-old technology.
Questions To Ask:
“Tell me about the platform supporting the business.”
“What is your budget for IT?”
“When’s the last time you upgraded your system?”
“How old is it?”
#2 Quality IT support is difficult to come by for answering service
providers.
The best and brightest IT professionals are not interested in working on
yesterday’s technology. The answering service market is too small
to justify building the modern applications that attract top IT talent.
Questions To Ask:
“Tell me about your tech support resources?”
“Is your tech support in-house or out-sourced?”
“What are the qualifications of the person(s) responsible for tech
support?”
#3 Many services are running dangerously close to the limitations of
their systems.
Once an automated service reaches 250 to 300 accounts in size, the
probability is
high that another 40 or 50 accounts will significantly diminish the
system’s
performance. There are no easy fixes. The next step up would require too
much
investment for most small companies.
Questions To Ask:
“How many accounts do you currently service?”
“What are the specifications of your system?”
“How many accounts can your current system handle?”
#4 The term “Customer Service Department” can be a euphemism for one
person with a cell phone. There is a major barrier to entry that
prevents most answering services from achieving the critical mass to
support the necessary resources to get the job done right.
Questions To Ask:
“What is the make up of your customer service departments?”
“Do you have 24/7 customer service?”
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