Frequently Asked Questions
Who is Answer Excellence?
Answer Excellence is an award-winning provider of answering solutions and business services. We offer a comprehensive portfolio of best-in-class services accompanied by sophisticated technology to improved efficiencies and assist with growing your business.
How long has Answer Excellence been in business?
With 30+ years of experience in the communications industry, you can rest assured that you will receive professional, high tech services that will fit any business need.
Do you service every type of business?
Yes. While our initial business focus was on the medical industry, we are experienced at designing answering solutions for every business type. Other popular industries we service are Law Firms & Attorneys, Real Estate, Retail, HVAC, Plumbing, and more.
Will my customers know they are speaking to an answering service?
It’s up to you! Our operators are experienced and can present themselves as an extension of your business or we are happy to communicate that we assist you with your telephone answering needs. Our call center is quiet and professional-sounding.
Are my home and cell phone numbers given to callers?
All phone numbers are considered confidential. If you wish to have your phone number relayed, we are happy to do so with your authorization.
How would you answer my specific telephone number?
Your greetings will be customized per your directions. This includes the answer phrase, information gathered, information provided to the callers, and how the message will be delivered. A typical answer phrase would be “Good morning, thanks for calling ABC Services, this is Susan, how may I help you today?”
Is there a customer support team in place in the event I need assistance?
Our staff is your staff 24 hours a day, 365 days a year. You may call at any time or contact us via e-mail. Full instructions are provided in our new customer information kit.
What methods of delivery are available?
The choice is yours. Here are a few of the ways we can deliver messages for you:
- Call you directly on one or more telephone numbers
- Leave a voice mail message for you to call the service
- Send an Alpha-Page
- Send an Digital Pager
- Send Text Messages (non-medical)
- Send E-Mail
- HIPAA-compliant Secure Messaging (medical)
Alternative protocols can be designed; call us at 800-854-6018 for a consultation.
We have multiple employees in our office. Are we limited to using the same type of delivery method for every employee?
No, you can use a different method for delivery for each person. That can include having different escalation procedures or hold times based on individual preference.
Can I forward my cell phone to your service?
Yes. You can get special busy and no-answer forwarding if you want the opportunity to answer each call first and have answering service secondary. Ask your wireless carrier about their options.
How long does it take to have my account activated?
This varies depending upon the complexity of the protocol. Once we receive your account information, our staff of professionals will set up the account and test your delivery procedures for accuracy. This usually takes about two business days for simple accounts. More complex accounts may take longer, particularly if an elaborate on-call schedule or external website is involved. Expedited processing is available for emergencies.
What areas do you service?
Answer Excellence is proud that our capabilities extend nationally as well as internationally.
We are an international company with many departments. The complexity of on-call scheduling is difficult. How do you handle routing messages to the right on-call person for each department?
Answer Excellence’s leading technology is automated which eliminates the risk normally associated with relaying messages to the correct on-call employee. You can rest assured your calls will reach the correct person.
How much do you charge?
Answer Excellence offers custom solutions that are tailored to your business. When we have jointly defined a solution, we will offer a fair price and equitable price structure that you will please you. We are eager to go to work for you and deliver the peace of mind that is needed so that you can focus on your core business.
For More Information
Contact us to learn about the many advantages we can provide for your business. Let our award-winning quality work for you, giving you peace of mind daily.