Angry Callers In the answering service industry there are going to be angry callers. In reality they are primarily stressed people looking for a solution to a problem. They are looking to be heard and assured that a qualified individual will assist them. How our agents respond makes a difference in providing an excellent customer…
Phone Customer Service Customer service, reviews and referrals have always been integral to companies. Great customer service leads to great reviews and happy customers refer their friends and family. But what happens when there is a bad customer service experience? It can ruin your brand and affect your revenue stream. We make our agents aware…
Welcome New Employees Alexis & Elena! In the past three months Kelley’s has welcomed two new bilingual agents to our answering service division. Kelley’s trains its staff on professionalism and courtesy to client’s, callers and fellow staff members. Each of our new employees takes HIPAA training when first hired, along with a month long training…
Millennials Kelley’s has many generations of employees. We have some Boomers, some Generation X and our new hires are predominantly Millennials. To say the least how each demographic interacts with each other, management and clients are unique. Our team recently reviewed the article from The Balance on “Tips to Manage Millennials” and found it very…
Answering Service for Funeral Home. When a family is dealing with a death the last thing they want to worry about is getting a voicemail when they are trying to call a funeral home. Having to wait for a return call only adds more stress and confusion to a grieving family during their difficult time.…
Live Answer Versus Prescreening Callers. At Kelley’s TC we typically have two types of clients. Those who want all calls answered as soon as possible with a “Live” representative. Those that want their calls screened prior to getting a “Live” representative. What are the advantages of each? And what is right for your clientele? A…
Holiday Telephone Coverage It’s that time a year again; the holidays are right about the corner. They come one right after the other, and without proper planning they can cause problems with your customer service process. This year almost all of them are going to fall on a weekend. Veterans Day: Friday November 11 Thanksgiving:…
Happy Anniversary Yvonne! Kelley’s would like to thank and congratulate Yvonne on her 3 year work anniversary. Yvonne is such an asset to our team. She recently accepted one of our team lead agent positions in our Kelley’s Answering Service division. She is always polite and courteous to the callers, clients and her fellow employees.…
Team Employee Appreciation! Here at Kelley’s we understand the importance of team employee appreciation! The stronger our team, the stronger our company, the better service we provide our clients! In addition to regular team building events we have 3 exceptional team members that deserve a shout out. Patty: Sales & Administrative Assistant Patty has been…
How much does the human touch really matter? Everywhere you look there is a computer, they help us with our work and even greet us on the phone. This makes some wonder if the human touch matters anymore. Computers are taking over some of our everyday jobs and tasks. Computers are more efficient, they can…