By: Aaron Boatin on July 25th, 2022
Why Was There a Waiting List to Become a Customer?
There are many things that prospective buyers of telephone answering service expect. At the top of the list, are a prompt answer, minimal hold time, and timely call escalation.
In our 90 years in existence, we’ve never faced something so impactful as the Coronavirus pandemic. I’m proud of how dedicated our team has been, showing up 24/7 to help our clients and their callers. It hasn’t been easy, and we’ve all been working overtime to help our customers.
I spoke with colleagues from across North America at a recent call center conference. We discussed how everyone is navigating these strange waters.
During those conversations, one thing that was clear, no one’s seen anything like this.
The takeaways from those conversations were:
- Call volume is extremely high for everyone
- When calls appear is now unpredictable, making it hard to schedule to achieve service levels
- Finding staff to meet the increased demand is a huge challenge
Do What is Right, Not What is Easy
At Ambs Call Center's recent planning meeting, our team talked about each of these points. In fact, beyond just talking about it, we then decided to do something about it. Something that was unprecedented for us.
We stopped taking on new customers! Our responsibility is to serve our current customers and they deserve the highest quality of service possible.
Thankfully, we are now in a position where we are taking on new business. In fact, our team was just recognized for two quality answering service awards for 2022! We'd love to help your business grow in the new year and hope to speak with you soon.