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Answering Services
Who We Serve
About
"They just make it so much better."
My name is Terri Dancuse.
I am the Single Family Program Manager at Boston ABCD.
Boston ABCD runs heating and weatherization help for low-income households.
Each year, they support nearly 100,000 residents with the tools and resources necessary for transitioning from poverty to stability...
And from stability to success.
the problem
“We’re mandated to respond to client calls within 12 hours.”
Nights and weekends bring urgent calls.
Plus, the state requires ABCD to respond within 12 hours.
On weekdays, that’s easy. On weekends, the team risked being out of compliance.
Before Ambs, Boston ABCD's staff checked a shared voicemail.
That meant reminders on a Saturday, calls slipping through, and stress when life got busy.
They needed a way to catch emergencies fast and alert the right person.
ABCD needed a system that worked after hours, not just during the week.
It had to push notifications, route correctly, and make it simple to cover weekends and vacations.
But as it stood, they were stuck with:
No escalation protocols, just voicemail
Unclear workflows (who gets the call, and when)
No way to handoff calls after-hours
how ambs call center solves the puzzle
“We'd gotten quotes from a few different places.
“We'd gotten quotes from a few different places.
But Ambs was the best option for us.”
Ambs stood out because it fit the program and the budget.
The team liked getting texts instead of random phone calls, the reasonable rate, and multilingual support—which is vital in an area like Boston.
What Ambs brings:
Text alerts to the on-call lead
Scripted questions to qualify real program needs
Fair pricing that makes sense
Serving Boston’s diverse communities means connecting with people in the language they’re most comfortable using.
For Terri and her team, that matters every single day.
Many residents speak Spanish, and others speak Vietnamese, Chinese, or Russian.
Each caller deserves to be heard and understood.
That’s where Ambs Call Center stood out.
Their multilingual, 100% US-based team helps bridge those language gaps, so no one gets lost in translation.
It’s one more way Ambs helps public service programs like Boston ABCD deliver equal access, faster support, and better outcomes—no matter what language a resident speaks.
Compliance peace of mind
Urgent weekend calls trigger alerts, not voicemails.
Real qualification
Agents screen calls correctly, so only necessary cases escalate.
Less burnout
Fewer interruptions; weekends feel like weekends.
Easy coverage
Add a backup number for vacations or a work cell handoff.
Fast tweaks
“Super easy” to change wording or routing.
The “Aha” wasn’t one dramatic call. It happened over time as they saw the results.
That’s when it clicked.
This is the way to protect families and meet the 12-hour rule without burning out the team.
This was the pattern they saw from Ambs:
Fewer weekend escalations
Faster responses
Checks-in to make things better
Day to day, the system just works.
Ambs screens calls using their program rules.
Instead of 50 weekend calls, Terri gets one or two that actually meet criteria.
Nights and days off feel normal again.
More importantly, their callers are always cared for—no matter if it's day or night.
Choose a Reliable 24/7 Answering Service!
Onboarding is quick and easy—most clients are fully set up in under 5 business days! When you're ready, just follow our simple three-step process below.
Stop Missing Calls Now.
Choose Ambs Call Center.
When you work with us, you can be sure that the experience you receive is always tailored by and for your business' needs.
