Frequently Asked Questions About Answering Services
and Call Centers

How long have you been in business?

We have been providing telephone answering services for businesses in a variety of industries since 1986.

When is your Inbound Call Center open to handle phone calls?

Our call center operates 24 x 7, every day of the year.

Are you HIPAA compliant?

Yes. We take protection of patient information very seriously and have implemented levels of security to safeguard health data.

Are you dependable?

Most certainly. We have fully redundant call centers each backed with its own external power supply. Even if a local grid goes down, we stay up and running.

Why should I outsource my Call Center Services?

There are many distinct advantages to outsourcing your call center services. Sound Telecom:

• Allows you to sharpen your focus on core business processes by eliminating hard-to-manage functions.
• Provides immediate access to mission-critical functions and capabilities fulfilling your “need for speed”
• Frees up capital funds for other purposes
• Shortens the curve to excellence by leveraging our experience and expertise
• Reduces operating costs by utilizing resources not available internally (it's difficult to find, train and retain experienced personnel)

Is Sound Telecom large enough to handle our call volume?

In addition to Sound Telecom’s substantial in-house team of experienced agents, we have access to a large pool of affiliated agents across the United States in various time zones that we can tap into in the event call volumes spike beyond anticipated levels. We work for companies of all sizes, from sole proprietors to Fortune 100 companies.

How are calls routed to your agents?

With Advanced Call Routing, callers are directed to the agent with the most appropriate skill set. Skills-based routing and designated-agent routing properly match the type of call and the industry it belongs to with the best person to take care of that caller.

Can you screen calls and only notify us of emergencies?

Yes, when answering your calls, we will follow the exact guidelines you provide to meet your specific requirements.

Can you transfer incoming calls directly to me?

Yes, we have the ability to transfer your incoming calls to you. This is also known as ‘call patching’ or ‘call screening.’ Should you choose not to accept the call, we will take a detailed message and immediately deliver it to you.

Can you obtain additional information other than the caller’s name, telephone number and message?

Yes. We offer customized scripting, so we can collect any amount of information from your callers that you require.

Can you provide my customers with a description of my product or service?

Yes. If you provide us with details to incorporate into your script, we can effectively communicate with your callers about your product or services.

Can you take reservations for seminars or other events?

Yes, we can take reservations for any type of event. Our system even offers integration options to connect with your software.

Can you text my messages to a cell phone?

Yes, we can send your messages to your cell phone via text. Many of our clients have chosen text as their preferred method of message delivery. We can also email messages or send them to you through our secure app.

Can you send messages to more than one place?

Absolutely. We have the ability to send your messages to you and your team through multiple channels simultaneously based on your preferences.

How quickly can my messages be delivered?

You can receive your messages in real-time.

Can I receive a backup copy of all my messages?

Yes, all messages are logged to your secure online portal for you to review anytime you like.

Is a toll-free number included in the service?

Yes, we provide a free 800 number with every account. Or, if you prefer, we can issue you a local phone number instead.

How quickly can you set up my service?

All we need to start your service is a completed, signed agreement and payment information. Upon receipt of those items, we can have most accounts up and running in 48 hours.

How do I get my calls to your call center?

You can direct your callers to us by using the 10-digit phone number provided for your account. Or, you can call forward your own phone lines to the phone number we will provide. Call forwarding services are provided through the phone company or your phone system.

Do you answer calls with an auto attendant or live person?

We answer your calls the way you want. We do not require your callers to reach an automated voice prior to a live operator. Usually, we recommend live answering, but there are some instances when it makes sense for you to add an automated greeting up front.

Can I receive call activity reports?

Yes, you can log into your secure online portal at any time to review call activity reports and other useful metrics we provide.

Do you have a Quality Assurance program?

Yes. We constantly train our agents to meet the highest levels of quality and performance. Additionally, we record our calls and review these regularly with our agents. We also can build QA ‘forms’ around your particular project so that our agents know exactly what you expect and we can ensure that we meet that expectation on every call.