Would like to know more about our customized services? Wondering how we manage to do all the things we do? So that we can give you some comfort in how we might serve you, read on or just give us a call anytime at (314) 735-8835 or 1 (877) 877-WIRE!
- What is a “virtual” or “remote” receptionist?
- Who answers my phones?
- How do you transfer a caller to me?
- How do you forward messages to me?
- How do you know if I’m available to take calls?
- Can you transfer calls to my cell phone or to my home?
- Can you return calls for me?
- Which phone number should I publish in the yellow pages or on my website, for example, so that my clients can reach me?
- How long does it take for you to set up to answer calls for my business?
- Can you handle email requests for service and page our field service operation when a request comes in?
- My business is located two states away. Can you work that far away from your call center, or does it cost more the further away you are?
- I’ve got 56 stores that I’d like to provide one number to call when something breaks down like the HVAC system. Can you set it up so you know what store is calling automatically?
- Is Phonewire HIPAA compliant?
- Sometimes we get calls from patients saying that they called, someone took a message and they were never called back? How can you help prevent that from happening?
- Sometimes my field service people are hard to get hold of. Any suggestions?
- Can we set up service to have a hotline number or alarm number automatically page our security person?
- Where do you provide service?
- What are your hours?
- Do you require a long-term commitment?
- How can I get started?
What is a “virtual” or “remote” receptionist?
We are a group of receptionists, working from our call center location, utilizing the most advanced telecommunications technology to personally and professionally handle your incoming telephone calls in a highly customized fashion so as to appear as if we were located in your own office.
Who answers my phones?
A bright, articulate, and friendly individual fully equipped to handle your calls in practically any manner you’d like. Our receptionists all answer your calls from our call center with high-fidelity telephone headsets and high speed computers ready to quickly assist your callers without delay or background noise!
How do you transfer a caller to me?
Many call-handling options are available and your account can be customized however you like, but the typical call-handling protocol for our virtual receptionists is as follows:
- The call is identified and answered. Information is gathered from the caller and they’re placed on hold.
- You are contacted and asked whether or not you wish to accept the call.
- If accepted, the call is transferred immediately. If denied, the call is either sent to voicemail or the receptionist can take a message is taken and delivered via email.
How do you forward messages to me?
When you activate your account with Phonewire, you can choose from several messaging options:
You can opt for voicemail boxes located within our system. When you are unavailable, we transfer callers there and you can optionally have us transcribe the voice message for you, for an additional fee, so you can read the word-for-word text of what they said on the screen of your cell phone, pager, and computer e-mail inbox. Or, if you already have voicemail at your office or on your mobile phone, we can transfer the caller there. Typically, we send our clients an email or text message notification to inform we have received a phone call on your behalf.
Other options include having messages taken manually then sent to you via email, fax, or text messaging.
How do you know if I’m available to take calls?
As long as you consistently update your status via email or phone, your receptionist is able to determine your availability instantly and transfer your calls accordingly. In some cases, we can also integrate with your Instant Messaging service provider to determine your availability.
When updating your status, you can issue instructions. For example, you may request to have calls transferred to your cell phone, calls held for an allotted amount of time, or detailed information relayed to your callers.
Can you transfer calls to my cell phone or to my home?
Yes. Phonewire can transfer calls to any U.S. telephone number you wish whether it’s an office line, home line, or cell phone. Many clients give us multiple phone numbers so that we have a variety of ways to reach them.
Can you return calls for me?
Yes. Phonewire can accommodate your request to make an outgoing call. We can make appointment reminder calls or simply return calls. In some instances, a client will email us a list of individuals they need contacted along with the information that needs to be relayed.
Which phone number should I publish in the yellow pages or on my website, for example, so that my clients can reach me?
When you activate your account with Phonewire, you are assigned a toll-free number that you may or may not choose to publish. You can also choose to continue using your existing phone number and simply forward it to your assigned toll-free number. Your clients will think they are calling locally.
How long does it take for you to set up to answer calls for my business?
We can set up service for the typical business in as little as TWENTY FOUR hours. For larger businesses with multiple locations and more complicated instructions, we like to put the system in place and make sure our operators are properly trained on your procedures before “going live.”
Can you handle email requests for service and page our field service operation when a request comes in?
Yes, we can handle incoming contact via telephone, fax, email, or a virtual private network (VPN) connection to your servers. If we do not contact the first on call contact we will not stop until we rely the message. We can also help you develop web-based forms for service and handle dispatch from our location to anywhere in North America.
My business is located two states away. Can you work that far away from your call center, or does it cost more the further away you are?
All calls are toll-free and we work 24/7/365 which means no matter where your business is located, callers will think they are reaching a local number that’s in the same time zone they are in.
I’ve got 56 stores that I’d like to provide one number to call when something breaks down like the HVAC system. Can you set it up so you know what store is calling automatically?
Yes, there are ways to automatically dispatch based on the telephone number calling and using dial pad functions. If we do not contact the first on call contact we will not stop until we rely the message. If you would prefer a single number hotline, our operators will follow your protocol to obtain the correct store information and dispatch according to your instructions.
Is Phonewire HIPAA compliant?
Our systems and procedures are HIPAA compliant. We can provide documentation and audit information if desired.
Sometimes we get calls from patients saying that they called, someone took a message and they were never called back? How can you help prevent that from happening?
All calls into call centers are digitally recorded. If we do not contact the first on call contact we will not stop until we rely the message. You’ll know exactly who’s not following up with customers or patients. Once everyone in the office understands that you know exactly where the ball was dropped, fewer get dropped.
Sometimes my field service people are hard to get hold of. Any suggestions?
Our job is to ensure that messages and dispatch orders are delivered on a timely and accurate basis. If we do not contact the first on call contact we will not stop until we rely the message. We recommend that field service personnel provide multiple methods of contact as a backup.
Can we set up service to have a hotline number or alarm number automatically page our security person?
Yes, automatic paging is available.
Where do you provide service?
Anywhere in the United States and Canada.
What are your hours?
Our receptionists are available 24 hours a day and 7 days a week to answer your callers anytime, day or night. We will answer each call personally, every day of the year! Weekends and holidays are no problem for us. We love our job and want to help you fall in love with your job again by letting us allow you a well-deserved break.
Do you require a long-term commitment?
Because we invest significant amount of resources in hiring and training the best personnel for your account, we do ask for a modest commitment. If you have a special application that will require our service only temporarily or seasonally, give us a call and we can work something out! If a commitment still concerns you, please don’t take your business to a competitor — please give us a call at 1-877-877-9473 and let us earn your trust!
How can I get started?
Simply call us at 314-735-8835 or 1-877-877-9473. Ask for Matt, he’s the President and will be glad to talk!
