Shift workers wanting to purchase theatre tickets at one in the morning can be frustrated to discover a box office that's only open when they sleep. Theatre staff may not even know they've missed a call, but are disappointed with low sales.
Encore TeleSolutions specializes in providing customized customer service when required. Twenty-four hours a day.
Formerly the Simcoe Message Centre, Encore TeleSolutions was recently rebranded to reflect a menu of expanded, high-tech services. Although the previous name is lost, the company retains the 45-years of collected experience in this business, and the recent awards tagging it as an industry leader.
"Our hometown answering service has grown up," says company president Kelly Doran. "With improvement in technology and telephony, we are able to offer a much broader range of services to our customers. We are now an extension of our customer's office providing live, real-time service to their callers whenever they call."
In addition to the reception duties that answering services are typically known for, Encore TeleSolutions also provides assistance in the areas of emergency response services, attendance reporting and recording, safety check-in, scheduling, registration and order-taking, according to Doran.
"We can function as your office, or complement your existing staff after hours or during busy time," she says.
Outbound calling needs for surveys, appointment reminders and customer service projects can also be met.
"We use a web-based software program for appointment scheduling that allows for immediate review or change from multiple points - including a client's office, our office or any computer with Internet access," explains Doran.
For client retention and quality service, some health care offices choose to have Encore TeleSolutions make the bookings, place reminder calls and immediately re-schedule cancellations.
"This eliminates the time wasted playing phone tag," Doran adds.
During an initial consultation, a needs assessment is completed and custom solutions are discussed. Appropriate communications systems are worked out as well.
This could mean sales are faxed to the client upon receipt, or phone messages are emailed twice a day.
It could mean a call to emergency services if an at-risk senior doesn't answer the phone when the regularly scheduled safety call is place.
"Lives can depend on telephones being answered," says Doran. That's why her company's backup system has a back-up system. As long as it never runs out of the fuel that supplies the generator, it can continue indefinitely without electricity. And, because Encore TeleSolutions is deemed an essential service in times of crises, it is eligible to receive emergency rations of fuel in times such as the extended blackout of 2003.
"We take our clients' livelihood just as seriously as their lives," assures Doran. "Our doors are open to discussing how our services can provide a financially-sound extension to yours."
Encore TeleSolutions can be reached at 705-725-0055.
