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Serving the Tampa Area for Over 30 Years
(813) 933-1660
✓ 24/7 Answering Service
✓ Virtual Receptionist
✓ Sales Lead Capture
✓ Appointment Scheduling
✓ Employee Call-in Lines
✓ Customer Surveys
Part of the AnswerUSA Group

A Career Operator

By:  Dee  (15+ years of answering service experience)

I remember my first day at Answer Bay Area.  I had no idea what an answering service did, with the exception of answering the telephone on behalf of companies and doctors’ offices.  I was amazed at the call volume and variety of call types that my instructor handled as I looked on.  Within hours I was answering calls with an experienced operator by my side.  I was so terrified that I did not think I would be back the next day.

I remember the first mistake that I made was calling a doctor with a routine appointment call.  He quickly realized that I was new but took a moment to encourage me.  He assured me that I would get the hang of it.  He did not know that made my day and I decided I would give myself a chance to learn the answering service business.

Once on my own, I realized that we are here to help people by taking a message, being compassionate to their needs or just being nice to someone. I have irate callers that I have to take deep breaths in order to be overly nice.  Surprisingly, some of them offer an apology for taking their frustrations out on me.

We receive sad calls from people whose spouse has passed away during the night and from hospitals notifying the doctors that a patient has expired.  We also receive the occasional funny story.  I took a call from a parent whose child had stuffed a green pea up his nose and the mother was laughing so hard she was having trouble giving me information for the doctor.

Over the course of my career, I have left the office realizing that I have helped someone each day, whether it’s a caller, a client or an operator.  It makes my job fulfilling each day.

2015 ATSI Award of Excellence

Outstanding Service Earns Pearl Award of Excellence – Six Time Award Winner

ANSWER BAY AREA ANSWERING SERVICE wins coveted ATSI Award of Excellence

ANSWER BAY AREA has been honored with the exclusive ATSI 2015 Award of Excellence for the 6th consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK.  Answer Bay Area  was presented with the award at ATSI’s 2015 Annual Convention held at Hilton Torrey Pines, La Jolla, CA.

“We are very excited to have earned ATSI’s 2015 Award of Excellence for the 6th year in a row.  This marks a spectacular increase in ranking over 2014.  Our dedicated team of professionals, lead by Dee Starling, works very hard to ensure that we consistently deliver excellent service to our clients and their callers, year after year. The results make us very proud and motivate us to continue our hard work.”, says Gardner McLean, President of Finger Lakes Business Services, Inc.

 Independent judges are contracted by ATSI to evaluate message services over a six month period.  The scoring criteria includes:  Response Time, Courteousness of Rep, Accuracy of Call, Knowledge of Account, and Overall Impression of Call.

“The ATSI Award of Excellence is the most prestigious recognition of exemplary customer service in our industry.  Award recipients demonstrated the highest level of service throughout every aspect of a caller’s experience – exceeding the award’s rigorous criteria and customer service standards.  It’s quite an honor,” says ATSI President Jeffrey W. Zindel.

The award started 19 years ago as a means to improve the overall quality of the call centre industry by setting expectations and measurements to ensure a successful call handling experience.

Now a six-time winner Answer Bay Area  earned the Pearl Award for six consecutive years. ATSI extends its congratulations to the staff of Answer Bay Area   on their proven quality service to their customers.

Ray Schremp, VP of Operations says, “We participate in the ATSI Award of Excellence program because it is a great way for us to reinforce the high standards we set for ourselves.  Excellence is something that you have to earn with each incoming call.  Our participation also encourages all of our employees to work toward a common goal – outstanding customer service.”

About ATSI

The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services.  ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.

 

 

Answering Service Representatives ~ What We Do Matters

By:  Betty (Answer Bay Area Representative with 5+ years experience)

 The first time I really thought about the role of an answering service was during my interview with our Vice President of Operations.  He explained that our company has clients that are doctors, apartment complexes, funeral homes and, home remodeling companies, just to name a few. I remember leaving the interview thinking “This is going to be easy work; I mean, how difficult can it be to answer phones and relay messages?”

As time went by, I realized something.  We get the irate caller, the rude person because a medication refill was not called into the pharmacy or because they are not able to schedule a routine appointment on a Friday night.  But then there is the call from the husband arranging funeral services for his dying wife, the chemo patient having reactions to medications, the first time mom with the baby running a high fever in the middle of the night, the assault victim crying for a support team, the code blues from the hospitals…

We help people when they need it most; more often than not, calls come in when there is a true emergency, when someone needs assistance as soon as possible. I can only speak for myself, but I think that most of us at the end of some shifts feel like we have been on an emotional roller coaster.

There are funny moments, sad stories and then of course the times when you just want to wrap up the call….but at the end of day we go home realizing that what we do matters to someone and somehow that makes it worth it.