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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

The ABC’s of the Telephone Answering Services

ANSWERING the phone sounds easy and it is, until you have multiple competing activities going on around you.  BUSINESSES should be aware that 80% of callers will hang up if their call goes to voicemail or a machine (Fortune Magazine).  The COST of losing new business or your existing business because you can’t handle the easy task of answering the phone, should make you shutter.  Customers can DEMAND good service because there’s always someone out there ready to deliver when you can’t.

A live telephone answering service can provide the ultimate customer service EXPERIENCE.  Think about the FINANCIAL impact that personal touch can have when you welcome a new customer aboard or can support an existing customer with a human img_3554voice on the line.  People are fatigued with automated services and express GRATITUDE when they hear a “real person” welcome them.  Many of our clients ask themselves, “HOW did I go so long without you?”

We all like INDIVIDUAL attention when we’re looking for a solution or searching for services.  An answering service may be able to get the JOB done and set your business apart from the other guy that either doesn’t answer the phone or makes you navigate the telephone key pad.

Answer Bay Area taps into your KNOWLEDGE of what type of support your customer needs and we become your voice. Many people aren’t aware they’re talking with an answering service. We’re that good!  When you call for information, we’ll LISTEN more than talk, so that we gain the understanding of your needs.

We understand that people are very MOBILE and aren’t always at a desk.  You NEVER have to miss a call or OPPORTUNITY to give your customers and clients the human experience.  We’ve got that covered!

Each account is custom PROGRAMMED.  Just like snowflakes, no 2 are alike!  An answering service can ask the same QUESTIONS  you would to help ROUTE the call and provide the same STELLAR service.

TIME is precious and we all need to UNDERSTAND and VALUE what it means to new and existing clients.  No one wants to WAIT and WONDER (…Double U gets Double Credit) if anyone out there is going to call them back.  We’ve all been there and done that!  Your customers deserve an XENIAL atmosphere in which to do business with you.  Answer Bay Area answering service has YEARS of experience (and the awards to prove it) in providing just that.

Z is the last letter of this alphabet but don’t let the opportunity of working with an answering service like Answer Bay Area be the last thing you do today.  CALL or EMAIL us for more information and we’ll make doing business with us as easy as ABC!

 

 2015 Service Anniversary Award Recipients 

We would like to recognize and congratulate the members of our Tampa team who received our 2015 Service Anniversary Award.  They are an exceptional group of professionals and their dedication to their careers allows our company to be recognized year after year with ATSI Awards of Excellence for Outstanding Customer Service.

2015 Service Anniversary Award Recipients from left - Dee - 15 years, Betty - 5 years, Tracie - 8 years

2015 Service Anniversary Award Recipients from left – Dee – 15 years, Betty – 5 years, Tracie – 8 years

Dee – Customer Service Manager with 15 years

Betty – Customer Service Leader with 5 years

Tracie – Customer Service Representative with 8 years

We applaud their leadership and mentoring of new Representatives as they come aboard.  It’s their expertise in understanding the sophisticated technology we use, being knowledgeable about thousands of accounts and being able to treat each caller with respect and professionalism that allows us to pass on our excellence to all members of the team.

Congratulations everyone!

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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.

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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.

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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.

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Making An Impact

By:  Brie (3+ years of answering service experience)Answer USA Group Logo 4-15-13

First impressions can be tricky, nerve-wracking experiences – I know a lot of people who rely heavily on first impressions to give them a sense of who a person is, how they operate and what to expect from them in the future. We spend a lot of thought, time and energy on first impressions. Now that I think of it, humans spend a lot of time just thinking about first impressions and worrying about how first impressions will impact their relationships with others.

In this business it is important to make a good impression on every call you take and surprisingly, most people won’t recognize your voice even if they’re a repeat caller. I’ve had cases where I had taken a call for someone and get them on the line again on a different account for the exact same type of message.  They don’t recognize that I had just been speaking with them. I see this as another opportunity to change their day.

Whenever I have someone on the line I think about how I am impacting their day. This really helps me keep things in perspective. Time really matters in this situation – I try to improve the callers day in the short time that I’m speaking with them. If I’m only going to be on the phone with this person for 1 – 2 minutes I really have to be attentive to make an impact. One of the most important parts of my process is focus – I strive to give my callers my full attention. People can tell when you are multi-tasking (even over the phone) or if you are distracted and unfocused. So many callers are appreciative when you gather and confirm details they’ve mentioned that are important to them.

Manners are extremely important to me in my personal and professional life. Working in a call center environment has changed my life for the better. I always try to use my manners and I have had compliments on my manners in my personal life. For me, it’s all about consistency – everything we do is a practice. I’ve made manners my practice – both at work and at home. A genuine thank you impacts every day interactions on a very large scale.

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Answer USA Group Logo 4-15-13

AnswerUSA / qliqSOFT Secure Messaging

AnswerUSA Group is partnering with qliqSOFT™ to provide a secure messaging service to a Smartphone or office computer.  This service is fully compliant with HIPAA and HITECH standards, allowing clients to enjoy the ease and efficiency of text messaging without the concern for security and PHI data exposure.

Here is how it works:

Group members download the qliqCONNECT app from either the iPhone App Store or Google Play.

  • The qliqCONNECT app will notify the recipient of a pending message until it has been acknowledged, ensuring that no message is overlooked.
  • Also built in is the ability to notify the service that messages have been received through the app. No longer is there a need to call the service to confirm.
  • PC/Mac users can easily download the application from qliqSOFT.com

Here is why it is secure:

The transmission of the Protected Health Information (PHI) from our system to your phone is encrypted and secure.

  • The access to the PHI is through a password protected secure access point.
  • The PHI is protected with strong encryption on the phone and in transmission.
  • There is a built-in screen saver in the app that will require entry of the PIN after 5 minutes.
  • If the phone is lost or stolen, we have the ability to lock or wipe the qliqCONNECT app remotely.

Call us today for more information and pricing.  Let us help you receive secure, encrypted messages on your Smartphone.