Call center has been key post-storm communication hub as utility companies, doctor’s offices, service contractors, and other local businesses experience outages and increased call volume.
COLUMBUS, Ohio July 2, 2012 – When power outages began affecting Central Ohio Friday afternoon, 24 hour call center and answering service Continental Message Solution (CMS) was buzzing with activity, handling calls for hundreds of local businesses. As offices closed and customers began reaching out for assistance, the center played a pivotal role keeping parties connected.
Utility companies, property managers, and service contractors received the largest percentage of calls, with tenants and residents calling to report outages and report storm damage. As the calls came in, CMS was responsible for providing up to date information and relaying call details to the appropriate parties.
“Our services are critical in times like these,” said CMS Director of Operations Richard Titus. “Not only are our clients receiving more calls than they can handle on their own, but in many cases they too have been impacted by the storm, making our call center the only link they have to their customers.”
With outages dragging into the new work week, several offices remain reliant on CMS for telephone support, including doctor’s offices and law firms.
“Offices that typically use us after hours are now utilizing us as a daytime receptionist,” Titus said. “With power out and office lines unavailable, forwarding calls to us and having us relay information is more effective than using voicemail or simply not taking calls at all.”
Karon Kujawa, Practice Manager at Blanchard Valley Women’s Care, agreed.
“Knowing that CMS is able to handle our calls gives us such peace of mind, especially when it comes to our obstetrics patients,” Kujawa said.
Continental Message Solution is a 24-7 answering service and call center outsourcing company based in downtown Columbus, Ohio. The company provides customer service, dispatching, and live telephone answering to more than 1,500 clients nationwide, including Fortune 500 companies and small businesses. Equipped with back-up power and redundant infrastructure, the company also acts as a disaster recovery call center to clients impacted by natural disasters and other emergencies. For more information, please visit https://www.continentalmessage.com.
Gere Jordan, Business Development Associate
Continental Message Solution, Inc.
41 S. Grant Ave.
Columbus, Ohio 43215