Scalable, cost-effective call center outsourcing solutions for enterprise
At CMS, we understand that enterprise businesses have unique call center needs. That’s why we offer scalable outsourcing solutions customized to fit your specific requirements.
From Fortune 500 manufacturers to multinational financial service firms, we help companies across industries improve their call center operations while lowering costs.
Our enterprise-level call center solutions are scalable, so we can adapt to handle more volume during peak periods or as your business changes. We also offer a variety of automated call handling and messaging solutions, including IVR, mass notifications, and custom cloud applications.
And because we understand that security and compliance are critical for enterprise businesses, all of our solutions are delivered over secure networks with strict adherence to regulatory and industry compliance standards.
Make every call count
With so many technological innovations in business, marketing, and communications, it’s easy to assume that the days of phone calls are numbered. And this couldn’t be more wrong!
As the following statements prove, phone calls are here to stay as people continue to seek the human touch in their business interactions.
- More people prefer phone calls when managing customer service matters, especially when in-person communication is not an option.1
- Most customers choose to call when contacting businesses and have subsequently increased their phone use.2
- Both customers and businesses favor phone calls over all other mediums of communication.3
Knowing this, you’ll never want to miss a single call again — and CMS is here to ensure every single call is accounted for.
Experience the CMS Difference
Call Center Solutions Tailored to Your Needs
If it involves your phone calls, we can help! CMS provides live answering services tailored to your needs, from virtual receptionist duties to fully customized call center implementations. So whether you have a simple script to gather information from each caller or a complicated call escalation procedure involving hundreds of variables, we can deliver a professional, accurate, and efficient solution that helps you get more done for a fraction of the cost.
Employee Call-Off Hotline
It’s important to know when employees are arriving late or calling off work, and why. When an employee is absent, it doesn’t just affect that individual. It affects the entire company. An Employee Call-Off Hotline helps you track and stay on top of everything, from real-time call-offs to historical data by employee, department, location, and more.
- Immediate/Real-time Notifications
- Track Call-Offs by Individual Employee, Locations, and Departments
- Historical Call Reports & Metrics
- Online Dashboard with Reports by Infraction, Department, Reason, Day of Week, and More
- Track Reasons for Call-Offs, Type of Infraction, Shift Date/Time, and More
- Trend Analysis and Forecasting Daily Absence Rates
- Export Capabilities (Dashboard Data Exports into PDF and Excel)
Ethics Compliance
Fraud, theft, sexual harassment, waste, ethics violations, and other misconduct are issues that every organization must be prepared to deal with.
There are many ways that ethics violations and misconduct can harm a company, including legal consequences, reputational damage, poor employee morale, and lack of trust. When people engage in ethical misconduct, the consequences can be far-reaching and damaging.
Employees, shareholders, customers, and other stakeholders must have a means of reporting conduct that may be placing you at risk. Confidential and secure, our ethics hotline service is a reliable solution for collecting and transmitting sensitive information.
Mass Notifications
The CMS mass notification system makes it easy to communicate with precision. Quickly send voice, text, and email broadcasts to groups and individuals. Schedule broadcasts in advance, send them on-demand, or use automation to trigger notifications based on events or a predetermined schedule.
As a unified communication system, a single message from our mass notification service can be delivered via multiple channels, including SMS (text), email, and voice. Using multiple methods ensures each person receives your notifications promptly.
Automate reminders, broadcast voice recordings, manage emergency alerts, and more. Reach individuals across multiple communication channels, including SMS (text), email, and voice. Send text and voice messages in real time or schedule them in advance. Segment your audience by location, department, shift, role, and other parameters to ensure the right people receive each communication.
Customer Service Outsourcing
Since CMS opened its doors in 1967, we’ve had the rare privilege of providing top-notch customer service solutions for businesses wishing to reduce costs successfully without compromising customer satisfaction.
The longevity of your business depends on your ability to retain customers in this fiercely competitive market. Keeping current customers loyal to your brand is more cost-effective than finding new ones.
Our customer support answering service can help you ensure every call gets answered promptly and professionally. CMS agents can support product or service-related questions, billing inquiries, and general customer service needs. Additionally, we can help defuse difficult customer service situations and provide support after-hours or during high call volume periods.
You can keep your consumers happy and loyal to your brand by offering reliable telephone customer service with CMS.
Auto Attendant and IVR
A phone system that answers and directs calls is known as an auto attendant. On the other hand, an interactive voice response (IVR) enables callers to communicate with an automated phone system through speech or by utilizing a touch-tone keypad.
An auto attendant eliminates the need for a live operator as it takes your calls and automatically transfers them to the appropriate extension or phone number. An auto attendant can also switch calls and provide callers with general information like your location or business hours.
An automated phone system enables callers to find their target service, team, or location using a menu system (aka phone tree), which helps to prevent dropped or abruptly ended calls. It manages incoming calls like a traditional receptionist, except it never misses a crucial call or keeps a person waiting.
Computerized IVR systems can connect with databases, record information, intelligently route calls, automate procedures, and supplement the usage of human call center workers. As a result, modern IVR systems offer superior customer experiences while assisting businesses in cost reduction, scaling up, and implementing efficiency improvements.
Depending on your business, CMS can tailor a solution that combines a live answering service, auto attendant, and IVR. These services allow you to conduct your business efficiently while keeping costs to a minimum.
24/7/365
Availability
100%
Customizable
3,000+
Clients
99.99%
Uptime Guarantee
Benefits of Call Center Outsourcing
While it’s true that people depend on digital technology a lot when it comes to communication, nothing beats live answering services by CMS if you want to keep your customers, convert leads, grow your client database, and drive business profitability. We can help you:
Save Money
CMS helps you lower your operating costs. You don’t have to buy equipment or hire staff. Only pay for the time our agents spend handling your calls.
Remain Available
Be there for your prospects, customers, and employees with around-the-clock support. Our 24/7 availability keeps your business moving and ensures you never miss an important call.
Improve Service
Improve customer satisfaction by extending your customer service capabilities and delivering friendly human support on every call.
Grow Your Business
Grow and scale your business by capturing every opportunity, reducing distractions, and expanding your capacity.
Customers Expect to Reach You By Phone — CMS Ensures You Are Always Available
Calls are preferred for quick service
There’s nothing like a quick phone call to get a customer service concern resolved or addressed right away, so we totally understand why customers want to speak to a real person.
In fact, 50% of consumers (regardless of age) contact customer service using their telephone.4 They don’t want to waste time on an endless cycle of back and forth through email or messaging.
So, when you make sure there’s somebody professional at the end of the line taking care of your customers, you’re also showing them how much you care and value their time.
Don’t help your competition
Did you know that 61% of customers who are in the middle of the buying cycle call the business they’re interested in?5 Can you afford to lose out on valuable leads or prospective customers if you do? And can you bear the thought of them going to your competition?
At CMS, we know the rewards of consistently answering calls, as well as the consequences of ignoring or not being able to attend to other calls. One phone call can make a world of difference to your business, so we won’t be taking any chances. Neither should you.
Protect your reputation
Ever get that awful feeling when no one seems to be available to answer your calls, especially when there’s no other way to resolve your concern?
When people are made to feel ignored, you lose their loyalty. They start to question the credibility and reputation of your brand, so it’s no big mystery why 68% of customers leave a company because they think it doesn’t care.6
With CMS, you can build up your reputation and keep your customers loyal to your brand no matter what.
Say goodbye to voicemail
Answering machines may have been a novelty the first time they were introduced. Today, however, voicemails are not only considered productivity killers but are also untrustworthy — that is, people assume nobody ever listens to them and that they’ll never get their problem resolved.
Besides, other than baby boomers and Gen Xers, millennials and members of Generation Z probably make up a portion of your market, so it’s useful to know these younger generations can be averse to voicemails.7
So, better not leave phone calls to chance.
Partner up with CMS and see your loyal customer base grow like never before!
Benefits of Working with a Call Answering Service
There are many benefits of working with a US-based live answering service like CMS, including:
- Delivering 24/7/365 support to be competitive.
- Reducing costs — customize solutions and pay only for the service you use.
- Improving customer satisfaction by providing timely responses and assistance.
- Increasing productivity by freeing time for you and your personnel to focus on other business-critical tasks.
- Receiving the right calls based on your specifications — no more time wasted on non-urgent calls that can be addressed during business hours.
A Call Center Partner that Gets Your Business
Today’s highly competitive business landscape requires owners to make strategic decisions to ensure their brand remains relevant for years to come.
Every business needs to provide a top-notch customer experience, especially in customer service, tech support, general inquiries, shipping, and sales.
People calling in want quick responses and efficient solutions. If your business doesn’t meet these needs, your customers can switch to your competitor.
However, you don’t need to lose customers even when working on a budget.
With CMS call answering services, you’ll benefit in the following ways:
Customized and Personalized Solutions
Working with CMS means having the professional representation you need to make a good impression on prospects and customers.
Whether you need help with 24/7 support, call dispatching, customer service, appointment scheduling, or everything at once, CMS can tailor a solution that fits your purpose and budget.
Consider CMS as an extension of your office where everything can be personalized, from the scripting and instructions we use to patch calls, take messages, and notify you of calls to the number of people representing your business through voice calls.
Useful Tools & Technology
Call analytics and web-based dashboards help you stay on top of everything happening with your calls. You can even use on-call scheduling software to manage your on-call schedule anytime.
We can also enable seamless integrations with your business software or your CRM, so you can perform tasks like call data management and analysis using your tools.
Trusted Company Since 1967
CMS has been around since 1967 — over five decades of industry experience and expertise.
It’s no wonder we’re one of the most respected answering services in the United States and have been providing thousands of companies with virtual answering services and more.
FAQs
How much does an answering service cost?
At CMS, the total cost of the phone answering service a business chooses depends on the specific service and staff it needs. Ultimately, however, our clients only pay for the exact services delivered on their behalf.
Is your live answering service near me?
CMS has offices in Columbus, Ohio and Las Vegas, Nevada. However, this doesn’t mean our services are limited to these two areas. We can arrange for the phone answering services your company requires wherever you’re located in the United States.
What’s the difference between a phone answering service and call center?
In a live answering service, messages are taken and sent on behalf of a business by a third-party entity. Communication is also initiated by the customer.
A call center uses elaborate scripts to perform similar tasks, including qualifying leads, taking phone orders, and responding to frequently asked questions while also managing web chat and email. Call centers handle both incoming and outgoing calls.
How does a phone answering service work?
A phone answering service functions like an extension of your business. Whether you opt for after-hours or 24/7 call handling services or something else, the service provider works as your business representative, handling communication coursed through their services.
How do I set up an answering service?
If you’re in the market for a call answering service, you can contact CMS.
Once you’ve decided which phone answering service/s you want, we can set up everything for you.
Sources
- https://markets.businessinsider.com/news/stocks/how-companies-can-improve-phone-call-pickup-rates-2021-1
- https://phmg.com/blog/research-reveals-telephone-remains-customers-preferred-method-of-contact/
- https://www.mactech.com/2022/03/03/research-reveals-consumers-and-businesses-prefer-voice-calls-to-text-or-email/
- https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf
- https://hbr.org/2017/07/your-customers-still-want-to-talk-to-a-human-being
- https://ecommco.com/blog/68-percent-believe-you-dont-care.html
- https://www.nytimes.com/2014/06/15/fashion/millennials-shy-away-from-voice-mail.html