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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.

Call center agent taking calls
Smiling call center agent wearing a headset

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)
Hotline operator
Person typing on a computer with the words "compliance", "regulations", "law", and "standards" on the screen

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.

Close up picture of a person's arms at their desk with one hand typing on a keyboard and another using a smartphone
Image of a male customer service representative smiling while taking a support call

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.

Image of a finger pressing the number 0 on a dial pad surrounded by icons that represent a phone tree and touchpad options

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.

Graphic with text that reads "76% of customers prefer to contact customer service agents by phone."
Graphic with text that reads "85% of callers who don't get through to you on the first attempt won't call back and will call your competitors."

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.

Graphic with text that reads "67% of people end a call in frustration when they are unable to reach customer support staff."
Graphic with text that reads "80% of callers transferred to voicemail don't leave messages."

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!

Call Center Services for Every Industry

We have experience in every industry. From solo law offices to multi-national industrial companies, local plumbing companies to regional healthcare systems, we provide custom answering services to all types of businesses. Browse industry solutions

Healthcare Call Center Solutions

Technology and compliance demands continue to evolve, but in the healthcare industry, one thing remains constant: The need to deliver high-quality, patient-centered care.

Today’s providers must service patients using multiple channels and devices, and balancing those demands within a strict regulatory environment is a constant challenge.

Serving the healthcare community since 1967, CMS offers a full suite of contact center services designed to help modern medical practices thrive. From medical call center services integrated with your practice management software to interactive voice response (IVR) and automated solutions, we make it easy to serve the evolving needs of your patients. All while reducing costs and mitigating risks.

Call Center Solutions for IT

No matter the business, information technology plays a key role in process efficiency and data security.

Whether it’s a minor IT problem or a major issue, when IT-related issues arise, customers can get frustrated easily. They get even more upset and anxious when they are unable to speak with a live person.

If you want calls to be handled with utmost care and minor issues managed professionally, you can depend on CMS IT answering services, much like your external IT department.

We’ll take care of consumer inquiries and repair requests while you continue to work on higher-level tasks. We’ll handle a range of tasks, including the creation of work tickets, staffing your 24-hour helpdesk, Tier 1 troubleshooting, on-call help, escalations, and more.

With our team and without necessarily adding more people, CMS makes sure that your company is able to deliver excellent customer service in less time and at a lower cost.

Exterior of large manufacturing plant

Call Center Solutions for Manufacturing

CMS delivers superior communication to help manufacturers optimize people and production.

Manufacturing is the combination of processes, people, equipment, and facilities working in sync. Complex processes that CMS helps to keep going for manufacturing sector clients like Kraft Foods, Kellogg’s, Jack Daniels, and Marzetti.

Manufacturing call centers are more than public-facing live answering services. They are critical communication hubs handling everything from customer service to 24/7 plant emergency response. CMS offers a 3rd party call center solution that distributes information where it’s needed under any circumstance.

We support daily functions like attendance hotlines, employee call-offs, and shift availability notifications. We also offer multi-channel support via phone, text, or email. All with web-based accessibility that gives management ongoing status reports in real-time. CMS helps increase productivity while keeping overhead costs low.

Property Management Call Center Solutions

One of the key objectives of property management answering services is to ensure resident or tenant satisfaction. Therefore, aside from effective call handling, the prompt dispatch of the required services is also essential.

CMS’s customer service-focused call center solutions for property managers are created to lighten their current service load while delivering personalized call center experiences that make tenants happy.

You’ll also be glad to note that our services are a cost-effective solution for your company because you simply pay for the time our team spends on handling your calls.

Our call center services for property management can be tailored to meet your requirements, so you can easily provide directions or instructions regarding various scenarios, such as how we respond to calls, the questions we ask, and the data we supply and compile on your behalf.

We have the capabilities to fulfill the demands of your property management company. Our services include message-taking during business hours, after-hours maintenance calls, and daytime overflow. Our professional team can also handle office reception and property database integration tasks.

Customer Care that Rewards Guests, Retains them and Builds Loyalty

In the Travel and Hospitality industry, successful companies know that loyalty is fleeting. Customer satisfaction is vital, but often hard to find. Hotels, restaurants, travel agencies, event planners, and every tourism-dependent business know the truth of it. Guests expect and demand A+ service and CMS works to ensure your guests get it.

Imagine a front desk that never closes. Guest services that are always available. On-demand registration services, booking reservations with a live person anytime. We give travel agencies and tour operators the ability to easily schedule appointments at their convenience. CMS delivers solutions designed to make you rise above your competitors.

In the world of Travel and Hospitality, choice grows bigger every day. Hotel operators and travel agents know their industry couldn’t get more competitive.

We see superior customer service as an untapped competitive advantage. CMS delivers unequaled support to maximize guest services for hotels, restaurants, travel agencies, event planners, and all things tourism related. Our success is rooted in your success. CMS live answering services and customized hospitality call center solutions put your guests first. We deliver satisfied guests every time. It’s a simple formula – exceed guests’ expectations with superior service and let your competition worry about keeping up.

Superior financial service call center reduces costs and improves client communication.

Competition is ferocious and changes in regulations are never-ending. But the real enemy, the biggest threat to growth in the financial services, is poor customer service. Every point of customer contact is an opportunity for a profit or a loss. When a customer has a problem, they want 24 Hour access, across multiple channels. Failure to provide it puts even the most established clients at risk.

CMS helps prevent lost business and helps increase profits. We customize our call centers solutions to your needs and keep your clients happy. From basic answering services for financial companies, to specialized claims and transactional processing centers, we support accountants, mortgage brokers, insurance agents and financial advisers. Tailored call center solutions that meet diverse requirements, make the right impression, boost your bottom line and enhance your brand.

Integrate Your Existing Systems

We can integrate our answering service with the tools you use daily, making your life easier by streamlining workflows and keeping data synced across applications.

Image of some of the top software applications that CMS integrates with, including Slack, Paycor, ADP, Salesforce, Zendesk, Autotask, Halo PSA, Kronos, Zoho, and Workday
Image of some of the top software applications that CMS integrates with, including Slack, Paycor, ADP, Salesforce, Zendesk, Autotask, Halo PSA, Kronos, Zoho, and Workday

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.

Related Resources

  • Image of a receptionist taking calls in a call center with text that says "What Does a Virtual Receptionist Do?"
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Sources

  1. https://markets.businessinsider.com/news/stocks/how-companies-can-improve-phone-call-pickup-rates-2021-1
  2. https://phmg.com/blog/research-reveals-telephone-remains-customers-preferred-method-of-contact/
  3. https://www.mactech.com/2022/03/03/research-reveals-consumers-and-businesses-prefer-voice-calls-to-text-or-email/
  4. https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf
  5. https://hbr.org/2017/07/your-customers-still-want-to-talk-to-a-human-being
  6. https://ecommco.com/blog/68-percent-believe-you-dont-care.html
  7. https://www.nytimes.com/2014/06/15/fashion/millennials-shy-away-from-voice-mail.html