What Makes Our Award Winning Staff Stand Out: Training, Empathy & Professionalism

When customers call your business, they’re not just looking for answers—they’re forming an opinion about your brand and whether or not they want to spend their hard earned dollars on your service or product.

One phone call makes all the difference. Your customer can become a loyal customer or a lost opportunity. That’s why who answers the phone and how a call is handled matters—and it’s exactly why our award winning staff are trained to be more than just a voice on the other end of the line.

1. Onboarding, Training and Upgrading Skills

We believe great service starts with great training. Our training doesn’t stop at onboarding. We continually support our staff with a variety of training courses to ensure their skills remain up to date. All calls are monitored and recorded for your records.

We provide training on:

• De-escalation techniques and handling challenging calls
• Building rapport, expressing empathy and handling each and every call with professionalism
• Understanding your specific business and industry terminology (we work with you on your phone scripting and more).
• Your offerings – including products and services so that we essentially become an extension of your business.
• Script customization – every interaction is tailored to your business
• Technology and software tools for documenting calls

2. Empathy and Understanding on Every Call

We handle every call appropriately and our team understands that some calls are sensitive—especially when it comes to employee check-ins, after-hours emergencies, or customer complaints.

3. Award Winning Professionalism that You Can Count On

Being friendly is important—but so is being reliable. Our staff are held to high standards of professionalism. In fact our staff is award winning.

Recent awards include 2025 Superior Agent Service Award (SASA) and Agent Award of Distinction for Overall Top Call by the National Amtelco Equipment Owners (NAEO).

When you trust us to answer your calls, we become an extension of your business, Our highly trained, empathetic, and professional staff are here to support your business 24 hours a day, 365 days a year.