FAQ'sThe Service Center

FAQ’s

What all can you do besides answer the phone?

  • When we say we offer full-service support, we mean it. Our complex business model is designed to take care of every aspect of your business. We start by answering phones, text messages, web chats and emails because that’s where most small business are losing opportunities to contact customers and convert leads into sales, inhibiting their growth potential. After we help them grow by handling the phones, texts, emails, scheduling, etc., we usually move into other administrative roles such as: payroll, bookkeeping, HR tools (background checks and drug testing), event planning, technology management, advertising and marketing, website design/hosting/repair, social media management and advertising, funnel creation, CRM management (including sending birthday and holiday cards for clients), loyalty rewards programs, legal services, business planning, group benefits, health insurance, life insurance, retirement plans, credit card processing, buy/sell agreements, and more.

  • What industries do you specialize in serving?

  • We were created by small business owners, for small business owners. Specifically, the trade services. We cater to any self employed professional or small business, but we work best with those teams of 1-15 employees who have grown to a point where they NEED a part time or full-time receptionist, but don’t want to have to hire, train, manage, insure, and pay for a full-time employee. Since we are a fraction of the cost, we are a great fit for those businesses to help bridge that gap and grow to a point where they’re in a comfortable position to hire a full-time employee later on.
  • Our main industries are plumbers, electricians, hair stylists, massage therapists, cleaning companies, real estate agents, web designers, graphic designers, sales people, personal trainers, contractors, builders, disaster cleanup companies, restaurant owners (not the restaurant itself), chiropractors, law firms, attorney groups, dental service operations (not dental offices), butchers, bakers, candlestick makers, etc. Anyone who, when working with their hands or meeting with people, can’t (or shouldn’t be) answering the phone.

  • What areas do you service?

  • We service businesses anywhere in the United States and Canada who receive calls from the US and Canada.

  • What makes TSC different than any other virtual receptionist service?


    Location
  • All our agents are located in the Northwestern United States and we do not subcontract with any other call centers in any other countries. This means your callers will be able to clearly understand every word without any language barriers.

  • Price
  • Our average per minute price is $0.64, whereas our competitors are usually three or four times as much.

  • Teams
  • We have several agents; however, you will always have the same agent (or more agents for higher call volumes) answering the calls for you. This ensures that they develop a familiarity with your business and clients and provide a better service than a company who bounces your calls around a pool of hundreds of agents.

  • Efficiency
  • Implementation is completed in as little as a day. Need changes made to you script, account settings, call routing or more? We will make changes in real time by simply calling our helpdesk, or email them to us and have them uploaded in a few minutes.

  • Relationship Based
  • Implementation and Training: You’ll interact with your implementation manager as you would your own secretary. They’ll work one-on-one with you to get all the training needed to take care of your business and then remain your point of contact for the life of your account.

  • What is the difference between my office building’s answering service and TSC’s virtual receptionist service?

  • Your office building’s answering service may sound impersonal as they do nothing but take a message. We use a highly sophisticated script and call answering software so we sound as if we were sitting in your office as your own secretary./li>


    Do I have to get a new phone number?

  • No. We will provide a local or toll-free number for you to forward calls to, either conditionally (when you can’t answer) or unconditionally. The majority of our clients choose to use their existing number for marketing and advertising on their websites and social media, and not give out the number we assign them. Few cases may be those who want to use us to take calls first, then forward the necessary ones to them.

  • What hours are the receptionists available?

  • Our standard packages cover Monday through Friday from 9 am to 5 pm MST. After hours and weekends are available at an additional base rate, but the same price per minute. The six Major holidays are Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas day, and New Year’s Day. We are available to work holidays for $3-6 per requested hour (depending on demand).

  • Will I sign a contract?

  • No contracts! Our terms are day to day. If you want to stop service just let us know and your services will be stopped immediately, and an invoice will be created for the time used up to that point.

  • What happens if I go over my recommended plan minutes?

  • The more minutes you use, the less per minute you will spend. This is exactly the opposite of our competitors that like to throw on overage charges. You see, we automatically bump you up to the next package when you reach a certain threshold and reduce the price per minute – saving you money!

  • Where are you located?

  • Our headquarters are in Boise, Idaho. Our agents reside in Idaho and Utah. Our agents can choose to work from home, or on-site and all calls are monitored and recorded to ensure excellent call quality.

  • Do you offer bilingual services?

  • Yes! Let us know if you need Spanish receptionists and we will assign our bilingual team to handle your calls.

  • How do you handle calls after hours?

  • If you choose not to subscribe to the after-hours packages, you can customize how the calls are routed. Most clients prefer to have them answered by our voicemail systems and calls returned by our agents the next business day. Other options include transfer to 3rd party (like a cell phone), or have a directory that the caller can select an emergency option to be transferred to someone on-call or leave a message.

  • Can you make outbound calls?

  • Yes! And there is no added cost for outbound calls. It’s billed at the same rate per minute as dictated by your plan. We can help you create outbound sales campaigns, appointment scheduling, reviews and referral creation campaigns, and more. You’re responsible for providing the lists (or we can do the data entry for you at the special project rate), and vetting your list against the National Do Not Call Registry. We will track the metrics such as number of calls made, people reached, appointments set, and follow up to see which appointments resulted in closed business. This will accurately show how much your return on investment truly is. Tracking is essential!

  • How much will this cost me?

  • That all depends on how many calls you get, or projects you hire us for! Our smallest plans are as low as $79 per month and/or $0.49 per minute. But on average, our clients pay between $200 and $500 per month. Compared to the cost of your own employee, with us you get far more efficient work done at a fraction of the cost!

  • How are your prices so low?

  • Other contact centers that offer 24/7 service are charging you for burning the midnight oil, when in reality very few calls come in during that 9pm to 8am shift. By closing during those hours, we keep our overhead lower. Also, since most of our agents work from home, our office overhead is minimal. We built our business model after a shared-cost approach so you’re essentially partnering with our other business clients in the cost of a full-time employee. But, instead of a fixed amount… you’re paying a smaller base rate and your fair share for the minutes used.