Answering Service Call Center, Incoming Call Management, Virtual Office

Business Centers Of Missouri, Inc.

We make your life easier by helping your staff communicate with each other and your customers, improving customer service, sales, retention, company efficiency and customer service.

How we help you

We have provided answering service, call center services, and customer service call center services to clients for over 39 years. We now integrate live answering service, virtual receptionist, interactive voice response, voicemail with fax, and speech-to-text services to offer a complete suite of virtual office services to our customers. We have expanded our services to include sales tracking and mining data from your telephone calls to spot first time or occasional callers that are potential clients with our call strategies internet-based sales lead software. With these integrated tools, we can build a custom system to meet your communications needs.

Proof of our attention to detail and quality

Our website uses actual photos of our office, facilities, its construction, generator, buried propane tank, isolated computer room and customer testimonials so you know its real.  No clip art, or stock photos to hide behind, our information and attention to detail should be evident when you look through our information.  Quality comes from constant planning and attention to detail, not from a couple of key items but many different items being planned and executed well.  All of these in combination allow us to provide both excellent cost effective service.  If you have a question, feel free to ask us.

We understand how valuable your calls are to you

In today’s 24/7 worlds, communication between your customers and employees has a major impact on your business efficiency and success. With many businesses doing 10 to 25% of their business after-hours, you can’t afford to trust the management of those calls to just anyone. The most important aspect is having someone to make sure customer calls fulfill the customer’s needs and handled properly. Besides good service, we provide call recordings and extensive reports so you can properly supervise exactly what happens with your after-hours business. 

How you can lose or gain customers, possibly forever!

If your customer needs to get in touch with you for a complaint, urgent or emergency situation and they can’t reach someone, they will call your competitors until they do. You have just left the door wide open for your competitor to steal your customers.  In the same case if a competitors customer can’t reach them, calls for you and gets handled professionally and connected to someone to help them, then you just gained their customer.  Which scenario do you want?

We have an understanding of external networks and system we rely on to handle calls

We have an understanding of the systems we rely on such as paging, texting and cell phone systems allowing us to pin down problems associated with dispatching calls to your personnel. We have also been able to find problems in our vendors’ networks and helped resolve them. 

Quality is guaranteed with documentation and call recording, you have control of your business

If there is ever a problem or question, you can listen to the call and determine exactly what happened through documentation and call logging. Through this innovative system, you can see who dropped the ball - the customer, the company, or the employee. For example, a company fires a good after-hours tech when calls were reported not answered and customers were being lost.  In reality, the call was never answered because of the cell phone forwarding service the company was using. Not only did the company lose business, it lost valuable people trying to save money by forwarding to a cell phone, and worse yet, the owner had no documentation of what really happened. If documentation had been present, the company would still have their good employee and the issue would have been resolved successfully.

Multiple levels of service (see Communication services offered)

We understand that not all customers need the same Type or quality of service. That’s why we offer multiple packages that still provide a high level of satisfaction. You’ll find the perfect package that will fit both your needs and your budget.

Custom solutions for customers

We pride ourselves on being able to solve problems that other companies can’t. We have developed custom programs to filter e-mail reports from a HVAC program to dispatch urgent alarms for a mechanical company, we developed special databases for dispatching national calls, and we developed a program to data mine new customers phone numbers out of our customer’s caller ID information. If you have a special application, just ask and we will create a solution for your business.

Emergency operations -We keep you running during fire, flood, power outages and disaster.

We can be part of you disaster plan. In short, a portable generator is not an emergency operations or disaster plan. Over the years we have kept many companies operating when the unexpected happened, from sprinkler malfunctions, floods, water main breaks, fires, AC and power disruptions, ice storms and tornados etc. We have kept the doors open for many of our customers with our specially engineered building, auto-start generator, and enough propane fuel on premise to operate for 12 to 15 days without refueling.  We also have generator oil and filters for the 7 oil changes needed to operate on generator for over 30 days.  In ice storms or wide spread disasters you won’t be able to run out and buy supplies, in earthquakes natural gas is turned off, you have to prepare in advance. 

HIPAA/HITECH Compliance (see Disaster Service offerings HIPAA services)

HIPAA data security and computer protection
Our agents/operators are HIPAA trained.  Our computers are in a locked concrete room isolated from the rest of the building with the emergency generator power feed directly into the computer room.  A dual conversion battery inverter protects equipment from power spikes and operates equipment during generator startup and maintenance in an emergency.  This room has diverse Internet paths from AT&T and another independent supplier and a firewall that has protected our data since 2001. As long as this locked isolated room is intact we can operate with remote operators.  The firewall is regularly tested from outside with 2 different scanning programs to ensure your data is safe and secure.  Internally personnel are isolated from accessing data files which might contain PHI.

HIPAA requires a 30-day plan to continue operations in a Disaster, we can help you meet that requirement

If you are a HIPAA covered operation, we are one of the very few call centers that has the facilities to maintain communications and the ability to invoke one of three special paid for emergency priority routing for designated customers as part of the required 30-day disaster plan.  As required by HIPAA in the “NIST Special Publication 800-66 Appendix F Contingency Planning Guidelines”

How we guarantee quality (see documentation and call logging)

We provide documentation to manage your critical communications that has become essential in our 24/7 world. How well your after-hours or daytime communications are managed impacts your overall business.  We record all calls digitally and other data logs allow reports to be run that tell if a call ever came in from a particular phone number, who hung up first and other data useful in determining what happened in a particular case.  This has saved many of our customers clients where the clients employee dropped the ball and blamed us or our customer for a problem.

Expand your business and increase sales with customized, cost effective communications:

  • Enhanced Communication Services – 24 hour answering service, Executive/CSR service, Virtual office, Virtual Phone system, Automated Voice system
     
  • Documentation and Call Logging – Record and document each and every call
     
  • HIPAA compliance - is a lot more than training.
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  • HIPAA secure message delivery system
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  • Speech to Text Services – Learn about or spoken report generation and more
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  • About Our Company – Learn more about our company’s history and facility
     
  • Better Business Solutions – Read about how to select a great call center

We make your life easier! Call Business Centers Of Missouri, Inc. today at 314-469-0500 or 800-436-2255 to find out how you can get started with customized, cost effective communications.

 

 

 

© 2012 Business Centers of Missouri, Inc.

Incoming Call Management - St. Louis, MO and Entire U.S. - Business Centers of Missouri, Inc.
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