What makes CALLS PLUS different from other answering services, contact centers, and call centers? . . .

1. We understand that every client’s needs are different, and we fully embrace the increasingly digital and mobile landscape of today’s world. We offer an array of communications solutions which are readily accessible, user friendly and efficient.
2. CALLS PLUS is an extension of your office. We have the ability to securely connect to your internal software and databases to provide your clients with the same high level of service they have come to expect from you during regular business hours. We have more than 30 years of experience providing highly adaptable, consistently professional services.
3. Our people are the best in the business. We staff our call center with military veterans, behavioral health counselors, clinical personnel, social workers and other individuals who are invested in helping others succeed and build happy and healthy lives. Our people undergo rigorous initial and ongoing training to ensure that we stay current and engaged with new protocols and best practices.
4. We use a multichannel Contact Center model, including a robust digital interaction routing system and integrated resource databases and customer relationship management tools. We provide live and automated handling of inbound and outbound calls, texts, and emails. We also provide mobile applications and online case intake and management solutions.
5. Finally, CALLS PLUS is a fully operational 24x7 business. This means that there is a Supervisor available at all times. Account Management and IT staff are on-call 24 hours per day.
   

How much does the service cost? . . .

Our services are tailored to your unique needs. In lieu of set plans, we offer fully customizable solutions for your individual communication needs. Our services are also designed to be scalable to align with each client’s present and future growth, including the integration of new technology.
For example, a health system has 45 primary care and specialty care clinics. Each clinic has unique questions that must be asked as part of the call triage process. 10 of the clinics close early for staff meetings on Fridays. Within each of the clinics, some of the physicians want to be called when a patient indicates an urgent concern. The remaining physicians want to receive text messages on their secure handsets. The best way to determine the cost of your project is to speak to one of our Solutions Specialists who will guide you in choosing options that fit both your needs and budget.

What do you know about my business? . . .

We have more than 30 years of experience designing communication services for a variety of businesses spanning several industries. Our clients include universities, law firms, state health departments, mental health facilities, and advocacy groups. This has given us unique insight and experience that we bring to each new project. CALLS PLUS also employs a Research and Development Team whose sole purpose is to study each client, their competition and peers, relevant industry information, any associated legislation/oversight information, and other key data points. This information is shared with Operational and Training Teams to ensure that we craft a solution that meets each client’s current and future goals.

Are your Agents qualified? . . .

In an industry with notoriously high turnover, CALLS PLUS invests time and financial resources to identify, develop and retain skilled staff. More than 85% of our staff members hold college degrees and all have at least two years of experience in at least one of our key service areas. More than half of our staff is fluent in at least 2 languages, and some are fluent in 3 or more languages.
CALLS PLUS Team Members are chosen based on “fit,” both in their professional experience (licensure, certifications, and industry experience) and in their passion to find solutions to complex problems. All staff must complete our rigorous and ongoing training and mentoring program. Our Teams take ownership of every interaction to ensure an appropriate resolution for your clients. When someone communicates with one of our Team Members, you can be sure their concern is addressed in a way which is helpful, meaningful, and respectful.

Is anyone available to answer questions after regular business hours? . . .

Our knowledgeable team is more than happy to address any questions you may have. Not only is our Contact Center staffed 24-hours a day for your clients, we also have a Supervisor on duty at all times in the event you need to speak to someone about your account. Additionally, our Client Services Team is on-call and will be in regular contact to ensure that your account information is current and responsive.

Are your services restricted to a specific geographical area? . . .

We provide services to clients in any location 24 hours per day, seven days a week, 365 days a year. CALLS PLUS currently serves clients in all states and territories of the United States and approximately one dozen international United States Military bases. During account setup, you will be given a Direct Inward Dial (or “DID”) number to forward your phone lines. This allows your calls to be routed to our Contact Center for secure, reliable service, no matter your location.

Will I get copies of any messages you take for me? . . .

We deliver your call-related documents in a way that makes sense for your project. Messages, allegation reports, and conversation logs are customized to your needs. Would you like to receive a text message or phone call? Would you like messages sent via encrypted email or fax? We can also make them accessible via a secure online portal. You also get to decide how frequently you want to receive your messages and other documentation. We can send them individually upon intake, once a morning, twice per day, or even once a month.
During account implementation, our Solutions Specialists will discuss your specific needs and assist you in choosing a delivery method that best meets your needs. We will then program your account to automatically transmit your conversation documents via the method(s) and at the interval(s) you decide.

How do you ensure uninterrupted service? . . .

As a national multichannel call center/communications contact center, CALLS PLUS delivers services 24 hours per day, 7 days per week, 365 days a year. Our crisis lines, abuse reporting hotlines, and all other critical services can never be down. To prepare for inclement weather or power outages, CALLS PLUS maintains layers of contingencies to prevent service disruption. Our Contact Center is equipped with battery backups, a 50 kW standby generator, redundant servers, and redundant circuits for voice and data traffic. We also have “hot site” arrangements with all providers to ensure that any service outage is resolved quickly. Our call center hardware and software infrastructure is maintained entirely by dedicated, highly skilled in-house IT professionals. CALLS PLUS technology allows our staff to securely handle interactions on-site during inclement weather or off-site during a catastrophic event.
Remember, we were one of the Comeback Award Winners due to our successful recovery and expansion following Hurricane Katrina. We make every effort to ensure operability, with 99.99% uptime.

I require a complex communications solution. How will you be able to meet my unique needs? . . .

We love a challenge! We have a full complement of Project Management personnel from researchers, programmers and web designers, data analysts, and subject matter experts to design a solution specifically for you.
CALLS PLUS is committed to working with you to develop a communications solution that addresses your unique needs and goals. Do you require after-hours telephonic triage for post-op patients? Are you looking for a call center or hotline that also specializes in suicide intervention? Do you want to offer both telephonic and web-based intake of applications? For these and many other communications needs, CALLS PLUS will keep your operations running smoothly. To tailor a solution to fit your needs, please contact us today.

Do you provide basic answering services or message taking services? . . .

Yes! This is one of the core services we offer within our Information and Referral solutions. Our Team will be your virtual receptionist and ensure that your callers are greeted professionally and courteously. We will forward actionable message tickets that differentiate between high priority requests for follow-up and routine inquiries or information sharing. Should your call volume or account needs change, we can scale up your services quickly and efficiently to make sure your clients can always reach someone who can assist them.

Can I tour your facility? . . .

As a security measure, we welcome visitors by appointment only. If you would like to tour our facility, please contact us to arrange a visit.

Who do I talk to if I have additional questions? . . .

We’re here to help! Please complete the contact form to have one of our Solutions Specialists get in touch with you. You may also call us at 877-84CALLSP or email us at customercare@callsplus.net and a Solutions Specialist will be happy to assist you.