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Importance of Phone Call, CUSTOMER SERVICE


Customer service has become increasingly demanding over the years, especially as businesses can make use of this avenue to get a number of their customers to better patronize them. However, with customer service having become an omnichannel experience, both for businesses and customers, there is a need to ensure that new innovations are rode upon to better reach out to customers, get their feedback and deliver company message. In trying to keep up with the existing technological advancements, most companies have resulted into hiring telephone answering service providers to handle their phone calls while also spreading their tentacles into other areas of customer service including email responses, live chats, social media messaging and more.

With several many options to choose from, several companies are considering dropping some customer care platforms while focusing more on others. Obviously, companies are beginning to favor the less stressful and new customer service platforms such as live chats, email messaging, social media engagement and more over the more traditional platform of phone calls.

However, what most of these companies have failed to understand is that new is not always better. Through cutting techniques which has led to cutting out phone calls, most companies have lost out on a number of their target audience

Phone calls are still, and will always remain one of the fundamental and essential aspects of customer service. This is true as up to 70 percent of customers have been revealed to be willing to buy and do more business with companies who they obtain reliable customer care services from.

Wondering why it is advisable to return to the old ways of phone calls as part of your customer service and marketing strategies, below are some reasons that are bound to help you make the right decision for your business.

You want to be where your customers want you

Creating an exceptional customer service involves knowing your audience and taking extra step to connect with them and show them that you care not only about their money but their persons. A great part of showing this to your customer base is by being where they want you. A lot of times, you customers want to be able to get you on phone as 61% percent of customers have been revealed to still prefer the good old ways of phone conversations to talk out issues with their service providers. These percentage of people will most likely not be interested in the latest live chat feature you have installed.

Because phone customer service is more personal 

One of the major reasons why most customers still prefer phone calls is because they get the feeling and sense of speaking to another human at the end of the line, thus providing them with the personal feel and touch needed to make a decision. Phone calls guarantee that they can feel the convincing nature of the customer care rep and have their full attention as against the presumed distracted attention of another person behind a live chat screen.

You can’t afford to miss out

While customer service can be expensive to maintain, you should also consider the cost of not having a proper customer service in place.

Companies across the United States have been reported to have lost as much as $62 billion due to poor customer service. In addition, as much as 91 percent of customers who have had a bad customer experience are more likely not to do business with a company anymore and an increased percentage are bound to discourage friends and family from patronizing such brands. 

The cost of not having stellar customer care service is high and grows exponentially by the day, you want to ensure that customers feel appreciated, learn more about how to improve customer service through phone calls at

Professional Communications Network

6774 Magnolia Ave. 

Riverside, CA 92506


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telephone answering service

5 Tips for Choosing the Right Answering Service

There are a lot of telephone answering services out there. How do you pick the right one for your business. After all, the employees of the answering service that you choose will be the first impression that many of your customers get when they call you. Of course, all of the answering services will bill themselves as “customer focused” or “excellent” or “the best.” But when they all claim these attributes, how are you to know which one to choose for your business? Here are some tips to help you to make the right choice.

1 – Industry Experience

It is always best to work with an answering service that has worked in your industry before. That way they will be familiar with how your business works and with the best practices for your industry. Make sure to ask for references from within your industry as you are talking to the sales team.

2 – Don’t Be Impatient

Would you let a brand new receptionist start answering the phone right away, or would you spend some time training him or her first? I would imagine that you would want that receptionist to be well trained before you turned him/her loose on your customers. It is the same with a good answering service. Of course, the answering service can get you into the system so that they could start answering for you. However, a good answering service will want to spend at least some time making sure that their operators are trained and prepared to provide excellent service to your callers.

3 – Check Into Their Technology

This one is not what you think. Most of the call center technology is plenty good to give an operator all of the information that they need to handle any call. What you want to ensure is that they have the proper technology to handle any downtime with the utilities. You don’t want a simple power outage to shut down your answering service. Ask about their backup solution and what their experience with it has been.

4 – Are Their Operators Friendly and Professional?

We pride ourselves in our operators. We always refer to them as our friendly and professional operators because that is what your callers want and that is how we train our operators. Ask about any call center’s training program. Try to figure out what their priorities are for their operators – is it to get through calls as quickly as possible or is it to be a friendly and professional extension of your business?

5 – Stay Away From The Big Corporations

You have a choice when it comes to the answering service that you choose. Do you want a big, impersonal corporation that reports to its stock holders, or do you want a family owned business that treats its customers like family? Of course some of the big corporations may end up being cheaper, but from what our customers have told us, this comes at the cost of personal service.

You want to make sure that you choose the right answering service for your business. These quick tips were meant to help you think through some of the issues that will come up when you are deciding on an answering service.

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home health care answering service by PCNAnswers

5 Benefits An Answering Service Offers Home Health Care

As a home health provider, you have enough to worry about with caring for your patients. But how do you do that well and make sure that you are available by phone 24 hours a day, 7 days a week, and 365 days a year? For most small organizations, this is simply impossible and some calls end up getting missed. One way that this can be avoided is by hiring a home health answering service. Besides making sure missed calls are a thing of the past, here are 4 other benefits that an answering service can offer home health care providers.

1. On Call Answering
You can designate an on-call staff member, but they don’t have to take every call. Our friendly and professional operators will take your calls and deal with them according to your instructions. If it is something that we can handle, we will. If it something that can wait until the morning, we will take a message and send it to you. If it needs immediate attention, we will contact your on-call staff member so that you are able to seamlessly care for your patients and their needs.

2. After Hours Answering
You provide excellent care for your patients, but you do need to sleep. And so does your staff. You cannot be available all of the time. An answering service can make sure that a friendly and professional voice is available to your patients no matter when they call. Your patients will truly appreciate this if they need you after hours and you will appreciate not getting so many calls when you are “off the clock.”

3. Emergency Escalation
In home health, emergencies will happen. A good answering service will be able to calmly talk a patient through the situation while getting him or her the emergency care that is necessary. We will follow your protocols, but our operators will do it in a way that makes sure that your patients feel well cared for through a difficult situation.

4. Medication Reminders
While it will in no way replace the need for personal attention, we can set up reminder texts, calls, or emails that will help to remind a patient to take his or her medicine. This may help to cut down on some of your administrative work and it may help to keep a patient from missing their medicine.

We know that what you want is to make sure that your patients are well cared for. You do your best to make sure that this is exactly what happens. Our job as a home health answering service is to make it easier for you to care for you patients. We know that there is no way that we can replace your personal service, we just want to be here to supplement and make a few tasks easier for you and your staff. Our goal is to save you time without your patients noticing a difference in their level of service.

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Want to give our service a test drive to see if we are right for you and your patients? Call 888-528-5678 or click the button for your risk free trial.

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CPA Customer service from an accounting answering service

CPA Customer Service – How To Keep Your Accounting Customers Coming Back Year After Year

Accounting firms get busy during tax season, and that is when most of the interaction between a CPA and the customer take place. However, just like in any other business, the key to keeping a client long-term is in building a relationship with that customer. How does your accounting firm build that kind of a relationship with your customers in the limited interaction that you get with them?

Here are 3 CPA Customer Service Tips To Help You Build That Relationship.

1. Be an Excellent CPA
The best and most important step, one that no other relationship will cover over, is doing your job and doing it well. File taxes on time. Be honest and upfront with clients. Keep all promises that you make. In short, treat your customers like you like to be treated and treat their tax returns like they are your own.

Most importantly, don’t make a major mistake that costs your client money. This is the foundation that all of the other tips are built on, and none of them will do you any good if you do not do a good job for them as their CPA.

2. Communicate, Communicate, Communicate
In real estate, they say the three most important things are location, location, location. Based on what I hear from people about their tax professionals is, the most important thing is communication, communication, communication.

The most common complaint that I hear from people about their accountants is that they cannot get a call back. Especially during tax season, it can be days before they hear back from their CPA. You have to remember that taxes are scary to people. If they have a question, they are probably a bit freaked out. Answer their question within 24 hours and you will stand out in the industry and they will love you for it!

3. Be Available When Your Customers Need You
Of course, no one can truly be available 24/7. But your clients may come up with a question after you close for the day (or after your receptionist leaves for the day). A voicemail message is not what they are hoping for. Again, you can truly stand out by having someone answer the phone whenever it rings. How can you do that? An easy and not all that expensive way is by hiring an accounting answering service (we have many CPAs that love our service!) to answer your calls when you cannot get them.

Whether you are a lone CPA or have a large office staff, there will always be calls that go unanswered. Don’t let that happen. With an answering service, you can make sure that every call is answered by a friendly and professional voice that will follow the instructions that you have laid out for any callers. They can take a message, connect the caller to the on-call person, or even answer from a list of frequently asked questions that you provide. This is another opportunity to stand out in your industry and offer the kind of service that your customers want.

small business attorney in Atlanta, GA signing documents with a client

Atlanta, How Do You Choose A Small Business Attorney?

So You Are Looking For an Atlanta Small Business Attorney?

Looking for a small business attorney can be a delicate process. You are hiring someone that you need to be able to trust with your secrets, have confidence that their advice will not steer you into trouble, and know that they will bill and treat you fairly. Not always the easiest thing to find, so what is an Atlanta small business to do?

As a small business that deals with a lot of law firms (our legal answering service is a big part of our overall business), we have asked some of our clients how we should go about choosing a lawyer. Please note, this is not legal advice, and we are not legal experts. We are just passing on some questions that we think will help you to choose the right lawyer for your Atlanta business. I

Questions To Ask Before You Hire A Small Business Lawyer In Atlanta

1. What Is Your Experience In My Industry?
You definitely want to ask this question first. You want to make sure that your lawyer knows your industry and the potential pitfalls that can come up. The more experience that he or she has in your industry (or at least a closely related industry), the better. You may even want to ask for a couple of past clients in your industry to ask about their experience with your attorney.

2. Do You Currently Work With Any Of My Competitors?
The last thing that you want is to create a conflict of interest. You need to be able to tell your lawyer everything, but if he/she also represents your biggest competitor will you want to reveal all of your trade secrets? Always safer to ask this upfront.

3. How (And How Much) Do You Bill?
You don’t want any surprises when your bill comes. Make sure to ask them about billing increments (some lawyers don’t bill for less than an hour, others bill in 10 or 15 minute increments), fees for research, as well as if there is anything you can do on your own to cut down on any legal fees.

4. How And How Quickly Do You Communicate?
You want to find a lawyer that is available when you need them and that is OK with your favored mode of communication. If you hate to talk on the phone, don’t choose an attorney that communicates primarily on the phone. And if you see yourself having legal emergencies, make sure that your business attorney will get back to you in a timely manner. The last thing that you want to have happen is to be waiting for days to hear back from your lawyer when you have an urgent request.

5. Do You Have A Referral Network
One of the best things about a good Atlanta business lawyer is that not only do you get them, but you get their referral network as well. These can be other lawyers with specialized areas of expertise, but also other professionals like CPAs, marketing companies, payroll services, financial planners, commercial insurance agents, and pretty much any service that you can imagine needing. You will get your attorney’s connections and you can usually trust that they have vetted these people before they will be willing to refer any of them to you.

Hopefully, this has been helpful in helping you to choose the right Atlanta small business attorney (if you don’t have an attorney yet, here is a handy legal checklist for small business owners). We know that having the right information can make all the difference in choosing the right business partners.

answering service in Chicago, IL

How to Start a Business in Chicago

As a Chicago answering service, we work with a lot of small businesses. One thing that we hear from a lot of the business owners is that it is a complicated process to get a business started in the city of Chicago. To help out any aspiring small business owners, we have put together a step by step guide detailing what you will need to do to start a business in the city of Chicago.

Starting a Business in Chicago – Step By Step Guide

So you’ve decided that you want to start a small business in Chicago. You know what you want to sell, where you want it to be, you probably have an idea of a logo and a tagline – but what do you actually have to do to start the business. There are several things that you will have to do legally in order to start your business the right way. We break them down for you here and give you the resources that you need to get your Chicago business started off on the right foot.

Step 1 – Choose Your Business Entity
You have several choices, and you really need to talk with your CPA and a business attorney to make sure that you choose the right entity for your situation. You can run a business as a sole proprietorship, a general partnership, a limited partnership, a limited liability company, an S corporation, a C corporation (and there are a few others as well). Each entity type will have advantages and disadvantages, so your unique situation will help to determine what you should choose.


Step 2 – Register With The IRS
Your Chicago business will need an EIN number (Employer Identification Number) from the IRS. This is often referred to as Federal Tax ID Number. To register your business you can go to the IRS website or go in person to the office at 230 S. Dearborn, in Chicago.


Step 3 – Register With IDOR
If you have a business in Illinois, you must register with the Illinois Department of Revenue (formally Illinois Business Tax Number). This applies to all business entities types no matter what type of business you conduct (wholesale, retail, services, manufacturing, etc.). To apply for your IDOR Account ID you can visit their website, print form REG-1 and mail it to the address on the form, by calling 800-356-6302, or by visiting the Chicago Office at 100 W. Randolph, in Chicago.


Step 4 – Get a Chicago Business License
If you want to start a business in Chicago, you will need a business license. There are a few businesses exempted by state law (check with your lawyer, but it probably does not include you) but for everyone else, a business license is required. You can apply online by clicking here (simplest way) or you can go into the Small Business Center at 121 N. LaSalle, Room 800, in Chicago. It is possible to walk in, but if you value your time, an appointment is highly recommended. You can make an appointment by calling 312-74-GOBIZ.

In order to apply for a business license, you will need to complete a Business Information Sheet. Just to make things a bit easier for you, we have listed the information that you will need in order to fill out the sheet.

  • The business name and ownership information
  • The business location address
  • Square footage of the business location
  • A detailed description of the business activity
  • Identification (i.e. valid driver’s license, voters registration card,
    state ID card or another government-issued photo ID)

If applicable:

  • State of Illinois File Number
  • Federal Employer Identification Number (EIN)
  • Illinois Department of Revenue Account ID Number

How to Start a Business in Chicago in 4 Easy Steps

  • Choose a Business Entity
  • Register with the IRS to get an EIN Number
  • Register with the IDOR to get an account number
  • Get a Chicago business license

does your customer service stink?

How to Professionally Answer a Business Call

Working in a small business answering service, there is one thing that you learn pretty quickly – how to answer a business call. When you are on the phone all day, you learn pretty quickly to pick up on the cues as to how your delivery was received and when the way you answered the phone just was not received well (it happens, even to the best of us!). But what are you to do as a small business owner. You don’t have the benefit of thousands of calls under your belt. You haven’t made all of the mistakes and learned from them. Hopefully, this will save you from making some of the mistakes so that you are able to represent your business well and make the kind of first impression that you want to make.

Here are 5 Tips That Will Help You Answer a Business Call Professionally

Don’t Let it Ring
Nobody wants to wait, listening to the phone ring. If you want your caller to feel cared for and to have a better interaction with you, answer the phone on the second ring whenever possible. The third ring is totally fine, but by the fourth or fifth ring your call either goes to voicemail or you risk your caller hanging up in frustration. However, if you answer the phone too quickly, it can actually catch a caller off guard which is why we recommend the second ring.

Have a Smile in Your Voice
We have always used this in our training for new operators, and it works very well. We want to answer every call with a smile in our voice. When someone answers the phone, you can often tell what kind of day they are having simply by the tone of their voice. Our operators are known as “friendly and professional” for a reason. We make it a priority to answer every call in a friendly and happy voice – no matter what has gone on earlier in the day, no matter how rude the last caller was, etc.

Everyone Loves to Hear Their Name
Always ask for (and remember) a caller’s name. Write it down if you have to. You want to be able to address a caller by their name because they will really appreciate it. It shows that you are listening and subconsciously, it puts you on their side. In our initial greetings, we always identify ourselves by name and get the callers name. That way we can use it in the course of the conversation making the call much more personal.

Pros Use a Script
The best advice that I can give you on how to answer a business call is to use a script. You should answer every call the same way. Make sure that you use and feel comfortable with your script. Something like, “Thank you for calling Dr. Smith’s Office. This is Jane, how may I help you?” You want to use your business name so that callers know that they have called the right place. You want to identify yourself so that callers know who they are talking to. And you want to ask them why they are calling so that you can help them quickly and efficiently.

End on a Positive Note
Always try to end your call on a positive note. There are several things that you can do to accomplish this. One simple way is to ask if there is anything else you can do to help. Another way is to thank them for calling and to wish them a good day. You need to find a way that feels comfortable to you and to stick with it on every call.

How To Answer a Business Call Professionally

  • Do your best to answer every call by the second or third ring.
  • Answer each call with a pleasant tone of voice.
  • Ask each caller their name and use it throughout the conversation.
  • Have a script that you use to start every call and then follow it.
  • Finish every call on a positive note.

Try Us Risk Free
If you would like all of your calls answered by our world-class friendly and professional operators, you can give our service a try risk-free. Give us a call at 888-528-5678 or click here to fill out a form and we will get back to you right away!

PCNAnswers offers an excellent plumbing answering service

Plumbers – Get More Clients with a Plumbing Answering Service

Running a successful plumbing company is not easy. You have to manage your employees, stay up on all of the latest tools and trends, stay on top of your inventory, and keep up with payroll and taxes. But none of those things matter if you do not have the single most important thing in your business – clients. No matter how good your work is, if you don’t have anyone to work for, you will not have a business for long. And the first point of contact for almost all of your new clients is a phone call.

Unfortunately for busy business owners, our culture has changed over the years. Prospective clients are no longer content to leave a message and wait for a callback. Instead of leaving you a voicemail (studies show that 80% of callers will not leave a voicemail), they will hang up and call another plumber (and they will generally hire the first one that they talk to).

But you are super busy. Not only are you doing all of the things listed above, you are actually out on jobs too. How are you supposed to answer every call so that you do not miss new business? Of course, you could hire a receptionist (and you may already have one), but even with a receptionist can you be sure that every call is answered? Even a perfect receptionist has to eat lunch and go to the bathroom now and then. Not to mention the fact that it seems like several calls will come in all at once making it impossible for one person to handle them all. That is where a plumbing answering service can come in. We can ensure that every call (or just every call that your staff can’t handle) is answered by a friendly and professional voice and that you won’t be missing any new business.

How Does a Plumbing Answering Service Work?

An answering service is a pretty simple thing. When someone calls you, it rings in our call center. One of our friendly and professional operators will answer the call. And as he or she answers your call, his/her computer will light up with all of your account information. He/she will read from the script that you provide us (something like, “John’s Plumbing Service, this is Wendy speaking, how may I help you”). From there, our operator will follow the directions that you provide. You can provide us with frequently asked questions and we can answer those for your callers. You can grant us access to your schedule and we can make appointments for you. You can have a certain person on call and we can connect the caller to that person if necessary. Or we can simply take a message and send the information to you through text, email, fax or pager.

Be Available For Emergencies 24/7
Just like all of the trades, as a plumber, you want to be available for emergencies 24/7, but don’t want any unnecessary calls waking you up in the middle of the night? With our construction answering service, plumbers are able to set conditions for calls to be considered “an emergency.” This allows us to take a message and send it to you in the case of a non-emergency (so you can sleep peacefully), or in the case of an emergency, we can connect the caller to the person you designate as on call. Our plumbing clients love the fact that they only get “true emergency” calls in the middle of the night and they have our operators available to effectively screen their calls for them.

Try Our Service Risk Free
We know that you will love our service – Give us a call at 888-528-5678 and let us prove it to you. Talk to one of our friendly and professional operators and let us explain how you can try our service out risk-free.

real estate answering services offer realtors many benefits

The Benefits of a Call Center for Real Estate Agents

A good real estate agent works hard. And you have to be available to your clients all the time in order to offer them the service that they expect. The trouble is, no matter how busy you are, and how many clients you have, there are only 24 hours in a day. And unfortunately, no one has (as of yet) figured out how to be in two places at one time. Fortunately, our call center for real estate agents is here to help you save time – and your sanity.

How a Call Center for Real Estate Agents Can Help You

1. No Missed Calls
You are always on the go. Whether it is an open house, showing a listing, meeting with a new client, or making one of the millions of phone calls that you make each day, you cannot always answer the phone. With our real estate answering service, you can have our friendly and professional operators answer the phone whenever you cannot. So that when a prospect calls, they will NEVER get your voicemail. We will answer the call, take a message, and send it to you immediately via text or email (whatever your preference is). That is the beauty of a real estate call center – you never have to wonder whether that missed call was a missed opportunity.

2. Help Managing Properties
One way that we really help our real estate clients is by answering the calls that come in from tenants in the properties that they are managing. Plumbing emergencies can happen at any time of the night (and they do!). Do you really want to deal with a tenant at 3:00 am complaining about a toilet that won’t stop overflowing? Of course not! But we can take those calls for you, and depending on your preferences, contact your approved repair services and get them to correct the problem – all without waking you. No more taking your phone to bed with you and praying that it won’t ring. our real estate call center can take care of those calls 24/7/365!

3. We Can Answer Questions Too!
A common misconception about a real estate answering service is that we just answer calls and take messages. While that is a large part of what we do, we can also answer frequently asked questions and schedule appointments for you (all according to your account instructions). Of course we would never answer a question that you have not given us an answer to, but if you get the same questions over and over again, we can take those calls and save you the time of having to return a call to answer a simple question.

Try Us Risk Free
We know that we offer excellent customer service, and we want to prove it to you. Give us a all at 888.528.5678 and talk to one of our account representatives. They will help you to try our services out risk free. We know that you will love the freedom that we offer and your callers will appreciate the fact that they always get a live, friendly voice.

PCN is a HIPAA Compliant answering service for doctors and medical offices

Why You Need a HIPAA Compliant Medical Answering Service

As a hospital, medical office or dental office, there is no question that you need a HIPAA compliant medical answering service – both for the protection of your patients’ privacy and to protect your liability. So as you are searching for the right medical office answering service, ensure that they are HIPAA compliant and that they take the regulations seriously.

The Benefits of HIPAA Compliant Medical Answering Services

A medical office answering service that is HIPPA Compliant offers many benefits to its clients. As you know, any communication from your patients to your office (and vice versa) have to be in compliance with ALL of the guidelines of HIPAA. The two main benefits of your answering service being HIPAA compliant are that you will be protected legally and your patients’ privacy is protected.

You may be wondering why an answering service for doctors would have to distinguish itself as being HIPAA compliant. Most answering services are not HIPAA compliant because it is very difficult. Answering services generally communicate messages with their clients through email, text messages, recordings or faxes – none of which are considered secure. And since we, as an answering service, are considered your “business associates” under the law, we are held to the same standards of compliance.

How Do We Communicate And Remain HIPAA Compliant?

HIPAA Compliant medical answering services use misecure messagesWe are a certified partner of a service called miSecure Messages which specializes in communications that are both HIPAA and HITECH Compliant. This allows us to protect your patients and your organization when you use miSecureMessages to send encrypted messages to AndroidTM, Apple® iPad®, iPhone®, iPod touch® and BlackBerry® mobile devices. It gives the ease of text messaging, but is considered secure and HIPAA compliant.

Your Communications Stay Private

Text messages are not encrypted, so they are not considered secure. The miSecure Message system encrypts all messages to keep your Protected Health Information (PHI) secure at all times. No messages are stored on any devices and you can require passwords.

Don’t Waste Time on Compliance

Many HIPAA compliant messaging systems are slow and cumbersome. With miSecure Messages, messages are sent and received immediately. This can save up to two minutes per message which adds up when you consider the amount of messages your staff sends and receives.

Don’t Waste Money on Compliance

Our system will work on your staffs’ current devices. No need to have special equipment for the “secure messages.” No need to purchase and carry clunky pagers. You can use your current smartphone and send unlimited characters in each message.

Simplify The Complex World of HIPAA Compliance

With our system, your staff can easily communicate with an easy to use app for their tablet or smartphone. There are many options for notification sounds (can be set to silent or vibrate when appropriate) and for how often users are notified about pending messages. And, miSecureMessages is available as either a cloud-based or on-site solution, allowing users to send messages from device to device, from the cloud, or directly from your call center. miSecureMessages uses both WiFi and 3G/4G technology to ensure messages are sent and received from virtually anywhere.

Try Our Service Risk Free

If you know that you need an answering service, but were hesitant because of HIPAA Compliance issues, we would love to talk to you. You can try our services risk-free and let us prove that we offer excellent service and will keep your PHI secure. Give one of our friendly and professional operators a call today at 888.528.5678 and we will help you get set up!

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