Frequently Asked Questions
How do I forward my phone lines? Can you forward my phone lines for me?
There are several options that phone carriers provide for you to forward your calls to PCN. The
most common is the manual call forwarding feature. Manual call forwarding requires you to
select the line you want to forward and dial an access code followed by the number to which
you wish to forward. Some phone companies offer Busy No Answer. Busy No Answer
forwarding allows your line to ring to us if it is tied up or if it is not answered by a
predetermined number of rings. Remote call forwarding allows you to forward your calls from
Some clients use their advanced phone systems to forward their calls. Some phone systems
have degradation in call quality when this format of call forwarding is used so it is a good idea
to test this option before implementing. Forwarding can be an issue when using free or cut-
rate internet phone service. Check with your provider to find out what your forwarding options
are with regard to forwarding to an answering service.
Do you outsource your calls to overseas call centers?
No, all of our friendly and professional operators are located within the United States.
How quickly can I start using your services?
Most accounts are active, with messaging capability, within 1 business day. Full customization is typically completed within 1 to 2 business days from receipt of your instructions and contact lists.
Is privacy important to you will my and my client’s information be protected?
Yes, our answering service takes privacy very seriously. All employees sign a confidentiality agreement which remains in effect indefinitely. Our call center utilizes the highest data encryption and firewall technologies to ensure the integrity and security of our network. We are HIPAA compliant, employing the highest standard of customer data and information protection. Clients can rest assured that their information is safe and secure.
How will calls for my business reach the PCN call center?
We provide all account holders with a unique forwarding phone number. You forward your calls to that number and when the number rings at our contact center, the agent answers in your company name and follows your account instructions.
How will I get my messages?
We deliver messages via fax, email, text messaging (SMS), MiSecure Messaging Cell Phone App, alpha pager, digital pager, and verbally over the phone. You can select any of these options in any combination. We want to make sure that you get your messages in the most convenient way for you and your staff.
Why do I need an answering service when I already have an office assistant?
PCN is a full-service 24/7 contact center; we are always available. We don’t take vacations, sick days, or maternity leave and we are more affordable than the cost of having a full-time employee. Technically, if you have a website, you are a 24/7 business and often the best opportunities come during off times. Why miss an important call just because you or your assistant are tied up working on another task or talking on the other line? In today’s business environment, immediate customer service has become the standard.
How can I be sure that smart, friendly people will answer my calls?
Providing excellent quality starts with selecting the right Customer Service Professionals (CSPs) and offering more than competitive pay through incentives. All of our CSPs have prior experience in customer service and must go through personality testing and a rigorous training program to ensure that they are familiar with our system and our clients’ accounts before they are allowed to work. Also, they are reviewed, rewarded, and given guidance based on their performance each day. We know how important our CSPs are to our business and to our clients’ businesses, so we are careful who we hire and we train them to treat your callers with the same friendliness and care that you would.
How quickly do you answer my calls?
Over 90% of all calls into our facility are answered on an average of four rings or less. There are some busy times throughout the day that some calls take a couple more rings – those calls land in our hold queue with a message informing the caller that an agent will be with them momentarily. One of things that separates us from other services is that we do not bill you for any time that a call is in our hold queue.
How do your CSPs know what questions I want asked and what information I require from my callers?
Every account is custom-built based on your specifications, script requirements (if any), and dispatch protocols. As a call is answered by one of our friendly and professional operators, all of your information is displayed on their monitor – giving them the script that you’ve provided for answering along with the answers to frequently asked questions, any on-call information, business hours, or anything else that you want us to relay to your callers. You can adjust your account questions and dispatch protocols by contacting your Client Care Representative.
Should I let you know if I forward my phone for some reason during business hours?
Any time you forward your phone to us, we will answer and follow the instructions that you have given us. If you have any special instructions for us they can be given at that time. During the holiday season, if you have different protocols, we do ask you to provide those to us in advance so that we can ensure that we can provide the best possible customer service to your callers during our busiest time of the year.
What are your rates?
That is a little bit like asking what does a car cost. Rates vary based on usage, and as we have large hospitals with thousands of calls and one man shops with a few calls a month, our rates have a large range. Our packages start at $65 per month, which is a small price to pay for 24/7/365 coverage. If you’d like to find out more about our pricing, you can read more about it on our pricing page.
How can I pay?
We accept MC, VISA, AMEX credit cards, and checks.
How do I sign up?
There are two choices, call us at 888-528-5678 or fill out the online sales form and one of our sales professionals will reach out to you and help you through the process.