Wealthy A Time of Growth and...
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Volume 2, Issue 12 A newsletter for the customers of Rochester Telemessaging Center Why We Do Upgrades During the Day W e recently did a very quick upgrade to our system (less than seven minutes) and one of our clients asked, “Why in the world would you do an upgrade in the middle of the morning; why not wait until the middle of the night?” That is a very good question and if one person asked, others must be wondering. This is a 24 hour - seven day a week business – we are ALWAYS available to take your calls - unless we are doing a quick reset or upgrade. We usually schedule these for mid-morning or mid-afternoon, when our daytime call traffic is at its lowest. We never schedule things like this for the overnight hours because...during the overnight hours, nearly EVERY call is an emergency! We MUST be available. During the day… During the day everyone is at the ready to be sure that the upgrade goes flawlessly, and 999 times out of 1000 it does! It is EXTREMELY RARE to have any kind of issue when we do upgrades or even change software. However, if we need help in a hurry, even our competitors would lend us a part or an idea to try or give us any kind of support we might need. That can’t happen if everyone is asleep and we have to call and wake people to get help. Daytime is the BEST time to take care of business. Trust us to take care of yours! W atch for something called “Differential Tuition” as more universities charge more for majors in math, science, and business. These cost more to teach, and are usually majors with higher earning power. Healthy... ...and Wise Wealthy... W arning! Of 30 used smartphones and computers recently purchased on Craig’s List, 15 of the devices still retained sensitive data, including bank account and SS Numbers. Android smartphones, Windows XP laptops, and notebooks are particularly hard to erase. E njoy! You get a mental boost when you do things you enjoy. Enjoyment triggers the release of dopamine, a neurotransmitter that enhances learning and retention of new material. Choose activities that are both unfamiliar and fun to stimulate your brain. A Time of Growth and Hiring T he longer days and the brightening of the economy are creating a time of growth both for nature and the country; as business expands so does the need for hiring. We can help! Our “Help Wanted Package” will take much of the stress out of hiring. It begins with a special, totally confidential number for you to advertise; perfect if you are replacing a current employee. When applicants call that number they will hear more about your job opening, recorded by you or by us; there is ample time to describe the requirements and responsibilities. If the caller wants to apply for the position they will be directed to press a number and leave their information – this will give you the ability to hear their voices and judge their communications skills. The instructions can direct the applicant to go to your website to complete necessary forms, or if you would like we can transcribe the application information and send it to you via e-mail or fax, or fill out a form on your website. We can also call the applicants to set up appointments or to advise that the position has been filled. All you have to do is to conduct the interviews and hire the best person for the position. We have a full backup crew available at the office of the vendor for the platform we are upgrading. We have support from our other vendors should there be a glitch. We have telephone company techs available just in case we need to move something. We have our senior staff members available to talk with our customers (or yours) if there is a question. We have a full crew of agents to answer the phones immediately after the upgrade.
Transcript of Wealthy A Time of Growth and...
Volume 2, Issue 12
A newsletter for the customers of Rochester Telemessaging Center
Why We Do Upgrades During the Day
W e recently did a very quick upgrade to our system (less than seven minutes) and one of our clients asked, “Why in the world would you do an upgrade in the middle of the morning; why not wait until the middle of the night?”
That is a very good question and if one person asked, others must be wondering. This is a 24 hour - seven day a week business – we are ALWAYS available to take your calls - unless we are doing a quick reset or upgrade. We usually schedule these for mid-morning or mid-afternoon, when our daytime call traffic is at its lowest. We never schedule things like this for the overnight hours because...during the overnight hours, nearly EVERY call is an emergency! We MUST be available. During the day…
During the day everyone is at the ready to be sure that the upgrade goes flawlessly, and 999 times out of 1000 it does! It is EXTREMELY RARE to have any kind of issue when we do upgrades or even change software. However, if we need help in a hurry, even our competitors would lend us a part or an idea to try or give us any kind of support we might need. That can’t happen if everyone is asleep and we have to call and wake people to get help. Daytime is the BEST time to take care of business. Trust us to take care of yours!
W atch for something called “Differential Tuition” as more universities charge
more for majors in math, science, and business. These cost more to teach, and are usually majors with higher earning power.
Healthy...
...and Wise
Wealthy...
W arning! Of 30 used smartphones and computers recently
purchased on Craig’s List, 15 of the devices still retained sensitive data,
including bank account and SS Numbers. Android smartphones, Windows XP laptops, and notebooks are particularly hard to erase.
E njoy! You get a mental boost when you do things you enjoy. Enjoyment triggers
the release of dopamine, a
neurotransmitter that enhances learning and retention of new material. Choose activities that are both unfamiliar and fun to stimulate your brain.
A Time of Growth and Hiring
T he longer days and the brightening of the economy are creating a time of growth
both for nature and the country; as business expands so does the need for hiring. We can help! Our “Help Wanted Package” will take
much of the stress out of hiring. It begins with a special, totally confidential number for you to advertise; perfect if you are replacing a current employee. When applicants call that number they will hear more about your job opening, recorded by you or by us; there is ample time to describe the requirements and responsibilities. If the caller wants to apply for the position they will be directed to press a number and leave their information – this will give you the ability to hear their voices and judge their communications skills. The instructions can direct the applicant to go to your website to complete necessary forms, or if
you would like we can transcribe the application information and send it to you via e-mail or fax, or fill out a form on your website. We can also call the applicants to set up appointments or to advise that the position has been filled. All you have to do is to conduct the interviews and hire the best person for the position.
We have a full backup crew available at the office of the vendor for the platform we are upgrading.
We have support from our other vendors should there be a glitch. We have telephone company techs available just in case we need to move something. We have our senior staff members available to talk with our customers (or yours) if
there is a question. We have a full crew of agents to answer the phones immediately after the upgrade.
The President’s Letter
Our Services Include Answering Service Appointment Scheduling Attendance Line Call Overflow Call Screening Customer Service/Help Desk Dealer Locate Emergency Service Dispatch Inbound Surveys Membership Renewal Product Orders/Service Orders Remote Receptionist Voice Mail Website Orders Rochester Telemessaging Center 1130 Tienken Court Suite 110 Rochester Hills, MI 48306-4369 Phone Numbers 248-651-9181 Local 800-462-3550 Toll Free E-mail [email protected] Website rtcenter.com On-Call info can be sent to 248.651.9181 Office 248.651.2129 Fax [email protected] e-mail Customer Care Contact 248.651.9181 Office [email protected] e-mail Staff Ryan Chinoski Director of Operations [email protected] Sandy Lumley Sales Manager [email protected] Nick Fortuna Office Manager [email protected] Cyndi Williams Programming Manager [email protected]
Refer a new client and receive a Base Rate
credit.
D ear Friends, During the summer we find that people who are on-call
tend to change their schedules more often than at any other time of year. Ball games, picnics, outings with friends, all tend to be spur-of-the-moment activities and employees are usually happy to trade on-call for a few hours. This makes for camaraderie within your company, but chaos within ours. Often those changes are made on-the-fly and in a rush. Often they are made during our busiest time of day. Please don’t call us with account changes between 4:00 and 7:00 PM. A simple change like “Jeff will be covering for Bob from now until about 11:00 tonight”; seems like it should be easy for us to handle, and it is, unless we get five or six such changes all during our evening close outs. We need to be sure that we have the correct contact numbers, and that the information is programmed into our equipment so that everyone knows where to look for it. One recent Friday night before Memorial weekend we had more than 20 such requests for changes before 5:00 PM! We have always asked that account changes be called in between the hours of 10:00 AM and 4:00 PM on weekdays only whenever possible. This is when our programmers are available to make changes. When the “rush hour” begins at 4:00 PM we should have all hands on deck to answer YOUR customer’s calls. If your business requires regular changes during these times please contact our Client Services Department to see if we can work out another plan. We want everyone to enjoy those summer evening activities, and with a little preplanning everything will go smoothly for all of us. Enjoy! Sincerely,
Herb Chinoski
Summer Heat
W hen temperatures soar to 90 and above, our service (and any service in our industry) is flooded with calls. From HVAC companies to apartment communities, there are an enormous number of calls regarding air conditioning. Cases of heat exhaustion,
breathing difficulties, and dehydration are frequent calls for our medical customers as the temperatures climb. There are ways you can help us help you during the heat: Be patient – We watch the weather and
bring in extra staff when a heat wave is expected. But we can’t triple our staffing, and sometimes our call volume triples.
Be brief – Keep your own calls to us as brief as possible during the height of the heat, and avoid calling us during the peak hours of 7:00 AM to 10:00 AM and 4:00 PM to 7:00 PM.
Be realistic – When you review your invoices, remember that increased call volume translates into higher bills for many of our customers.
If you are interested in ways to reduce billing during a heat crisis, contact us (before or after – not during the event) so we can discuss the various options we can offer to lower your call duration and thus your costs.
Gotta’ Giggle Life in 25 Words or Less
“A bad habit never disappears miraculously; it’s an undo-it-yourself project.”
—Abigail Van Buren
“A perfect summer day is when the sun is shining, the breeze is blowing,
the birds are singing, and the lawn mower is broken.
—James Dent
