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How long has Endicott provided outsourced customer service communication solutions?
Endicott family of companies has been supplying outsourced customer service communications since 1960. Initially, Endicott offered telephone answering services and has grown to offer multi-channel contact center services – inbound and outbound phone services, live chat, and email management.
Why are four companies involved under the Endicott brand name?
Endicott Call Centers, comprised of Atlantic Communications, Bryant Answering Services, Central Voice, and Corridor Medical Answering Services, blends technology and resources to provide full redundancy and availability.
Are you located in the United States?
Yes, Endicott and all of our employees are located within the US. We have locations in NY, NJ, FL, and CA. If necessary, we do offer international partnerships that allow us to extend our reach.
Does Endicott support 24 hours a day, 365 days a year?
Yes. Endicott serves its clients 24/7/365 – this includes holidays and after hours.
Will all calls be answered by a live agent?
Yes, live agents are available to answer your calls 24/7/365 and have automated services if needed.
How do I receive my answering service messages?
Whether it’s text, email, verbal, or page, we will deliver your messages according to your needs. Let us know your preferred method of delivery.
How do you take calls for my office?
We receive calls for your office when you forward your phone line to a designated number we have created for your account, or you publish the number we provide.
How does your agent know what information needs to be collected and provided to assist callers?
Endicott’s services are custom-designed to your individual business requirements. Our programmers will design a screen layout that will enable our agents to ask the right questions from your callers based on your protocols.
How do my customers’ calls get distributed to your agents?
The agents who are selected to support your account are trained on your products, services, scripting, and FAQs. These agents are then assigned to your account. Calls arriving from your customers are routed to these trained agents.
Can you integrate with our existing systems?
Endicott has an IT staff that is experienced in delivering integrations. The integration team will review your existing systems and create a project plan to implement your account.
If we provide permission, can you access our internal systems such as order processing?
Yes. Endicott accesses internal systems for several of our clients. We can transact entirely within your CRM, including web-based platforms and proprietary solutions.
How long does it require you to go live with your service?
Implementation can require as little as a day or up to a week depending on the scope of the project. The timeframe for this process is dependent upon your specific requirements, training plan, and whether or not application integration is required.
Are you able to handle credit card transactions?
Yes. Endicott is PCI compliant and securely manages credit card transactions for several clients.
Are you HIPAA compliant?
Yes. Agents handling our medical clients are required to be HIPAA trained and receive refresher training annually.
What’s different about Endicott?
Endicott has clients from across many industries and has learned how to deliver best contact center practices. We offer over 50 years of experience in customer communications services. Many agents have long tenure with our company allowing for a strong knowledge base. Endicott’s technical infrastructure is state-of-the-art and agents have a large array of integrated technologies available to them to support your customers. We are efficient, thorough, and well trained.
Do you have a high availability/continuity strategy and disaster recovery plan?
Yes. From a high availability and business continuity perspective, Endicott has invested in redundant processing pathways that allow calls to be routed to an alternate location should a disaster or power outages occur. We have servers with Redundant Array of Independent Disks (RAID) technology to protect against failures of discs, redundant data centers and network nodes, backup generators and servers, and more.
What industries are your clients?
Endicott has extensive experience with clients from a variety of industries. We support clients in retail, eCommerce, healthcare, law, government, construction, property management and real estate, education, hospice, hospitality, financial services, and many more!
Does Endicott deliver its own call center services, or do you accomplish this through business partnerships?
Yes, Endicott independently delivers answering services and call center services. In addition, we are partnered with Ansafone Contact Centers to deliver services when needed.
Do you offer phone answering services?
Yes. Endicott’s roots are in answering service, and we continue to offer these services at a competitive rate. We provide the small company feel, coupled with reliable technology and well trained agents.
Do you offer email management and web forms management?
Yes. Endicott utilizes pre-approved email responses, email routing protocols, and escalation procedures. We can also manage the web form communication process for your organization.
Is there a limit to how many different employees (recipients) can receive the same message?
If required, the Endicott delivery system can be programmed to deliver the same message to multiple recipients at the same time, even if recipients are using different types of devices. Don’t forget, we answer your line according to your specifications.
Do you offer bilingual customer services?
Yes. We offer bilingual services featuring Spanish and English.
How do you recruit and train your agents?
Endicott has a successful history of recruiting agents based on our unique client requirements. We train and certify our agents at our internal training centers.
How is your agent training delivered?
Endicott’s agent training is delivered by certified instructors in one of our training centers. Agents in training use the actual hardware, software, and telephony equipment they will use when supporting clients. All of our training centers are networked and can share video conferencing and teleconferencing allowing students and instructors to share learning scenarios and learning best practices.
What is the complete range of your call center services?
Endicott offers answering services, inbound and outbound call services, live chat, email management, web forms management, and text messaging. All programs are tailored to your specific needs.
What do I need to do to get started with Endicott?
Getting started with Endicott is easy! Give us a call at (800) 510-0514 and together we’ll discuss your requirements and tailor a solution that’s just right for your organization.