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 Top Tier Talks. 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 anywhere.

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.

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Do I have to sign a contract for your telephone answering services?

No. Cancel any time.

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Are your agents bilingual?

Yes

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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.

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Is privacy important to you will my and my client’s information be protected?

Yes, our virtual call center 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 information is safe and secure.

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How will calls for my business reach the Top Tier Talks 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.

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How will I get my messages?

We deliver messages via fax, email, text messaging (SMS). For example, we can send a text message to your cell phone, and then you can later retrieve or review that same message on the web, and then via a summary email the next morning.  Also, based on your account setup, you can have different dispatch protocols for different types of messages (i.e., emergencies sent via text message and then called to confirm receipt, but all routine calls held for the next morning).

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Is there a limit to how many people can receive messages?

There is no limit or additional cost for message delivery to multiple people.

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Can I track or view my minutes online?

Yes. 24/7/365 in real-time.

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Can I listen to calls online?

Yes. 24/7/365 in real-time.

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Can I record my own greeting for customers to hear when they call?

Yes. Or Top Tier Talks can record one specifically for your business.

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How often can I make changes to my script?

You can make unlimited changes to your script by contacting your Business Development Coordinator.

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Can I get messages when traveling overseas?

Yes. You can access your messages 24/7/365 via our secure client web access portal.

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Why do I need an answering service when I already have an office assistant?

Top Tier Talks 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.

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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 insure 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. Our 2.1% turnover is an industry low.

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How quickly do you answer my calls?

90% of all calls into our facility are answered on an average of four rings or less.  The rest land in our hold queue 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.

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How do your CSPs know what questions I want asked and what information I require from my callers?

Before your account goes live, you provide Top Tier Talks with a list of frequently asked questions and provide the answers. Any question we cannot answer are forwarded to the client for a call back.

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How do your CSPs process orders for my company?

We can connect to your database using a direct connection or by utilizing an API connection.  If neither is available, we can use our web interface to connect directly to your online order processing system. To speed up this process we recommend the use of a robust search feature.  Also, guest checkout should be enabled, and we cannot always use a Paypal checkout.

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Should I let you know if I forward my phone for some reason during business hours?

We answer when you forward, and any instructions can be given at that time, if desired, should they differ from the normal protocols you have in place. If you have different Holiday protocols, that information should be provided in advance.

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What am I billed for?

Line items on your bill will include:

• Base Rate

• Live Services

• Virtual Services (if any)

• total

There are no surprises. You will not find any hidden fees on your invoice.

The main item will be Live Services.  Emails, texts, and faxes are also billed through Live Services, which can be optionally added to your account.

Virtual Services applies to call patching, voice mail, and front-end voice greeting. Also, toll-free numbers are billed at an additional per minute rate.

Account Customization is a one-time fee* based on the complexity of the account. *Your Business Development Coordinator can provide you with a specific rate.

You can review your call volume and listen to your call recordings for quality control via our secure online customer portal (Client Web Access) at your convenience 24/7/365.

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How can I pay?

We offer two payment methods, credit card/debit billing, or ACH checking, or you can apply for credit terms. 

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