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MASCO Services Inc. has provided
telecommunications services
The Telecommunications division of MASCO Services, Inc. (MSI) was formed in November 1976. Our state of the art inbound call center provides the following call center processing services:
Our Call Center customer service representatives serve as the front door to your organization. We use the latest technology and MSI has the expertise and experience to assist you in your telecommunications needs. According to an independent marketing report, "The MSI Call Center stands above the others because of its efficiency in handling calls and its professionalism." Our hallmark is knowing our customers' individual needs and providing service with a personal touch. We train our staff to be sensitive to all types of issues and to respond any emergency situation quickly and appropriately. Our highly dedicated and talented management team is composed of individuals with diverse backgrounds in technology support and call center operations.
What do you need? We can either be the primary contact with your callers or supplement your services. If we are the primary contact, we can fully handle your incoming calls or act as your receptionist, screen calls and either transfer the call to you or take a message. We can also provide these services on a "part time basis" - when your office is busy, closed or no one is available at the moment. We will take messages for you and deliver them to you. The call center is the lifeline of your organization connecting you to the outside world. Delivering critical information and representing your company to hundreds of people a day. The hallmark of MSI's success is our highly skilled Call Center Staff. If you outsource your call center operation to us, we can provide a solution for some of the many challenges faced by your organization. Few organizations have the time to implement an effective organization-wide telecommunications solution.
MSI provides service designed to save you valuable time in your busy day. Our professionally trained staff will take your messages, obtain the information you need quickly and courteously. Messages can be delivered to you by email, alphanumeric pager, fax machine or as a text message to a cell phone or PDA. You'll never miss that customer that calls just after office hours. We are here 24 hours a day 7 days a week. Do you have a web site and lose customers when they leave your site because they have a question and cannot get an immediate reply. It may be a simple question that is actually answered on the web site, but the customer does not see the information. We can take that call for you so you do not lose that sale.
We answer calls for some of the outstanding medical institutions and practices in the Longwood Medical Center area, which is located in Boston Massachusetts. Healthcare providers trust us to assist their callers with problem situations, page medical professionals, when necessary, and take routine messages for their administrative personnel. All of our customer service representatives are trained in HIPAA (Health Insurance Portability and Accountability Act) procedures. We understand the importance of confidentiality in all types of business operations. Today, many offices call patients to confirm appointments - we can do that task for you. Many patients are not available during the day and if you leave a message on an answering machine, you are not sure that the patient actually receives the message and will keep the appointment. We can call after your business hours and email or fax you the results.
Centralized Attendant Service allows customers with either multiple locations or a single location to have MASCO Services Inc answer their main listed number. Today, most companies have telephone systems that allow callers to directly dial various departments or individuals. However, many callers dial the main number and do not want to deal with a dial by name type of system. We can answer those calls for you and transfer the caller to a correct extension. You may currently have a person who answers calls as part of their responsibilities, but it is not a full time job. We can streamline your business process by answering calls at all times of day and night. If an emergency or urgent situation occurs, we can page or call specific personnel. Our goal is to be as transparent as possible to your caller. Our multi-tasking call processing systems integrates the Lucent Definity PBX/ACD in a CTI application with a LAN based system for directory look-up, provided by XTEND Communications. The XTEND software creates a unique link between the telephone and the call center representatives' workstations. At MSI, the customer is a "partner" in the relationship and has as much control over the delivery of the service as the business desires. We work in collaboration with our clients to customize their service and providing insight to our service associates about our client's business operation.
MASCO Services uses Xtend Corporation's Windows-based CTI application that gives customer representatives visual access to advanced telephony capabilities from their desktop computer. It provides the ability to overhead page as well as park-meet-me paging. If your business has situations that require immediate paging for either urgent or emergency calls, we can contact your on-call personnel immediately. We can generate a page to any type of pager or send a text message to a cell phone or PDA.
This service allows your customer to hear your personalized greeting informing them that your offices are closed and requesting that they call back during regular business hours. It does not allow them to leave a voice message. However, if the call is an emergency, the caller has the option of pressing "0" to be connected to a customer service representative. By screening your calls with a customized Auto Attendant/IVR Solution, MSI enables clients to further reduce the overall cost of our service. Since each situation is unique, we offer different Auto-Attendant and IVR Solution variables to address the specific needs of each organization.
If your telephone switch has service observation capabilities, we can augment the Quality Assurance efforts of your call center supervisors/managers. We will monitor your representatives using your form or one that we design for you. We will immediately forward results of the observation to call center management for immediate feedback to your representatives. The benefits of this service are:
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© 1998-2007
MASCO Services Inc. |
