Services

Services Provided

Faxing

MONROE’S can automatically fax your messages once or twice daily, immediately fax all messages and/or send a weekly / monthly copy of all your messages. Whatever schedule you want the messages to go out. We can accomplish.

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Help Desk

Let our staff handle your after hours help desk. Using our Internet Answering feature we can open tickets and dispatch directly from your system.

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Surveys

Let us gather that important information you need. Perfect for occasional or seasonal projects.

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2 Way Texting

We will immediately send to your own call or any individual or group. Each recipient can respond back to our staff.

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Customized Services

Services can be tailored to fit your special needs and circumstances. Our state-of-the-art system will allow us to design an application that will serve you in the most effective manner. With our sophisticated system, we can design applications for referral programs, dealer locate, class registration, help desk services, and much more.

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Patching

If Monroe’s operators get an important call from a number that cannot be called back, we can keep them on the line and patch through to any number or any person you request. Our patches are digital and therefore of the highest quality.

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Help Desk

Let our staff handle your after hours help desk. Using our Internet Answering feature we can open tickets and dispatch directly from your system.

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Guest List Management

Let us manage your invitation responses. Guests call a toll free number with your personalized message to respond. Our staff follows up directly with any invited guests who have not responded to provide you with a complete confirmed guest list.

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Print Outs

Monroe’s tracking printouts show proof of: (1) How many times your line rang into our service. (2) The average length of time calls were placed on hold. (3) The length of call conversations. (4) What numbers were dialed to dispatch the messages (5) The number of times an employee was paged. (6) Initials of the Operator who took message. (7) The initials of the Operator who dispatched the call … and anything else you may want to know.

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Order Entry

Our operators can take production information for your product/service orders. With Internet integration, direct order entry is a convenient alternative to gathering information from various sources.

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Call Center Outsourcing

Dedication of one or more persons to handle your calls exclusively.

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Advertisement Response

Let us handle the calls generated by your advertisements.

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Check In Line

As your answering service, Monroe feels it is our primary duty to answer your callers with a “live” operator with the least number of rings. We do this in the most professional way possible while also reducing the number of hold times to a minimum. We strive to take the most complete message possible and collect all the information you have requested from your caller. Messages are immediately dispatched or held until your next business day, depending upon your instructions.

By using our “Check-In Line” you have the ability to:

1. Check for text messages (also called secretarial messages).
2. Check for “voice” messages.
3. Fax yourself any text message(s) holding since your last notification.
4. Hear any voice message(s) or
5. Create a voice message for someone else in your company.
6. Change your status, such as: “in the office”, “out”, “on pager”, “in a meeting” or any of the other various options. When you do make this change, it shows your chosen status on each operator screen so they know where you are.
7. Or you can jump to a operator for more assistance.

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Computer Based Services

Monroe uses a specialized state-of-the-art telephone answering service computer system from the largest, most dependable industry vendor to store your messages until they are delivered. These messages are time stamped when taken and are unalterable. Messages are detailed with the initials of the operator who took the call, who delivered the call and who the message was delivered too. It also includes how many rings, the hold time, if any, all other applicable details and of course the message and it’s origin.
Most services are integrated into one combined system. This system completely manages and archives all operator involvement, tracking, faxing, e-mailing, patching and message management

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Contest Lines

Management of your call-in promotions. Our system can handle the calls generated, and provide you with the winner’s information as quickly as you need it.

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Alpha Paging

Monroe’s has integrated auto Alpha Paging. Alpha Paging allows our Operator to send your completed message to your alpha pager so you receive it immediately.

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Call Screening

Monroe’s has the ability to screen your calls for you. Screening is a pre-recorded message of your choice that can give office hours, location, emergency details and any other information before our operator comes on the line to assist your caller.

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Employment Screening

You can use either live operators (our customer service representatives) or our voicemail system. This saves your office staff valuable time during the initial screening process.

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ANI

Capture of automatic number identification (caller ID and Name) is available, And is on all Scripted Calls.

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E-Mail Services

With the technology used in today’s world E-mail is an important means of communication. Monroe Telephone has the capability of E-mailing your messages to your E-mail account or multiple accounts, while simultaneously Alpha-paging and faxing the same message to your company. We can also e-mail you a .wav file of the operator and your caller so that you may hear the entire conversation.

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Appointment Confirmation

We can make reminder calls to help ensure appointments are kept.

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How We Do This

One of the ways Monroe assures this is by over staffing. Time and time again we find that our staffing levels are 20% to 30% higher than that of our competitors. This gives us more time to pay attention to detail when taking your calls.

Another way is by automating message delivery to meet your message delivery request. Our communications server, is scheduled to immediately send or hold, depending upon your instruction, fax and e-mail generated messages. We use our professional “Who’s On-Call” scheduling server (updated minute by minute) to always know who to contact, while having home, cell, pager, text messaging, and PDA numbers instantly available. This increases the speed and accuracy of real time message delivery. By automating message delivery we are able to spend more time with your callers and gives you more time to focus on your business.

Many of our clients have found that by using our “voice mail” pickup service for retrieving their messages, combined with fax, e-mail, cell phone text messaging, and/or alpha or digital paging of the message, is the most efficient way to go. Let alone, there is never a wait or interruption. To do this, when we answer your account our system is programmed to record both sides of the conversation into your private voice mail box while our operator speaks with your caller. Once the call ends, this call can be heard by you, start to finish, by calling our check-in line. This voice message may be replayed, forwarded to another mailbox, or deleted. The text/ “secretarial”, message we type into our system is then sent to you, per your instructions, just as before.

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Staffing Stability

Most answering services have a high turnover rate of employees. Being an Operator can be a very stressful position, however if the answering service does not offer comprehensive training, is understaffed and pays low wages most of the employees will leave before they even get to know their clients name. NOT HERE! 15% of MONROE’S employees have 15 years or more experience! 20% of our employees have 5 years or more experience. 35% have 2 years or more experience while 30% rotate. On a 2 year basis, in our industry and most other industries, our record is Superior!

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Special Recording of Patched Calls

If you wish to have a specific telephone conversation recorded, we can patch you through to the number you are calling and record the conversation digitally. Then you would be given a tape of the conversation for your records. Prior notice before the call is placed would be required to arrange the call for special recording.

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Customized Scripting

Your account will be custom scripted to your needs so that you always receive the highest quality message.

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RSVP Services

Let us manage your invitation responses. We provide you with a telephone number that your guests will use to respond. Make responding to your invitation as simple as picking up the telephone.

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Voice Mail with Operator Access

Combines the best of live operator and voice mail services. Your callers will hear a recorded informational greeting giving the option of pressing “0” to speak with a customer service representative if they have an emergency, etc. You also can give them the option of leaving a voice mail message.

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Unified Messaging

MONROE’S will send you a voice “.wav” file of each conversation between your caller and our operator to your e-mail account as an attachment to the written message the operator took. Imagine receiving a voice copy of all your messages in your personal email account that you can play at any time and save for as long as you wish. You are in total control of how, when and where your messages are delivered.

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Reminder Service

Do you want to be reminded of a recurring event? Our automated service will call you at the times you specify with a recorded message reminding you.

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Wedding Services

See RSVP and Guest List Management.

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Operator Meetings

Monroe’s operator meetings are held to help each operator understand the instructions of a client so that we may assist their callers to the clients’ specification. Operators are critiqued on their call handling performance and given advice and practical skills if needed in order to improve.

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Message Mail Outs

Monroe’s will mail you a printout if you would like hard copies of all the information taken from your callers. This includes all messages taken, any hang ups, wrong number calls and any client information given. It can also include check ins or check outs, on call information, etc.

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Wake Up Service

Monroe’s offers this service for clients who need a wake-up call to ensure that on call employees or night shift employees are awake and on the job.
Need a reliable “alarm clock”? Hitting the snooze button and oversleeping? Forget to set the clock? Monroe Telephone Answering Service offers a fool proof wake up service.

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Information Hotline

We can allocate a special number which rings directly to our service containing your specially recorded information. You can announce new products and special deals, details about your business, how to get there, and promotional information.

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Hyperlink Services

We can immediately access your website to provide your caller with complete customer service by answering questions, giving directions, accessing online databases, and taking orders. We can also take calls from any number listed on your web-site. Do not let another customer take their business elsewhere because of unanswered questions about your product or service.

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Operator Training Program

Monroe’s new operators go thru an intensive and extensive office training program. Each new operator then has an experienced Senior Operator or a Supervisor work with them one on one until he/she is considered capable of answering incoming customer calls promptly and professionally.

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Many Rate Prices

One of our rate prices should fit your needs. If you need to start with a lower rate, your account can be update to a higher rate by just calling our Billing Department to advise. The new rate will take effect the next billing period.

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Archived Messages

Monroe’s will keep your archived messages for an indefinite period. Our company has all records stored on CD and our archiving goes back as far as October 13, 1991.

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Call Recorder and Logging

All of Monroe’s conversations, into and out of our office, are digitally recorded/logged. These conversations are automatically burned to DVD and are never listened to unless you have a question or concern about a call or if someone within our office administration is checking on quality control.

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Supervisor Meeting

Monroe’s holds regular meetings to discuss any problems or issues, existing and new client needs/updates and any other matter which may be helpful to our staff.

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Course Registration

We can provide information and take registration for any courses or seminars you may be offering.

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Appointment Making

Monroe’s also offers the scheduling of client appointments and reservations.

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Peak Period Staffing

In order to give Monroe customers the best service possible, we over-staff during peak hours to ensure all calls are answered promptly so you get the best service possible.

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Temporary/Vacation Services

Short-term service available.

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Dealers Locate

In addition to Order Entry, we can provide callers with the most convenient place to obtain your products and/or services.

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