Frequently Asked Questions

Why CCS?

CCS is set up to handle everything from simple messaging to complex critical call management. In other words, we are as simple or as sophisticated as you need us to be. Our state-of-the-art equipment and well-trained, courteous agents combine to offer the exceptional service you demand.

How long has CCS been in business?

Since 1972.

What are the hours of operation at CCS?

CCS is open 24/7, 365 days a year.

How does CCS handle power outages?

All CCS sites are equipped with commercial grade back-up generators as well as CPU batteries for added redundancy. In addition, the majority of our technology is co-located in a data center that is equipped with redundant power and phone connections.

What happens if you have unexpected call volume?

Our system allows us to route all calls locally to one location, or should unexpected events occur; such as natural disasters or higher than anticipated call volumes, we have the ability to re-route calls to any of our four locations across the United States in near real time.

How do your agents know to answer my calls in my company name with my account information?

Each company is assigned their own, unique phone number. When a customer calls, your answer phrase and account information shows up on the CCS agent’s computer screen. This allows us to professionally and accurately represent your company.

How will I receive messages?

  • Email
  • Internet
  • Voice mail
  • Cell phones
  • Alpha-numeric pagers
  • Text messaging

What information is included on the messages I receive?

Each message includes the time it was taken, to whom and when it was delivered, dial-outs that were made to deliver the message, the initials of the agent that took the call, along with the information that was gathered from the caller.

How do I set up an account?

One of our Sales Reps will be happy to speak with you about pricing and explain the many features that CCS can offer to your business. Our Customer Service Department/Programmer will then work closely with you to offer assistance on scripting, procedures, the answer phrase, and much more to ensure that CCS is handling calls according to the manner that you desire.

Can you handle calls or take orders on my website?

Yes, CCS has “web pop” features that allow your website to automatically come up on our agents screen when your customer calls. We can then handle any calls or orders directly on your own website.

What types of reporting do you offer?

CCS can provide you with Call Detail reports, Dial Out reports, Caller ID reports, and much more. In addition, every call is voice recorded and archived. We can also provide access to our portal to run reports on your account at your convenience.

Need a Professional Call Center Solution?

We can be anything from your full-time, 24/7 answering service to the recipient of your overflow calls. Whatever your needs, we can craft a complete solution that will save you money and improve your customer retention.

To learn more about how Customer Contact Services business solutions can help you enhance your live customer support, call us today.

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