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FAQs

Frequently Asked Questions

Why Choose CCS?

You can depend on and trust us.  Our CCS team and technology is set up to handle everything from simple messaging to complex critical call management. In other words, we can handle easy processes to or overly sophisticated systems - we can be everything you need. Our state-of-the-art equipment and professional U.S. based representatives combine to offer the exceptional service you demand.

How long has CCS been in business?

Since 1972.  CCS was founded as a small answering services company. From humble beginnings, we started our business by taking handwritten messages and relaying them to our small client base.

Over the next 40 years, we would see a major change in how we support our customers. With the evolution of technology, we invested heavily in our infrastructure, thus rapidly enhancing our service offerings.

As a result, we achieved a major milestone in 2010, by servicing our 10 millionth caller.

Since 2012, CCS has been recognized an impressive five times on the Inc. 5000 list of America’s fastest growing companies.

In 2017, we diversified our service offerings, again, by merging with our first IT Managed Services company, TechFIT, expanding our suite of support options.

From faxes to full Omni-Channel solutions, we’re committed to growing with our customers as we head into the future!

What are the hours of operation at CCS?

CCS is open 24 hours a day, 7 days a week and 365 days a year.

How does CCS prepare for disaster recovery?

All CCS locations 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 telephony connections.  With a robust and comprehensive plan established, we are ready to support your business needs.

What happens if I need help with 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 five locations located across the United States in real time.

How do CCS' services work?

Each of our clients are assigned a unique phone number. When a customer calls in, your customized verbiage and specific account information is prepopulated on our representatives computer display. This integration and technology positions us to professionally and accurately represent your company.

What types of reporting/performance metrics do you provide?

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.

Leveraging our data from our phone systems, CRM platforms and customized software tools, we’ll be able to evaluate areas including:

  • Forecasting
    • Operational 
    • Financial
  • Staffing
  • Call Center Metrics
    • AHT
    • ABD rate / %
    • ASA
    • FCR 
    • Occupancy/Adherence
    • Outliers
    • Quality Assurance

How will I receive notifications/messages regarding my account?

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

What information is included on the messages I receive?

Each message includes the time the call was taken, who/when the message was delivered to, outbound attempts by our team, initials of CCS representative that took the call, along with the information that was gathered from the caller.

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.

Contact us online or call 888-832-5397 to discover how we can help your business.

Sign me up! 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.

Contact us online or call 888-832-5397 to discover how we can help your business.

Our Customer Service and account programming team will work closely with you to offer assistance on scripting development, defining procedures, customer verbiage and much more to ensure that CCS is handling calls according to your standards.

Not sure what you need? No obligation consultation/business review.

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.

Contact us online or call 888-832-5397 to discover how we can help your business.