Q: Does Contact One have a disaster recovery plan?
A: Yes, we keep our servers at a secure data center and have generators, battery backup, redundant service providers, etc. We have taken numerous steps to ensure we are operational regardless of natural and man-made disasters.
Q: Can I receive reports on call volume?
A: Yes Contact One provides a range of call reports. Our reporting software can give our clients a view of call patterns by Day/Week/Month and even Hourly reports. We can also customize reports to meet your needs.
Q: How long does it take to get started?
A: In as little as 10 business days we can start taking calls. We are very thorough and want to make sure we meet your expectations, that requires time to train our team and test your account.
Q: What are SLAs?
A: SLA stands for Service Level Agreements. Service Levels in a call center usually represent how quickly calls are answered and processed. These are usually represented in 75%/120s or 90%/10s, where 75% of the calls are answered in 120 seconds or less or 90% or the calls are answered in 10 seconds or less. Our goal is 80%/30s which we believe provides the right balance for customer service and efficiency. Most of our calls are answered live by our receptionists and the calls that do go into the queue only wait about 20 seconds on average.
Q: What is AHT?
A: AHT is Average Handle Time is the duration of the call plus the time (wrap time) it takes a call center rep to finish any notes or actions after the caller has hung up. For example, a call that lasts 2 minutes plus 20 seconds of wrap would have a handle time of 2m 20s.
Q: Do your services work with Google Voice?
A: Even Google does not recommend using Google Voice for business. From the Google Voice Help Forum: “Google Voice is not recommended for business or Institutional use. There is no direct support from Google and in the event of problems, you’re limited to seeking help on this public forum where users attempt to assist users with their questions and problems. Although fairly reliable for personal use, random glitches and problems can severely impact your Institution should you encounter problems with Google Voice and there is no guarantee of service. Please scroll through these public forums to get an idea of the common problems that Google Voice users encounter.”
We recommend using a service like www.grasshopper.com which offers a professional alternative.