Telephone Answering Excellence
Anserve Inc., a leading phone answering services provider, offers professional answering services for healthcare providers, government agencies, and businesses large and small. Our agents are trained in customer service, data security, and HIPAA compliance. Voicemail can lead to missed opportunities for a business, so Anserve answers the call when you cannot; after hours, and on weekends and holidays. Anserve offers high-quality telephone answering services, with state-of-the-art technology to answer the phone even during widespread power disruptions. We offer appoinment scheduling and emergency answering services, available in over 200 languages. Get 24/7 high quality telephone answering services for your business, and take your business to next level.
Focus
Reviews
the project
Call Center Services for Medical Practice Company
"What Anserve does for our business is what keeps our relationship solid."
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
We’re a multi-physician medical practice and I’m the administrator here.
What challenge were you trying to address with Anserve Inc.?
We were looking for a team that could handle our volume of calls and the complexity of getting the information given the environment and how much the technology was changing. As a result, we wanted to engage with a facility that would be able to do that and grow with them in the future. Our initial partner was just a small mom-and-pop shop and was not really ahead of technology.
What was the scope of their involvement?
In the early 2000s, when technology was becoming more prevalent, Anserve performed paging services for us. Doctors carried pagers and some of them had cellphones to make calls, but the majority was still using public phones or payphones. We’ve been with them for almost 20 years.
We hired them to provide answering services whenever we’re not open such as nights, weekends, holidays, and other similar days. They answer the phone for us and route calls to the proper doctors. Currently, we have about 18 doctors. For example, if there’s a doctor on call on a Tuesday evening and a patient, hospital, or facility is looking to speak to a doctor, the Anserve team will respond to them.
Since we’re in the medical field, there’s an immediacy because people’s lives are at stake. There may be times when people will reach out to us when their family member is sick, and they’re trying to find a doctor to accommodate them. It's very important for the team to provide a calm voice at the other end of the line.
Once they receive an emergency call, they will text the information to the doctor. If there’s no response from the doctor after three times, they will immediately reach out to me and inform me about the situation. If not, they will either answer the questions to the best of their abilities or get those messages to our office. Moreover, if it’s something that can be handled by an office administrator, they’ll convey the message to us the next business day when the practice is open. We also get a fax copy of all the calls they’ve received overnight.
What is the team composition?
I speak with 6–7 people from Anserve on a regular basis including the owner, the owner’s son, supervisors, technical staff, billing department, and more.
How did you come to work with Anserve Inc.?
I asked some colleagues about their trusted answering services company, and Anserve was referred to us. That’s how we originally interviewed them. We also checked some of their references. Additionally, I liked that they were a mid-sized company and they had their eye on keeping the latest technologies.
Moreover, I appreciated that they were big enough to be at the forefront of technology but small enough that I could still engage with their owner — which is something that I wouldn’t be able to do in a lot of companies.
How much have you invested with them?
We’ve probably spent $10,000–$12,000 per year.
What is the status of this engagement?
Our ongoing work began in January 2003.
What evidence can you share that demonstrates the impact of the engagement?
For the time that we’ve been with Anserve, they’ve always been ahead of the curve and have computer programs and technologies that are up to date. We’ve been happy ever since we collaborated with them. The team’s services are excellent and we’ve had no problem or issues with Anserve — that’s also the reason why we’ve stayed with them.
We’re here in New Jersey and we’ve been hit very hard a year ago by COVID-19, and because of that, we’ve received calls from people who get hysterical. Despite that, the team has remained professional and calm during those calls. They efficiently take calls and route them to the proper people.
How did Anserve Inc. perform from a project management standpoint?
We communicate with them in several ways including emails, phone calls, text messages, and whatever is necessary for the situation.
What did you find most impressive about them?
Their services distinguish them from other providers. Companies that have similar services to Anserve offer almost the same price. However, what Anserve does for our business is what keeps our relationship solid. Everyone that’s decided to use them has always had a positive experience.
I’m impressed that whenever I need any information, I can also reach out to their operators who answer the call for us, and they’re capable of helping me too.
Do you have any advice for potential customers?
Tell them what you need and they will tailor a program to meet your needs. Anserve has the experience and technology to make your project a success.
Since Anserve Inc. joined the project, the client's calls have been professionally and efficiently routed to the proper stakeholders. They provide exemplary services and have the ability to adapt to new technologies. Their responsiveness and professionalism are hallmarks of their work.