Use the links below to navigate to any particular category of questions:


General Questions

What type of services do you offer?

Central Communications is a full service 24 hour live answering service and call center. Our core business is live call center services, but we also offer voicemail and other phone service. If you cannot find a specific service listed on our web site, please call us. We offer many services in addition to the ones listed here.

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How long does it take to get my account up and running?

We can get most accounts up and running within twenty-four hours. Complex accounts may take a bit longer.

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What if I don’t have an office but I don’t want my callers to know?

Just tell us how you’d like us to identify ourselves to your callers. We can be your “receptionist,” “assistant,” “call center,”—whatever you prefer! Callers don’t need to know that some or all of your calls are outsourced to Central Communications.

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Will I need any special equipment or phone service to use your services?

No, not at all. You need to have the ‘call forwarding’ feature on the line(s) you wish to forward. This is arranged through your local phone company.

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What are your hours of operation?

We are a 24/7 live call center and therefore we never close.

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How can you get my messages to me?

There are many ways! Here are a few: text message, pager, fax, email, voicemail and online. Discuss your needs with a customer service associate and we’ll find a solution for you.

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Who do I call to ask questions or make changes in my account?

Call our customer service number at 800 786-9079. This line is answered 24 hours a day, 7 days a week.

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Do you rent post office boxes or collect mail?

No. We recommend you rent a local box directly from the post office or a third-party postal center.

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What kinds of call reports do you provide?

Central Communications can provide detailed call reports customized to your needs. Just ask your customer service representative for assistance.

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Can you transfer or connect my calls directly to me?

Absolutely! We can transfer your calls to any local or nationwide long distance number you choose.

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How do you handle emergency calls?

You determine what an emergency is for your account. We then follow your specific instructions for handling these urgent calls.

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What type of service agreement do you have?

Central Communications has an easy to read, month-to-month service agreement. Special projects may require a longer term of service.

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Can we have different message delivery instructions for different members of our staff?

No problem! That’s what we mean when we say your account can be customized to your needs.

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Telephone Numbers and Call Forwarding

How do I get my calls to you?

Central Communications will provide you with a unique, personal telephone number. Using your local telephone company’s call forwarding feature, you simply forward your calls to this number when you want us to answer your calls.

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What if I have my own toll-free number. Can you answer those calls?

You can call forward your 800 number to us just like a standard telephone number—at select times you choose or twenty-four hours a day.

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What about long distance charges? I live in a different state. What will it cost me to forward my calls to you?

None of our US clients have to pay long distance rates to forward their calls. We will provide either a local phone number or a toll free number (at no additional charge).

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Can I publish the telephone number you give me?

Yes. There is a minimal fee if you desire to do this. Please ask your customer service representative.

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I don’t have an office or a business telephone line, but I might open an office at a later date. If I do, may I take your assigned phone number with me?

Unfortunately, no. Central Communications leases telephone numbers in ‘blocks’ from our telephone company. The blocks cannot be ‘broken up’ meaning that individual numbers cannot be moved or reassigned individually. We recommend all of our clients have a telephone number from their local phone company for this reason. This is possible even if you don’t have a physical office.

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Rates, Usage, and Billing

Do you bill for your services by the call or by the minute?

At Central Communications we bill based on minutes of usage.

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What are your rates?

We offer standard rate plans as well as custom billing options. Ask for rate plan information. If you desire a custom rate quote, just ask a sales associate.

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When I call to talk to your Agent, is that charged to my account?

Yes. All incoming calls are billable because our rates are based on Agent labor. If you wish to make changes on your account, call the customer service line: (800) 786-9079. This will ensure you do not accrue any billing charges for the call.

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What forms of payment do you accept?

We accept Visa, MasterCard, American Express, or you may pay by personal or company check. Most of our new clients take advantage of our automated credit card payment option. You may select this option when signing up for service or at any time thereafter.

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I have found a cheaper service. Will you match their rates?

We can try. We’re a competitive call center, so give us a call and we will try our best to match or beat a lower price. Sometimes this can be accomplished through a different service plan or structure.

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Quality and Training

How do you select your staff?

Central Communications has a large pool of qualified applicants from which to choose. We offer competitive wages and benefits in a friendly work environment. Applicants are typically college educated and always thoroughly screened. We look for candidates who have excellent verbal, computer, and writing skills. Less than 2% of all applicants ever become Central Communication Call Center Agents

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What kind of training do your Agents receive?

Each Agent must complete a rigorous 4-week training course involving call simulations, recorded call assessment and detailed supervisor evaluations.

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What about ongoing quality control?

We record all calls and perform monthly evaluations on all Agents to ensure a high level of quality. We refer to this as our ‘Award of Excellence’ and Agents who achieve high scores receive a pay bonus. Additionally, we have frequent staff meetings to review new client accounts and to address special needs of existing clients. We have found the key to maintaining high quality is two-way communication with the staff as well as continuity training.

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How do I know all my calls will be answered in a timely manner?

We offer PAA (Personalized Auto Answer), free of charge, to guarantee an excellent response time on every call. Our average hold times are very low–a standard of excellence in the call center industry!

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How do I know you can handle my call volume?

Our staffing schedules change every week and are based on historical call traffic as well as anticipated call volume. If you anticipate a large volume of calls, just inform us ahead of time so we can schedule accordingly.

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Procedures

How do I change my voice mail password?
  • Call your voice mail number.
  • Press [*] (the star key) when you hear your outgoing message.
  • Enter your password, then [*].
  • Press 6 for Modify.
  • Press 7 for Set-up.
  • Press 7 for Password.
  • Enter your new Password.

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What if I forget my current voice mail password?

Just call our office and we’ll be happy to assist you.

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How do I change my voicemail greeting?
  • Call your voicemail number.
  • Press [*] (the star key) when you hear your outgoing message.
  • Enter your password, then [*].
  • Press 6 for Modify.
  • Press 7 for Set-up.
  • Press 6 for Outgoing greeting.

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How do I retrieve my voicemail messages?
  • Call your voicemail number.
  • Press [*] (the star key) when you hear your outgoing message.
  • Enter your password, then [*].
  • The system will tell you if you have any messages waiting.
  • Press 5 for listen; after listening, delete or keep the message.
  • Press 6 for the next message.

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Why am I getting a busy signal when I am trying to forward my line to you?

This usually means your line is already forwarded to us. Simply test the call forwarding by calling your own telephone number from another line.

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How do I know my lines are forwarded to you?

Central Communications recommends that you test your connection every time you forward your line. You must call from a line other than the one that is forwarded, or you will get a busy signal.

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When I’m forwarding the phones to you do I have to wait for a live Agent to answer?

No, because Central Communications uses Personalized Auto Answer when we’re unable to answer your line within 4 rings. If you hear your PAA recording, you may hang up. But you should still check to see that your line is forwarded by calling your office number from a separate phone line.

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Some of my clients hear a busy signal when my lines are forwarded. Why does this happen?

Most likely you do not have enough “Talk Paths” from your phone company. When your line is forwarded to us your phone company will limit the number of simultaneous calls we can answer. If you have just one talk path, they will forward just one call at a time. Additional callers will hear a busy signal until the first caller hangs up. Call your phone company and order additional talk paths if necessary.

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My pager is not getting pages. What should I do?

Alert our office immediately and inform us of alternative ways of getting a hold of you. Then contact your paging company so they can help you troubleshoot the problem with your pager. Many times just changing the battery will solve the problem.

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