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NCS News #16

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Northern
Communications

Reaching People When It Counts Most

SUDBURY • NORTH BAY • TIMMINS

Issue #16

 

Text Box: Sudbury 673-6888 l North Bay 474-2200 l Timmins 268-4822 Toll Free (800) 461-3317 Text Box: Northern Message Centre Wins Awards! Text Box:       Northern Communications wins the Award of Excellence again. CAM-X, Canada's premier Call Management Association presents this award.       Every year, over a six-month period at any time of the day or night a “mystery” caller makes calls to some of our clients' business lines. They take the operator through a test call and record the entire event. Two separate judges score the call against a number of criteria.   Text Box: Only those companies that score more than 80% are presented the award.  Our Timmins office has now won the award seven years in a row and this year Sudbury was in the top 5 scores in all of Canada! CAM-X is the national trade association for the Message Handling / Order Taking / Emergency Dispatch and Call Centre business.   Text Box: Congratulations to our staff for their “Excellent” performance! Text Box: Pager Changes! All clients with pager numbers in Sudbury beginning with 524 or 525 will eventually be given new pager numbers.  If you have a pager that begins with one of these exchanges, you may wish to have your number changed before re-ordering business cards or any other printing that lists your pager number.  For your convenience, we will be leaving the last four digits of the pager numbers unchanged with the exchange being changed to 662.  Your number can be changed any time you wish.  We will contact you at some point over the next few months to make this change.  In order to make this transition as smooth as possible, we can have a greeting to direct callers who call your old pager number to your new pager number.  This service will be provided free of charge.  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

Text Box: Northern Message Centre Installs a new  System Text Box:       We have just recently upgraded the hardware and software used to operate our Message Centre to a new single system to serve all three cities. What a change!! We can do everything we used to be able to and a lot more! This new, award winning product, brings a range of new features and services that we can use to serve your existing needs as well as a whole new range of products and services.       We have operators in Sudbury, North Bay and Timmins.  In normal circumstances your call will go to the operators in your city just like always. If all operators are busy in “your” city, the call will be routed to the next available operator in any city so we can answer as soon as possible. Over the years, you may have gotten to know the operators in your own city by their voice.  Likewise, they may have learned your voice.  Now you may end up talking to operators in other cities for the first time.  In doing so, you will have to identify yourself as well as the full name of the person you want us to contact on your behalf.  “Please tell Fred to call me” may have worked in the past but it may not be enough information if the operator does not recognize your voice or know which Fred you are after.       Over 80% of our calls are answered by a trained operator in three rings or less. Sometimes there is a surge of calls and a caller will have to wait more than three rings for an operator. At no charge, we now have a personal auto-answer greeting set up for all our clients' files. The caller hears something like; Text Box:   “Hello, you have   reached ABC Inc. All operators are busy serving other callers. Please stay on the line and your call will be answered in sequence.” While it is not an operator, the phone is answered on the third ring and it is an indication to the caller that they have reached their intended destination.        One of the things that this has allowed us to do is go to a modified “one-call” environment. This means that in most cases when an operator answers the call they will complete the call without ever putting the caller on hold, answering another line, putting them on hold and then going back to the first caller. This has been statistically proven to be more efficient and people generally like this style of service much better.          With the new system we now can “pop” web pages, complete forms on the Internet, take orders for complex items and more!  We can now send a copy of all your messages to your e-mail address. Some people use this to track their staff and/or confirm the message was responded to while others use it to bill their clients for jobs done. There are all sorts of reasons why this is a good service and why it is much better than faxing.          We provide live bilingual service twenty four hours per day, seven days a week. We take messages, we process orders, book appointments, provide receptionist service, take reservations and dispatch both doctors and service people. Call us to see what we can do for you!! Text Box:   Text Box: Would you like to receive our Northern Communications newsletter by e-mail? If you would, please send an e-mail to news@northerncom.com asking to be added to the list. Please indicate the services that we provide you and the name that we bill these services to.  If you are not currently a Northern Communications client but would like to receive the company's newsletter please specify that in your e-mail request. Text Box: NEWSLETTER BY E-MAIL Text Box: Congratulations to True Steel Security GE Interlogix recently announced the winners of their 2002 International Wireless Awards. Congratulations to True Steel Security, our sister company, for winning the 2002 Merit Award for Most Innovative Use of Wireless Technology.  This is the second consecutive year that True Steel Security wins an International Merit Award for a wireless alarm installation.  Now that is saying something, especially considering that there are literally hundreds of alarm companies in dozens of countries that qualify for these awards.  Keep up the good work team!  Find out more at about this award and True Steel's services at www.truesteel.com  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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