General Web Portal Updates

• Timeline in Call Details: In Call Details within your Call Log, you can directly edit the Closing block associated with the call from the Timeline. The Timeline also now shows everything the agent did while on the call with timestamps on Sections and when Closing activities fired (integrations, SMS, email, etc.). Having the ability to update the Closing block right from the Timeline helps save time as you won’t have to open up your full script workflow to make changes.
• Holiday Hours: In addition to adding dates to your Holiday sets,  you can now include specific times as well. For example, if you are open in the morning on Christmas Eve and then closed after lunch, you can add the specific hours you are open to your Holiday set.
• Calendar Log: The Agent log (available in Settings > Data) has been enhanced to show the timestamp of any appointments the agent may have scheduled, rescheduled, or cancelled.

Script Workflow Updates

• Add Name in Warm Transfer Block: If you are using the Transfer to Number option within the Warm Transfer script block, you now have the ability to add the name of the intended transfer party so the agents know who they are dialing.
• Nested Logic Options: Greeting and Logic script blocks now include the ability to add nested logic options, which will help agents navigate your script faster by enabling them to choose deeper selection without having to page forward in your script. For example, if you have a Specific Person path, agents can click the Nested Option to see all of the Specific People you have listed while remaining on the same page.
• Backup and Restore Scripts: You now have the option to backup and restore your scripts. Copies of backups can be found under the Archived Script tab within your main Scripts page. Our system will take backups weekly if any changes were made to a script workflow, or you can create your own backup by clicking the Backup link in the row navigation.
• Activate Township in Address Block: Need us to collect the Township the caller is in? There is a new option under the Address script block, which allows you to toggle on a Township field.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about.

• Record your Own Custom Greeting: If you don’t like the custom greeting attached to your SAS Number upon setup, add your own file or record one yourself right from the portal.
• Add Agent Alerts: If you need to make an immediate temporary update and are unable to get in contact with Customer Support, add an agent alert to communicate an update with our operators in real time. If you’re not in a position to add the alert yourself, you can dial your own SAS Forwarding Number and request the agent to add one for you!
• IVR Log: If you’ve configured an Advanced IVR within your SAS Flex portal, check out the IVR Log to view all interactions within your Advanced IVR. Similarly to your regular call log, the Voicemail log will display the timestamp, length, caller ID and outcome of every interaction.

The post SAS December 2021 Release Notes – Nested Logic Options, Updated App Integrations, and More! appeared first on Specialty Answering Service.

General Web Portal Updates

Script Workflow Updates

The post SAS November 2021 Release Notes – Revised Agent View, New SMS App, And More! appeared first on Specialty Answering Service.

Since we started answering business phones, Specialty Answering Service has been dedicated to rapid, reliable emergency dispatching – so businesses like yours can stay ahead of problems. When a customer reaches out for help, it’s critical they are heard. Faster resolutions means happier customers, and happier customers grow businesses.

Enter automated dispatching. For businesses that need to be available for their callers around the clock in case of an emergency, like restoration contractors or medical offices for example, having a reliable on-call system is paramount. For the past 20 years, SAS has been dedicated to providing the best answering service in the industry for businesses of all shapes and sizes. That means taking the services that we offer, and building up bigger and better than before. So we built our automated dispatching system.

With automated dispatching, we can deliver messages instantly to your on-call staff the moment the call ends, and we can do it along the communication channels that works best for your team. These improvements to our traditional live operator dispatching model give businesses a more comprehensive and cost effective way to receive emergency communication – and this system works right alongside our live operator answering service.

Here’s how you can use our fully automated dispatching to receive your urgent messages.

Use automated on-call dispatching with live operator answering services

Automated dispatching works alongside our live operator telephone answering service, allowing you to take advantage of live agents answering the phone and automated technology to make sure you received the message. As a 24/7 live answering service, we love hearing the voices of real humans more than most. However, when it comes to emergencies, there can be little room for error. By switching to a fully automated reach on-call set-up, our system can take care of dispatching urgent messages, and agents can spend more time focusing on answering your calls properly.

Pay nothing – automated dispatching is a free service

If you are using live operator dispatching, you are paying a per minute rate for our answering service agents to dial your staff. If your staff doesn’t answer, the agents will set the next call to dial out. This cycle keeps running until your dial outs are exhausted, or until the agents reach your staff. All of this is billable time under your per minute rate and can get expensive depending on your dial out settings.

Our automated dispatching is a free service. Switching to our automated on-call system is a great way to lower your monthly answering service bill, which means you can spend it on more important things (like that new coffee machine you’ve been pining over). With live agents are taken out of the mix, and the automated system is responsible for reaching out, then that means no extra charges.

Choose your preferred method of communication

We offer 3 different ways your on-call staff can receive their messages after the call. Some businesses prefer a phone call from their service when emergencies arise, and others are fine with their staff receiving a text with the caller’s information. SAS offers flexibility when it comes to choosing your urgent message delivery method. Options include:

• Recording: In the recording option, the system will call all numbers in your schedule with an audio message saying: “You have a new automated on call notification from SAS. Please press 1 to accept the message.” If the first recipient presses 1, the system will play the full audio recording of the call for them. If there is no keypress, the system will continue to call in accordance with the dialing rules you’ve set.
• Text to Speech (TTS): In the Text to Speech, or TTS option, the system will call all numbers in your schedule with an audio message saying , “You have a new automated on-call notification from SAS. Please press 1 to accept the message.” If the recipient presses 1, the Text to Speech system will read the message that you have created in your client portal.
• SMS: In the SMS, or texting option, a text message is sent to all numbers in your schedule at the same time. The message will say: “A new urgent message has been created. Reply with ‘OK’ to accept.” Once accepted, the system will relay the custom text message that you have created in your client portal.

Maximize accountability with your on-call staff

Our on-call log can help you learn more about how your staff is dealing with emergency messages. If you are on our Flex platform. you can track dial out or SMS attempts, time between dial outs, which on-call staff member accepted the message, which ones didn’t, and more. Each attempt we make to reach your on-call is logged so you get up to the second intelligence on how your on-call staff is performing after hours.

Reach the right people

Ensure that emergency messages and issues are always sent to the right people with our powerful scheduling system. Whether your schedule changes once a month or 3 times a day, like our live agent system, our automated on-call system is completely customizable. If your on-call schedule rarely changes, or if your on-call schedule changes weekly, daily, or even hourly – create the schedule to match your business model so your staff members are getting notified and taking action immediately.

Add and schedule groups of staff members who will remain on-call in 24-hour increments, or schedule individual or groups of on-call employees to rotate every hour. And, with an easy to use interface, we’ve made managing your on-call simple.

Start using automated dispatch today

Our automated on-call dispatching is the easiest, most reliable, and most affordable way to make sure your urgent messages are reaching toe right responder immediately.

If you’re using any type of emergency on-call dispatching and you’re on our Flex platform, you already have access to and are using this system. If you’re on one of our legacy systems, please contact Specialty Answering Service support to make this available in your account for free.

The post Never Miss an On-Call Alert with New Automated Dispatching appeared first on Specialty Answering Service.

General Web Portal Updates

• Call Recordings: In the SAS Flex system, call recordings that are older than 60 days are purged. Now, if a recording is no longer available, a message will be shown on the call details page if you attempt to play a call that is over 60 days old.
• Ability to copy Profiles: Adding Profiles has gotten easier with the ability to copy Profiles directly. Simply click on the 3-dot menu icon to the right of the Profile you wish to copy, and select Copy. This will copy all of the numbers and email addresses in the Profule and create a new Profile with the matching name appended with -Copy.

Script Workflow Updates

• Company Description: The ability to add a Company description has been included in our Scripting Wizard as well as the Wiki option within the script workflow. This helps our answering service agents know more about your business quickly when they’re handling your calls.
• Full screen button: Editing and viewing your script workflow is now easier with the Full screen option in the upper right-hand corner of your workflow. Click Full Screen to remove the top and side bars from your view.
• Warm Transfer Tooltip: In the Warm Transfer script block, hovering over the ? icon next to the Transfer to Number option will bring up a Tooltip with reminder instructions on how to add an extension to your transfer number, which is the main number, followed by an x, followed by the extension – eg. 8666888912×3234

Number Settings Updates

• Simple IVR Routing: In your Number settings, there is now the addition to Simple IVRs where you can control the number of loops the IVR will play, and decide what happens on wrong or no input. Select from routing to line 1, routing to line 2, or disconnecting the line. This is a great feature if you are trying to prevent calls from auto dialers or telemarketers from hitting a live operator.
• Queue Callback: When activated, Queue Callback will dial your callers back if they hang up while waiting for 30 seconds or longer while in queue. You elect to activate the feature, choose to trigger the callback for all callers or only first time callers, and dictate the timeframes where the Queue Callback is activated (timeframe is in EST).If you’d prefer to send your mobile callers a Text instead of having us call them back, check the Send an SMS Message box to activate. Then, fill in the SMS text you want sent to callers. Any callers who’ve hung up after waiting for at least 30 seconds for a call to be answered will receive your text message.
• Turn on SMS alerts: If you want you and your staff to receive email notifications of new inbound SMS messages from your callers, activate the Forward SMS messages to Email option within your Number settings. You can include up to 5 email addresses to receive notification by clicking the + add additional email button below the text box. When you receive a new inbound SMS message to one of your SAS numbers, you’ll be alerted via text.

Amazing Tips

New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we’ve deployed in earlier releases you may not have known about.

• Test your App Integrations: If you’re using one of our app integrations, like HubSpot or Salesforce, use our test feature first to make sure call details will send through successfully. You’ll be able to see how your mapped fields sent to your integration, and see the API response from your integration to help you troubleshoot any issues.
• Send and Receive SMS Messages: Did you know that you have the ability to send & receive text messages from your portal? Received texts will trigger an alert at the top alert bell showing the number of SMS texts waiting. And with the October release, you’ll receive an email alert for any new text messages sent to you.
• Blocking Callers: To help cut down on annoying telemarketers or prank callers, users can block numbers right from their call log, in addition to adding blocked numbers within their Number settings. Just click the menu on the call details page, then click Block caller.
• Receive Notification of System Alerts: Turn on alerts to receive various system notifications, including expiration alerts for on-call schedules.

The post SAS October 2021 Release Notes – SMS Additions, Useability Improvements, And More! appeared first on Specialty Answering Service.

We are actively monitoring the Coronavirus (COVID-19) situation and wanted to take a moment to share our Business Continuity plan with you.

As a telephone answering service and call center leader, we are honored to partner with thousands of businesses throughout the US and the world, providing reliable 24/7 customer service and sales support to power your growth. Despite the uncertainty of COVID-19, we are expecting to deliver the same level of amazing 24 hour customer service our clients have come to expect. We have the following measures in place to ensure your continued success with Specialty Answering Service:

Availability of our call center staff

Specialty Answering Service’s call centers and call center partners have employees in all departments who work remotely, as well as on-premise employees at the call center and answering service locations. Call center agents are equipped with technology that allows them to interact with your customers in a secure environment while working remotely. Through VPN technology and cloud based call center systems, our agents are able to represent your business 24/7, regardless of their location or the status of their physical work environment. We feel confident in our ability to provide you the level of continuity you would expect from a top answering service provider.

Availability of our software

For those customers that rely on our answering service mobile app or our online portal to monitor your account activity, our technical platforms are cloud based and built on enterprise level platforms like AWS, Twilio, Asterisk, and others. If there are failures in our systems, we have DevOps engineers available 24/7 to remotely troubleshoot.  For other technical service providers, such as the platforms our customer service team uses to track tickets, we partner with organizations that have always been forward thinking.

Thank you for entrusting your business to Specialty Answering Service. We are grateful for the role we play in your business and are as committed as we’ve always been to ensuring your success. We wish you safety and wellness during this challenge.

The post Our Commitment to Your Business During COVID-19 appeared first on Specialty Answering Service.

Privacy: We’ve updated our Privacy Policy to be clearer about the ways SAS collects, uses, processes, and shares information.

Billing: We’ve updated our billing terms to be clear and consistent about what fees SAS charges for service and when.

If you have any questions or feedback, please feel free to contact us. Overall, you should not experience any change in how you use Specialty Answering Service, and our company will continue to provide you with the amazing live operator support you’ve come to know and trust.

The post Updates To Our Terms appeared first on Specialty Answering Service.

To help put you in the shoes (or headset) of a virtual receptionist, we interviewed Krystle M., one of our long time answering service agents. Keep reading to hear some great stories and to get amazing tips for beginners on how to survive working at a call center.

1. Tell us a little about yourself, Krystle. 

I am one of the operators at SAS and have been working in the answering service industry for 10 years.

2. What’s your favorite part of being a customer service representative?

Being able to speak to people all over the United States.

3. Is it hard to talk on the phone when you get home?

Yes. I usually don’t answer calls at home, I only text.

4. Have you ever lost your voice from talking on the phone so much?

No, but my throat gets really dry, so I drink a lot of water all day.

5. What’s the hardest part(s) of working in a call center?

As in any other job, you can’t please everyone.

6. How do you handle stressful situations at work? (e.g., upset callers, being on the phone all day, etc.)

I just get up from my station and take a break to collect myself.

7. Describe the strangest call you’ve ever received at work.

I had a person call swearing someone was playing a prank on her by throwing dog feces all over her yard. Then she said that she has all of these holes all over my yard. Well come to find out she had her lawn aerated.

8. What’s the most awkward way a company has asked you to answer their phones?

“Sexual addiction hotline how may I help you?”

9. On average, how many different companies do you think you represent each day?

300.

10. In 10 words or less, how would you describe the work environment in a call center?

Roller coaster of emotions.

11. Do you have any tips on keeping a good tone throughout your shift?

Getting an angry tone won’t make anything better, so try to calm the situation.

12. What kind of advice would you give to a new hire?

Don’t take any calls personal.

13. Is it hard not to laugh if someone gives you a funny email address?

No, I keep it professional.

14. What do you do in between taking phone calls?

Check over accounts to make sure there is nothing that needs to be done.

15. What’s your favorite snack to eat at work?

Anything.

16. What do you do when you’re not sure how to answer a caller’s question?

I just apologize to them and explain that I am the receptionist and not qualified to answer their particular question.

The post Meet Your Virtual Receptionists: Krystle M. appeared first on Specialty Answering Service.

We thought it would be interesting to ask our agents about their experience as virtual receptionists, so we’re launching a staff Q&A series where you can meet the people behind the scenes that represent your business! To kick off this series, we’re introducing you to one of our answering service’s most experienced staff members, Michelle D.

1. Tell us a little about yourself, Michelle.

I’m one of the floor managers with SAS. I’ve been working in the answering service industry for the most part since I was 15 years old.

2. What’s your favorite part of being a customer service representative?

I enjoy when I can actually help someone even just a little, and I get to do that with some of our calls. It could be just to lend them an ear to vent, or help calm them down when they are upset.

3. Is it hard to talk on the phone when you get home?

Yes, I hate to talk on the phone when I get home at night.

4. Have you ever lost your voice from talking on the phone so much?

No, I’ve never lost it all the way, but have become pretty raspy at times.

5. What’s the hardest part(s) of working in a call center?

The hardest part for me would be trying to remember every single account.

6. How do you deal with call center stress? (e.g., handling upset callers, being on the phone all day, etc.)

I take a break for a few minutes. It helps just to step away from my desk and go outside and enjoy the sunshine. Then when I come back in I am refreshed and forgot about the last hard call.

7. Describe the strangest call you’ve ever received at work.

After saying the answering phrase a guy said “can I kiss your big toe?” I said “excuse me?” and he said it again. I was so taken off guard that I did not know what to say so I said “I am sorry but I think you have the wrong number.” He laughed and said “I am so sorry my wife works in the office and I thought you were her.”

I did have another strange hard call. It was back when I was probably 17. We answered for a certain hotline (that I won’t say the name of). A guy called needing to speak to a counselor, he had been drinking and saying he wanted to walk off the curb into traffic. I tried reaching everyone I could but nobody on call would answer their phones. I kept the caller on the line with me trying to calm him down telling him everything he needed to hear like his life was worth it, and he would be okay, that kind of stuff. I asked him for landmarks of where he was and figured it out. I called the local PD and stayed on the phone with him until they arrived. The guy called me the next day thanking me, I even received a letter of accommodation from the Hotline. That was a very good day!

8. What’s the most awkward way a company has asked you to answer their phones?

The hardest one was saying: “Sexual Addiction Hotline how may I help you?” They did end up changing the answering phrase.

9. On average, how many different companies do you think you represent each day?

Around 400-500 but I am not totally sure.

10. In 10 words or less, how would you describe the call center atmosphere?

Very fast paced and different.

11. Do you have any tips on keeping a good tone throughout your shift?

I have to remember that these callers don’t know me and I don’t know them. I also remind myself that a lot of them are having a hard day so I need to keep patient with them. The hardest calls are the hospice calls when a caller is notifying the company that their loved one just passed away. Those callers are never ever mean or anything but it is so sad to hear.

12. What kind of advice would you give to new call center hires?

I tell all new hires that they can’t know every single account, so ask questions!  I also tell them they are human so they will make mistakes, we all do but try to make sure you read every account as it says exactly what to do in there.

13. Is it hard not to laugh if someone gives you a funny email address?

Yes it is hard. I have giggled a few times, but so do the callers.

14. What do you do in between taking phone calls?

I do a board check. That is a way for us to check every account that has active messages. Then if something needs to be done, I do it.

15. What’s your favorite snack to eat at work?

I like to eat yogurt with granola in it. I try to keep it healthy especially since I sit all day.

16. What do you do when you’re not sure how to answer a caller’s question?

I let them know that I am the receptionist so I am not able to answer their question but I am happy to take a message and have someone who can call them.

The post Meet Your Virtual Receptionists: Michelle D. appeared first on Specialty Answering Service.

After September 14, 2016, we’ll be disabling access to the following SAS products:

SASMessages.com: After 9/14/2016, you’ll no longer be able to access sasmessages.com to review your Specialty Answering Service messages. Going forward, you’ll be accessing your call data via https://sasdesk.com. Your username and password will work exactly the same as they do now. Please update any bookmarks on your computer to sasdesk.com.

For any customers who received a Beta invitation and have already been accessing the sasdesk.com platform with a Beta login, after the 14th, your email address will replace the sasbetaXXXXXXX username you were assigned. This means you’ll no longer need to remember those credentials. If you have any difficulty logging in to the new portal after the 14th, please try resetting your password, or you can always reach out to our support team for assistance.

Original SAS iPhone App: The original SAS iPhone app will no longer be actively updated; however, it will still be available for download via iTunes. If you haven’t already downloaded the latest version of our iPhone app, please delete the SAS App on your phone with the yellow icon and replace it with the Specialty Answering Service 1 iPhone App.

Original SAS Android App: If you have an Android phone, the latest version of this App is being developed and will be available for download from Google Play in the coming weeks. For now, you can continue to use the current app.

SAS is committed to helping our clients get the most out of our service by using cutting-edge technology, designed with you in mind. As always, we are continually working behind the scenes to build amazing tools for your business. Thank you for your patience while we implement these updates!

The post SASmessages.com will be disabled on 9/14/2016. appeared first on Specialty Answering Service.

The scheduled maintenance will affect: Inbound Phone Answering, Inbound Messaging, Outbound Dialing, All Reporting, Answering Service Admin Panel, and All Other Services.

If you have any questions about this alert, please submit a support ticket.

The post Scheduled Maintenance on Sunday, May 15th 2016 @ 12:00 AM PST. appeared first on Specialty Answering Service.