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Dispatch Service
Our dispatch call center service at Cascade Answering Solutions utilizes intelligent dispatching software to streamline the on-call process for our customers. Once the on-call rotation for the month is uploaded into our system; our Virtual Receptionists (operators) can immediately and efficiently dispatch the correct person with the click of a button, cutting down on call costs and reducing human error.
Just send us a monthly call schedule and our staff will take care of the rest. If you ever have a sudden change in on-call you can simply email us, call us, submit a help desk ticket, or you can even instantly update the schedule in our system yourself via our online portal.
Typical businesses that utilize our dispatching service:
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Medical Providers
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HVAC Contractors
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Plumbers
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Couriers
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Alarm Monitoring Companies
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Property Management
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Roofing Contractors
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Law Firms
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Electrical Contractors
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IT Services
Our dispatching call center service is a FREE add-on service that you can utilize with any existing answering service account. You pay the same exact rate that you would if we were just taking a simple message for a callback. You only pay for the time spent on the phone, regardless of how the call is routed.
Dispatching on-call employees is not the same as taking a normal message; here is an example of how it works:
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Your customer calls in with an urgent matter that needs to be routed to an on-call staff member.
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Our operator collects all of the necessary information from the caller (name, phone number, the reason for the call, etc.) and enters it into our system.
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Our system automatically knows who is on-call, and will prompt our operator to either call the on-call staff member on the phone to see if they are available to accept the call, OR the information is automatically sent to that staff member via text message or email with a special code for them to reply with, so our staff knows that the call has been acknowledged by your on-call staff member.
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A recap of the call will be sent to your office via email or fax for your records.
If for some reason your on-call staff member is not reachable after a number of attempts when we contact them, we can escalate the call to a backup on-call staff member, but this is optional.
Depending on your needs, our answering service operators can be trained to determine which calls actually qualify as emergencies, in addition to relaying the emergency callout fees you charge, if any.
The interval between our attempts to contact your on-call staff member can be customized as well. Most of our clients prefer us to wait anywhere from 5-15 minutes between attempts, but we can set it to any amount of minutes in between calls, it's totally up to you.
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Here is an example of how the operators in our dispatch answering service can contact an on-call HVAC technician for after-hour emergencies:
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We call the technician's cell phone and send a text message simultaneously. If no answer or response, wait 15 minutes
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We call the technician's cell phone AGAIN, if still no answer wait 15 minutes
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We call the technician's home phone number, if still no answer wait 15 minutes
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If still no answer after all previous phone calls, and no response via text message, we will escalate the call to the backup technician and follow the same procedure
Other intelligent dispatching features include, but are not limited to:
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Customizable contact methods - You decide how your team is notified when they are paged by us, or they can choose their own contact methods if you prefer. You can choose for them to be contacted via phone call, text message, email, or notified using a secure mobile app (available on both IOS & Android devices), OR they can be notified using multiple contact methods simultaneously, it’s totally up to you.
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Optional Advanced Call Escalation - If an on-call team member doesn’t acknowledge a message or call within a predefined time frame; the system will either attempt to reach them again using a different method of contact, or the call will be escalated to a different team member. This will all be determined during the account setup process and can be changed at any time.
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Encrypted Messaging Via Mobile App - Our paging app is secured with military-grade encryption. MUCH more secure than text messages. Have peace of mind knowing that your customer's information is safe.
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Multiple On-Call Shifts - Do you have multiple team members taking after-hour calls for more than one scenario? Not a problem! Our dispatch call center system can handle as many call schedules and shifts that you may have at any given time.
Let’s Work Together
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