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Running a 24/7 business is a bit like balancing on a moving walkway. The pace never slows, the needs shift constantly, and you have to stay steady no matter what is happening around you.

At Answer Midwest, we’ve lived in this rhythm for decades. Whether the phone rings at 2 p.m. or 2 a.m., our team shows up with the same patience, compassion, and commitment to service.

The truth is, the challenges of a round-the-clock operation aren’t limited to call centers. Every business — whether it is open 24 hours a day or not — faces fluctuating demands and unexpected problems. You deal with changing client needs and moments when the whole team must pull together. The lessons that help us navigate constant motion can help any workplace build resilience and a stronger culture.

Principles That Keep Us Grounded

Below are some of the principles that have guided us through the busiest seasons and the toughest days.

1. Anchor your team with a shared mission and consistent values.

In a 24/7 environment, not everyone works at the same time. This means culture can’t rely on hallway conversations or moments of convenience. It has to be intentional. For any organization, a steady mission becomes a guidepost during fast or stressful seasons. 

Our team leans on purpose: making every caller feel heard, supported, and valued. When things get hectic, that shared “why” keeps everyone aligned. When people know what they’re working toward, they stay grounded even when the pace picks up.

2. Embrace change instead of resisting it.

In our world, things are constantly shifting. We face changing client schedules, updated on-call procedures, fluctuating call volumes, and even the emotional weight of the calls themselves. Our team members quickly learn that staying calm and open to change makes the work not just manageable, but also meaningful.

Businesses outside the 24/7 space can also benefit from this mindset. Change is rarely convenient, and it often arrives without warning in the form of new systems, new customer expectations, or new market conditions. Teams that practice flexibility thrive, while those that fear change often stall. Flexibility is all about staying prepared and connected to one another.

3. Build processes that support people — not the other way around.

24/7 operations demand clear systems. When a call comes in during a snowstorm, a power outage, or a busy season, our team relies on organized tools, documented procedures, and real-time communication channels to keep everything moving smoothly.

But even the best systems fail if they aren’t built with people in mind.

A process should remove friction, not create it. It should make work easier rather than harder. That remains true whether you manage a 24/7 answering service or a traditional 9-to-5 business. When team members feel supported by the tools around them, they can do their best work, even under pressure.

4. Prioritize well-being, especially during high-stress periods.

Every business has busy seasons, and every team encounters stress. What matters most is how leaders support people through it. Small choices go a long way in creating a culture where people can thrive. Simple actions like asking how someone’s day is going, offering resources, adjusting schedules, and recognizing hard work make a significant difference.

Breaks, communication, and mental health matter. Our team celebrates one another and constantly checks in on each other. Answer Midwest offers programs like SmartDollar and Marketplace Chaplains for our team members to stay grounded both personally and professionally.

5. Remember that human connection is your strongest asset.

Even in a technology-driven industry, our work is about people helping people. It’s about a calm voice during a stressful moment, a reassuring response when someone feels overwhelmed, or a message sent with care.

That human connection is what keeps any business running. Kindness and empathy are contagious qualities that can have a profoundly positive impact on those around you. They transform culture from the inside out.

6. Celebrate the wins, no matter how small.

In a 24/7 operation, it’s easy to move from one task to the next without taking a breath. That is why recognition matters. A birthday celebration, a kudos message, a team meeting, or a shared milestone — these moments bring people together and remind them that their work matters.

Don’t wait for big achievements! Celebrate the everyday contributions that build your success over time.

What Matters Is How You Move Through the Ups and Downs

A 24/7 business teaches you a lot about resilience. However, the greatest lesson is simple: when people feel supported, understood, and valued, they show up with strength that lasts.

Whether your business operates nonstop or closes at 5 p.m., these principles help create a culture that’s steady during the busiest seasons and united during the toughest ones.

If your organization is looking for a partner to help keep things running smoothly — day or night — we’re here to support your team with care and compassion. Contact Answer Midwest today to learn more about partnering with us or to explore our current job opportunities.

Culture is more than a buzzword. It’s the heartbeat of an organization — shaped by shared values, daily behaviors, and lived experiences. At Answer Midwest, culture defines how we show up for one another and for our clients. It reflects what we care about, how we communicate, and the ways we support each other through both celebrations and challenges.

As the world changes, so must we. Cultural change is rarely easy. It’s often uncomfortable. It can stretch us in ways we didn’t expect. Yet when embraced with intention, it becomes a powerful catalyst for growth. For individuals, that growth might mean new perspectives or deeper empathy. For the organization, it can mean stronger collaboration, better outcomes, and a team that’s equipped to meet the future with confidence.

We believe that the way a workplace responds to change speaks volumes about who they are and what they stand for. It’s not about chasing trends. It’s about choosing progress, even when that progress requires growing pains.

Why Culture Changes

Culture isn’t static. It shifts in response to deeper forces, whether we choose to acknowledge them or not. Sometimes those forces are external: generational trends, new technologies, or societal movements. Other times, the change is driven from within — by leadership decisions, internal reflections, or a recognition that “how we’ve always done it” is no longer serving our team.

Here at Answer Midwest, we’ve experienced this firsthand. Over time, we’ve seen a movement toward greater flexibility, more open conversations around mental health, and a renewed focus on inclusivity. These changes didn’t happen overnight, and they didn’t happen without pushback. However, they came from a place of understanding what our team members need to get through the day and to grow and thrive.

We also recognize that cultural shifts aren’t one-time events. Just as our clients’ needs evolve, so too must the systems and values that support our team. The pursuit of a better culture is continuous, not because something is broken, but because we’re committed to building something stronger. That commitment means we’re constantly listening, learning, and adjusting.

The Challenge of Letting Go

Even when we know change is needed, the comfort of the familiar can be difficult to release. It can feel like letting go of a piece of our identity or a role we used to play. That fear is real, and it deserves compassion.

That’s why cultural change requires more than policy updates. It takes empathy. Leadership must create safe spaces for honest conversations. Everyone deserves a voice in the process. We’ve found that focusing on mindset — not just mechanics — makes all the difference. Because change, at its core, is about people.

We also acknowledge that everyone adapts at a different pace. Some may embrace change with excitement; others may need more time to process, to understand, and to feel secure in the new. Part of our responsibility as a team is to hold space for both. Compassion and communication go hand in hand here. We can’t expect transformation without trust — and trust is built by showing up for each other again and again.

The Opportunity Within Cultural Change

It might be uncomfortable, but cultural change brings opportunity. Teams that grow together can become more creative, more connected, and more resilient. New ideas surface when diverse perspectives are welcomed. A sense of belonging deepens when people feel seen and heard. And when our team knows it’s safe to be honest and human, that’s when real innovation takes root.

One of the most valuable outcomes of intentional culture work is its empowerment of individuals. When someone feels supported in bringing their full self to work, they’re more likely to take ownership, share insights, and contribute in meaningful ways. This fuels a cycle of growth, where individuals flourish, the team strengthens, and our service to clients gets even better.

The most successful workplaces keep learning, evolving, and striving for betterment. That doesn’t mean change is easy, but it does mean it’s worth it. Change challenges us, yet it also gives us a chance to rise.

The Path Forward to Embracing the Shift

Culture isn’t a policy or a poster on the wall. It’s the sum of our choices: what we value, what we encourage, and how we treat each other day in and day out. Cultural change is a journey, and at Answer Midwest, we’re committed to walking it with intention.

We know growth can be uncomfortable, and how we handle that discomfort is what defines us. Will we resist, or will we reflect? Will we hold back, or will we lean in? The answer, for us, is to keep choosing courage.

Because when we choose courage, curiosity, and connection, we make space for something even better. And that’s a future worth working toward — together.

At Answer Midwest, our team is at the heart of everything we do (right alongside the Golden Rule). Each team member brings unique skills, perspectives, and talents that drive our company’s success. We believe in fostering an environment where our team can develop, thrive, and build lasting careers. For us, investing in our employees isn’t just about professional development. It’s about creating a workplace where individuals feel valued and supported every step of the way.

Growth Opportunities: Investing in Success

We believe people who feel supported in their professional development are more engaged, motivated, and generally happier. This is why one of our core commitments is providing our team with growth opportunities. Our growth initiatives include leadership training programs, mentorship opportunities, skill-building workshops, and ongoing education resources.

• Leadership Development and Skills Opportunities: We equip team members with the tools they need to advance into leadership positions and grow in their careers. We provide ongoing training and feedback to enhance our team members’ technical skills, decision-making, leadership, communication, and customer service, empowering them to develop and thrive in our dynamic work environment. Many of our leaders today started in entry-level roles and worked their way through changing roles with the company’s support.
• Mentorship Programs: Pairing employees with experienced mentors helps them gain valuable insights and career guidance while deepening their industry knowledge. This fosters a culture of learning and collaboration, ensuring that expertise is shared and passed down within the company.
• Educational Support: We foster a culture of continuous learning by offering in-house training and resources. We additionally monitor industry trends to ensure Answer Midwest and our staff remain up-to-date with the latest expectations and changes in the telecommunications industry. This supports individual growth and strengthens our team’s overall expertise.

Development Success Stories

Nothing showcases our commitment to growth and development more poignantly than the real-life stories of our team members. The following individuals started in entry-level positions and, through steadfast dedication and support, have achieved remarkable progress in their careers at Answer Midwest.

Chrissy

Chrissy has been an integral part of Answer Midwest for 16 years, starting in a part-time role and growing into current role of our Office Manager and Master Programmer with highly sought-after industry expertise. Her skills streamline our CSRs’ work and enhance the accuracy and efficiency of client interactions. As a key member of our leadership team, Chrissy has not only led training sessions for other companies but has also shared her programming expertise as a speaker at our vendor conference.

 

 

Holly

Holly has been part of the Answer Midwest family for nine years and brings 10 years of previous industry experience to our team. She joined Answer Midwest as a Level 1 Customer Service Representative (CSR), handling basic customer service inquiries. Her strong work ethic, problem-solving skills, and initiative led her to advance through every CSR level. Eventually, she transitioned to dispatch, where she excelled at managing customer interactions and coordinating services efficiently. Recognizing her talent, Answer Midwest entrusted Holly with client relations responsibilities, and today, she is thriving in her dual role of Account Coordinator and Sales and Client Relations Manager. Holly’s journey is a testament to how providing professional development opportunities can lead to career transformation. Holly also completed our SmartDollar program and achieved her goal of owning a home with her family. 

Jana

Jana first worked with us when she was in high school, left to explore other opportunities, and later returned to Answer Midwest. Over the past eight years since rejoining our team, she has taken on a critical role as a Quality Assurance Supervisor, ensuring our customer interactions meet the highest standards. She meticulously grades calls and plays a key role in training new hires and helping uphold our commitment to excellence. Her growth exemplifies how returning team members can find new and meaningful opportunities within the company.

 

 

Growth Beyond the Individual

Investing in our team members doesn’t just benefit them individually; it strengthens our entire organization. A workplace culture that encourages continuous improvement and professional development creates a stronger, more cohesive team that drives innovation and efficiency.

When employees are given the tools and support to grow, they become more engaged in their work and take greater pride in their contributions. Their newfound skills and knowledge enhance our ability to deliver exceptional service to our clients, maintaining the highest standards of customer satisfaction.

Additionally, fostering internal career advancement helps us attract and retain top talent. When team members see clear pathways for growth within the company, they are more likely to stay and invest in their future with us. This reduces turnover, builds institutional knowledge, and creates a sense of loyalty and commitment within the organization.

We also cultivate a culture of leadership from within. Many of our top team members have grown within the company, bringing invaluable firsthand experience and deep insights from their previous roles. Their leadership is enriched by their deep understanding of our company values and the strong relationships they have built along the way.

Sharing Our Gratitude and Inspiration

To our incredible team: Thank you for your dedication to your craft and for making this a workplace where we all thrive. Your unwavering commitment to growth is the driving force behind our success. The kindness you show to each person you come in contact with is changing the world one interaction at a time! Thank you for living out the Golden Rule with Answer Midwest. Together, we will undoubtedly continue to achieve great things and build a future that reflects the values we hold dear.

We are committed to continuing to invest in our team members’ career development, providing new opportunities to learn, lead, and excel. We are excited to see where your journey with Answer Midwest takes you next! Interested in joining our team? Contact us to see available job opportunities.

Answer Midwest serves our clients across a variety of industries 24/7 — all thanks to our amazing team members who show up for our clients, and therefore their customers, day after day, evening after evening. 

In a high-stress environment, main dispatchers must effectively multitask to meet the needs of everyone who calls while simultaneously managing a team. Patience and communication are also vital for maintaining smooth operations.

Rachelle, one of our Main Dispatchers, gives us a glimpse into her evening shift with Answer Midwest. Rachelle’s role involves overseeing operators, supervising the team’s work, managing dispatching duties, and ensuring calls are adequately covered while also confirming the team is taking their breaks. Rachelle is also available for any assistance that the team might need. She’s always ready to help! 

Keep reading to learn more about a day (or evening) in the life of an Answer Midwest main dispatcher.

Pre-Shift Preparation

Answer Midwest’s flexible schedule provides Rachelle with a desirable balance between her work and home life. She is a full-time Main Dispatcher, working remotely during 8-hour evening shifts, four days a week. The flexibility of the evening shift allows her to spend valuable time with her son during the day. 

In the afternoon, Rachelle begins preparing for a successful shift by setting up her dual monitor and opening up multiple work systems. The Answer Midwest team uses platforms such as Google Sheets, Gmail, Google Drive, and other necessary applications. Our phone-routing system, Spectrum, works through headsets, so the team doesn’t need a phone. By 4 p.m., Rachelle is ready to start her evening shift.

 

Handling Communication

Our software plays a crucial role in streamlining communication. The software’s role is vital in that it provides the basis for ensuring the team stays on the same page while gathering meticulous information and documenting every keystroke to make sure messages are captured and delivered accurately. 

Real-Time Problem Solving

As an answering service, you’ll inevitably encounter challenges at one point or another. Whether it’s dealing with an unhappy caller or any other obstacle that comes our way, the Answer Midwest team steps up to the plate to solve the problem. Our team answers each call or query with a fast response time, courteousness and understanding, and a high level of knowledge about the client’s business. 

“Each call requires on-the-spot problem solving,” Rachelle says. “It’s important for our team to listen to the caller and think on our feet to provide a kind, listening ear and a solution that satisfies their issue.” 

Coordination and Scheduling

Communication with our clients is important, but equally important is our internal communication so everyone is informed about client changes, call coverage, and team breaks. Rachelle helps keep the team organized, responding to client emails and making sure client messages are sent out through the system according to the client’s instructions. Rachelle also enjoys training operators and assistant dispatchers, in addition to managing schedules throughout the evening.

Break Time

Answer Midwest’s dispatchers typically work an 8-hour shift, with two 10-minute breaks and a 30-minute lunch. Rachelle helps keep track of the team’s breaks so someone is always available to answer our clients’ customers when they reach out. After breaks, it’s back to serving our clients and their callers.

“Last Call”

Rachelle wraps up her day, typically around midnight. She completes client emails, updates on-call schedules, makes sure any issues have been resolved, and keeps management informed of any important developments. Rachelle also ensures smooth communication by documenting any updates that occurred during her shift so the next shift team has clear guidance on what to expect and how to move forward.

Work With Answer Midwest

If you want to find your next favorite job (like Rachelle), apply today to work with us.  Midwest is a fun place to work, where the balance between work and home life is valued, and our team members can grow in their personal and professional lives. From supporting mental health in the workplace to helping team members achieve financial freedom, Answer Midwest is here to support YOU while you support our clients.

The Golden Rule — “Do unto others as you would have them do unto you.” — is a simple yet profound idea carried across generations. It embodies empathy and consideration for others, as well as ourselves. When put into practice, the Golden Rule can positively transform relationships, workplaces, and even communities.

For Answer Midwest, the Golden Rule is a consistent practice and promise. It ensures that our clients can rely on us as an extension of their teams and values and that their customers will always be treated with the utmost professionalism and care. The practice also takes care of our team, fostering a culture of mutual respect, open communication, and appreciation for diverse perspectives. 

Why Follow the Golden Rule

Applying the Golden Rule doesn’t need to be complex. 

Often, the Golden Rule can be simplified to one question: “How would I want to be treated in this circumstance?” Putting ourselves in the other person’s shoes allows us to navigate even the most challenging scenarios with compassion and integrity.

When we genuinely treat others how we wish to be treated, we take care of everyone we work alongside, including our clients and their customers. For example, when a customer calls with an issue, this empathetic perspective drives us to listen patiently, communicate clearly, and go the extra mile to find a solution. Similarly, when interacting with our Answer Midwest team, we consider how our actions and words impact each other and think more purposefully about how we can continue to create a supportive, appreciative environment.

5 Ways Answer Midwest Follows the Golden Rule

At Answer Midwest, the Golden Rule is more than just a saying — it’s a way of life. Here are a few ways we put this principle into practice:

• It’s in our mission statement. We start every staff meeting by reaffirming our commitment to treating others as we would want to be treated, setting the tone for all our interactions and decisions.

• It drives every decision we make. From setting fair billing rates to handling customer concerns, we always ask ourselves, “Is this how we would want to be treated?” This question guides us to prioritize respect, empathy, and integrity.

• We review our decisions. To ensure we’re living up to the Golden Rule, we regularly evaluate our calls and identify areas for improvement and instances where we have excelled in providing exceptional, empathetic service.

• Kindness is instilled in our team. We champion a culture where everyone treats each other with reverence, listens to one another’s ideas and feedback, and values diverse perspectives. By embodying the Golden Rule internally, we naturally give our clients the same care and consideration.

• We say thank you. Recognizing our team members’ hard work is crucial to treating them as we want to be treated. From personalized thank-you cards to public recognition, we ensure our associates feel appreciated and encourage a culture of peer-to-peer gratitude.

A Culture of Kindness, Respect, and Continuous Improvement

By weaving the Golden Rule into every aspect of our business, we’ve created a culture of kindness, respect, and continuous improvement that benefits our team and allows us to provide the highest service to our clients and their customers.

The Golden Rule creates a workplace culture filled with positive collaboration and innovation, which translates into higher-quality service and a shared commitment to excellence for our clients. It’s our proven strategy for building a thriving 24-hour business and positioning ourselves for success in an ever-changing business landscape.