A Day in the Life of Jen & James: The Duo Behind Answer Midwest

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At Answer Midwest, we talk a lot about the importance of human connection. Every call, every conversation provides an opportunity to make a difference.

Today, we’re pulling back the curtain to introduce you to the heart of our operation: our leaders, Jen and James. They’re partners both in business AND in life, and their shared dedication is the foundation of everything we do.

Here’s a glimpse into a typical day for the duo steering the Answer Midwest ship.

Morning Routine: Setting the Tone for the Day

For Jen and James, the day begins long before the first official meeting. 

James, an early riser, starts each day with time in devotional reading, creating a peaceful foundation for the day and whatever lies ahead.  After devotions, their early morning ritual unfolds in their sunroom. Jen joins him there and, with coffee in hand, they tackle the New York Times puzzles, a small tradition that allows them a few quiet moments to connect and reset before the day’s demands take over. It’s here that they align their priorities, review the days and the week’s calendar commitments, and discuss any changes that inevitably come up. Checking in as husband and wife first and then as business leaders is an important part of keeping both personal and business life running as smoothly as possible. 

Running the Business: Together, But Not the Same

While they are unified in their vision, Jen and James have distinct roles that play to their individual strengths.

James is the systems and logistics expert. He works with the more technical side of the business, from implementing new tech to helping streamline operations. He also leads the early hiring process, sorting through applications to find individuals who share the company’s values.

Jen, on the other hand, focuses on the business’s financial health and human resources. She oversees billing, manages expenses, and sets goals for the future. As the HIPAA Compliance Officer and the go-to for HR-related questions, her focus is to ensure the well-being of both the business and its team members.

They each focus on their own responsibilities while staying mindful of one another. By recognizing both their own and each other’s strengths and weaknesses, and maintaining open communication and respect, they’re able to work together and navigate challenges effectively.  

Leading with Heart

Jen and James focus intently on the overall health of the company and the well-being of the people who make it thrive. Their wonderful team keeps the day-to-day details of the company sailing. While Jen and James don’t step into every detail of daily operations, they are actively involved in nearly every aspect, offering the support, guidance, and perspective needed to keep things moving forward. Their leadership is grounded in Answer Midwest’s core philosophy — the Golden Rule: treating others the way you want to be treated. By applying this principle to both their team, their clients, and each other, they foster a culture of respect, care, and excellence that sustains the company’s long-term success.

Midday Moments

Running a 24/7/365 business means there is no “off switch.” Something can, and will, go wrong at any hour of the day or night. When that happens, Jen and James don’t panic — they pivot. (Ok, Jen sometimes panics, but James is always there to calm her down!) 

For example, when a piece of software glitched during a busy shift, it blocked the team’s ability to make outgoing calls. Instead of letting calls back up, the team immediately adjusted. One person began working on solving the issue, another stepped in to contact the appropriate support teams, another stayed in contact with our team, keeping them informed of the plans and the progress.  The rest of the team shifted to backup plans to keep operations running smoothly. It worked not because everything went right, but because the team worked together. That’s the beauty of having a strong team; no one carries the load alone.

Mentorship, Momentum, and Mission

Jen and James stay closely connected with both their leadership team and the wider staff, making time for genuine one-on-one conversations and open communication. Their approachable style and focus on encouragement create space for growth, trust, and a strong sense of teamwork throughout the company. They continually work on the bigger picture: nurturing client relationships, pursuing continuing education, and fostering an environment where new ideas are celebrated. For them, success isn’t about numbers. It’s about empowering every team member to develop their skills — even outside the workplace — and contribute to the mission.

Evening Wind-Down: A Hard Stop (Sometimes)

When the workday is supposed to officially end, Jen and James try to shift their focus to family. Sitting down together at the table for dinner is a non-negotiable and a tradition they’ve honored since the day they were married. Often, this includes dinner with Jen’s parents, where her parents, the previous owner of Answer Midwest, are eager for updates.

But the reality of a 24/7 business is that the lines often blur. An evening of board games can be interrupted by a call from a team member facing a personal crisis, or a late-night email that needs a thoughtful response. Jen and James navigate this balance with grace, always ready to be there for their team, because their purpose is to make a difference in the lives of those they work with. Many non-urgent work questions or issues are able to be addressed during business hours, but when you really care about your team, you want to be available for them personally whenever they need you, even in the middle of the night. 

Building a Business that Feels Like Home

This business is woven into the fabric of Jen’s life. Her parents purchased the company in 1991 while she was in college. She came home in the summers and on holidays to work as an operator, learning the systems from the ground up. After returning full-time in 1997 and working in every position over the years, she took over as President in 2017.

“Over the years, technology has changed, customer needs have evolved, and the way we communicate has completely transformed,” Jen reflects. “However, the heart of the business has stayed the same. It’s about being there with people and for people, day and night. We’ve found that it’s still important to our clients to offer customer service with a heart. And now more than ever, people are looking to provide customer service from a real person who can genuinely empathize and connect with callers, not just a bot that communicates.”   

What makes this work sustainable is trust, respect, and teamwork, in addition to the team’s hard work. The team is the backbone of everything we do. Building something lasting isn’t just creating a service people rely on. It involves creating a workplace where people know they are supported, valued, and part of something bigger.

For those dreaming of running their own business or joining a 24-hour team, know this: it takes resilience and a deep appreciation for the people around you. You can’t do it all alone. Lean on your team, trust their strengths, and recognize that success comes from many people working together, day after day.

It’s this spirit that defines Answer Midwest.

Interested in joining a team that puts people first? Learn more about our open opportunities.

The Power and Challenge of Cultural Change

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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.

Answer Midwest, Inc. wins coveted ATSI Award of Excellence Again

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Answer Midwest, Inc., of Alton, IL has been honored with the exclusive ATSI 2025 Award of Excellence for the 24th year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Answer Midwest, Inc. was presented with the award at ATSI’s 2025 conference in Pheonix, AZ.

Independent judges are contracted by ATSI to evaluate message services over a six month period. The scoring criteria includes: 

  • Response Time
  • Courteousness of Rep
  • Accuracy of Call
  • Knowledge of Account
  • Overall Impression of Call

“Year after year, the ATSI Award of Excellence (AOE) serves as a powerful benchmark for customer service success. Now in its 29th year, this program gives our members a chance to celebrate what’s working, identify areas for improvement, and strengthen their commitment to service quality. With every call graded by an unbiased third party, participants gain credible, actionable feedback. Companies who earn this recognition are not just delivering excellent service — they’re setting the standard. At ATSI, we’re proud to offer a program that continues to challenge and inspire our members,” says ATSI President, Brianna Burke.

The award started 29 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.  

Now a twenty-four time winner Answer Midwest, Inc. earned the Onyx Plus Award.   ATSI extends its congratulations to the staff of Answer Midwest, Inc. on their proven quality service to their customers. 

About ATSI

The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services. ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.

Investing in Our Team: Showcasing Growth and Development

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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.

A Day in the Life of a Customer Service Representative

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Working as a Customer Service Representative (CSR) at an answering service company offers a dynamic and fulfilling experience. The variety of clients and industries served offers a behind-the-scenes glimpse into a wide range of businesses — making the role both educational and exciting.

Most importantly, the role nurtures human connection. CSRs are the reassuring voice for frazzled callers, the dependable support for busy clients, and the bright light that makes someone’s day a little better. It’s a position that balances technical skill with compassion and empathy.

Pat, a CSR at Answer Midwest for 1.5 years, enjoys the opportunities her position provides her to learn, grow, and support others. Keep reading to see what a typical day in Pat’s role entails.  

Starting the Day

Whether working remotely or in-office, Answer Midwest’s CSRs first task of their day is to log in to the internal messenger app and check for account updates. After reviewing any notes, CSRs are ready for the calls to begin rolling in. 

The company’s robust system provides updates in real-time, keeping the CSRs informed throughout their shift. This allows them to stay informed and enables them to confidently handle a dynamic and varied range of calls, from routine inquiries to urgent updates arising from unexpected events such as weather changes. 

Tools of the Trade

Each CSR’s workspace is set up with tools designed for efficiency and effectiveness. A typical setup includes two large screens for multitasking and a comfortable headset. Pat’s also includes a personalized “cheat” sheets for quick reference. Remote team members have home offices that guarantee confidentiality and productivity, enabling them to deliver top-notch service to a diverse client base.

“Answer Midwest does an excellent job of supporting our team and ensuring we have the resources we need to succeed. This allows us to stay fully focused on the customers we’re speaking to and the ones we’re working on behalf of,” said Pat.

Even with a predominantly remote workforce, the team feels connected and included. Internal systems, such as the messenger app, allow team members to communicate quickly with colleagues and managers. Regular team meetings and frequent in-office gatherings celebrating achievements and rewards for outstanding performance foster a sense of community. 

The Work

Building strong connections with our clients and their customers is at the core of the CSR role. “The focus is always on the customer we’re speaking to and the client we’re representing,” says Pat. 

CSRs handle calls for clients across various industries, ranging from funeral homes to equipment repair companies to doctor offices to private investigators and everything in between. New team members begin with level-one calls and gradually progress to more complex calls as they gain experience and training. 

When handling calls, CSRs focus on being calm and reassuring, ensuring callers feel valued, supported, and genuinely heard.

One of the most rewarding aspects of the job is helping people navigate challenging situations. Pat takes great pride in handling complex calls, such as those involving animal abuse or after-hours doctor inquiries. While these calls can be demanding, they offer a unique opportunity to provide critical support when it’s needed most. Knowing that her assistance has made a meaningful difference brings Pat a profound sense of purpose and fulfillment.

Work With Answer Midwest

CSR positions are ideal for individuals who thrive by fostering meaningful connections and enjoy variety in their work. At Answer Midwest, we offer a flexible environment with numerous growth opportunities.

If you’re ready to take the next step in your career and make a positive impact every day, contact us for a list of available job openings.

A Day in the Life of an Evening Main Dispatcher

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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.

Answer Midwest’s Outstanding Service Earns Award of Excellence

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Answer Midwest, Inc. of Alton, IL has been honored with the exclusive ATSI 2024 Award of Excellence for the 23rd year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Answer Midwest, Inc. was presented with the award at ATSI’s 2024 conference in Detroit, MI.

Independent judges are contracted by ATSI to evaluate message services over a six month period.  The scoring criteria includes: 

  • Response Time
  • Courteousness of Rep
  • Accuracy of Call
  • Knowledge of Account
  • Overall Impression of Call

“For 28 years, ATSI has had the pleasure to bring our association the ATSI Award of Excellence (AOE). This program provides our members and their employees with a valuable opportunity to assess how well they are serving their customers. It helps them recognize their strengths and identify areas in need of improvement, ensuring success for both their service and their business partners. With all calls graded by a neutral third party, members receive an unbiased evaluation of service quality. Companies that earn this award are consistently focused on delivering excellence in customer call handling. Many of our members have participated in this program for decades and take great pride in winning the award each year,” says ATSI President, Brianna Burke.

The award started 28 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.  

Now a twenty-three time winner Answer Midwest, Inc. earned the Onyx Plus Award. ATSI extends its congratulations to the staff of Answer Midwest, Inc. on their proven quality service to their customers. 

Press release published by ATSI

The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services.  ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.

The Golden Rule: Our Guiding Principle

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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.

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.

Supporting Mental Health in the Workplace

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Work can be stressful — looming deadlines, tasks gone wrong, and a never-ending to-do list make it sometimes feel like there aren’t enough hours in the day. While it may be tempting to power through, the truth is that when our minds are not at their best, neither is our work. Stress and poor mental health can lead to missed deadlines, low-quality work, and a more challenging workplace environment for everyone.

A 2022 survey, conducted by The Harris Poll on behalf of the American Psychological Association, found that more than 27% of U.S. adults have such high levels of stress that they feel unable to function. A recent Gallup study found that 12% of employees call in sick due to work-related stress, and Mental Health in America reported in 2022 that 81% of workers report that workplace stress affects their health. 

With all of this data showing how mental health and the workplace are interconnected, one having an impact on the other and vice versa, taking care of your team’s mental well-being is critical to being a good employer and building a successful business. 

The Shift to Providing Workplace Mental Health Resources

With mental health becoming a more prominent topic worldwide, companies are taking note and incorporating mental health support into their employee benefits packages. Some of these initiatives include providing comprehensive mental health coverage in insurance plans, Employee Assistance Programs (EAPs), and strategies to reduce workplace stress and foster a better work-life balance. 

At Answer Midwest, we believe that a well-supported team is happier and more successful both personally and professionally. Our company offers several programs to enhance our team members’ well-being. Just as we want our team to foster a supportive environment for our clients, we also want to demonstrate to them our commitment to a health-conscious work environment.

How Our Employee Care Service Program Works

A person’s well-being goes beyond the physical; it also includes mental and emotional health. Answer Midwest’s commitment to create an uplifting, supportive company culture where our team members feel heard and are excited to come to work was reinforced when we partnered with Marketplace Chaplains in 2023. 

As part of our Employee Care Service Program, Marketplace Chaplains is offered at no cost to our team, and this service connects our team with a Chaplain’s listening ear 24/7. The program is tailored for privacy and personalization, with Chaplains contacting employees monthly via their preferred communication method just to check in. The Chaplains offer a compassionate ear, guiding team members to further resources, such as counseling, videos, or educational materials. Notably, the option to pray is also available for team members who wish to share that experience with someone. 

A Valued Service for Everyone

The Marketplace Chaplains are there for our team members during their difficult times. This program, available to all team members, has strengthened our company culture and ensured that each individual feels genuinely supported. One of our team members, Lynn, shared about her positive experience with Marketplace Chaplains. 

With a lot going on in her life, Lynn values being able to reach out to someone who isn’t in the thick of it, just to have someone to comfort her and listen when she’s having “one of those days.” Lynn connected with Chaplain Amanda, who schedules specific times to speak with Lynn and also reaches out between meetings to check in on her and her needs. Amanda even overnighted Lynn some pamphlets after Lynn mentioned she wanted to work on worrying about things outside of her control. 

“She is a Godsend to me, and I so value this service,” Lynn says. “This program has been a blessing for me while going through the turmoil in my life.” 

Supportive Work Environments Make for Positive Team Spirit

The Marketplace Chaplains’ around-the-clock services underscore our commitment to our employees’ comprehensive support, ensuring they feel valued and successful in every aspect of their lives. We continue to be dedicated to maintaining a supportive environment where every team member has the resources and emotional outlets they need to thrive and experience professional and personal growth.

If you’re interested in joining an organization that cares about YOU and not just the work you do, come work with Answer Midwest!  

 

 

Why Team Appreciation Matters in Customer Service

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While businesses are increasingly driven by technology and automation, there are still quite a few industries that rely heavily on ‘person-to-person’ interaction and communication. Sometimes, these roles are a thankless position. It can feel like you are just a cog in a machine, when in fact, customer service representatives are the heart and soul of any organization.

To balance this delicate give-and-take in the customer service business, companies need a strong recognition program to show their team the appreciation they deserve. Team members are not just assets to be managed, but rather individuals with lives, aspirations, and challenges outside of work. 

At Answer Midwest, we recognize the importance of supporting our team’s professional and personal well-being. It’s why we go beyond the standard employee benefits and invest in programs that contribute to our team members’ overall well-being — in and outside of the office. 

Provide A Sense of Purpose

In an era where social media often glorifies grand gestures and life-altering contributions, it’s easy to feel that job satisfaction is directly tied to saving lives or making headlines. However, the reality is far more nuanced. Sometimes, the world truly needs a friendly voice on the other end of the line — a simple yet profound act that can turn someone’s day around.

Many, when needing to call a customer service representative, brace themselves for a less-than-pleasant interaction. However, because kindness is a virtue instilled into our company, helping others is not just a checkmark on the to-do list. It’s a way of life — Answer Midwest President Jen Schulz reiterates daily the Golden Rule: to treat others how you would want to be treated. The numerous compliments and gratitude shared with the team from callers they’ve helped gives their work meaning and provides our team with a sense of purpose. 

Invest in Your Team’s Well-being

Today’s fast-paced work environment that puts the focus on achieving high productivity and bottom-line results can cause employee well-being to take a backseat. At Answer Midwest, we believe well-supported employees are happier both personally and professionally, which is why we’ve implemented several programs to enhance our team members’ well-being:

Marketplace Chaplains

Well-being goes beyond the physical; it also includes mental health. We have a commitment to our team members to create an uplifting and supportive company culture, which is why we partnered with Marketplace Chaplains in 2023. This service connects our team with the listening ear of a neutral third-party to support their emotional wellness. This Employee Care Service program comes at no additional cost to our team, and they have 24/7 access to talk with a Chaplain. 

SmartDollar Program 

Financial stress is a significant concern for many Americans, which can pose a risk to both personal well-being and job performance. Our SmartDollar program provides the resources and coaching needed to make informed financial decisions. Through the program, our team gains access to comprehensive financial management tools, including recorded videos and podcasts, to help them achieve their financial goals. In 2023, Answer Midwest added one-on-one personal financial coaching, which would typically cost $100 to $300 per hour completely free of charge, to give our team members additional support to achieve financial freedom.

Create Trust

Trust is not just a buzzword at Answer Midwest; it’s a cornerstone of our organizational culture. We firmly believe that caring for our team members creates a ripple effect, empowering our team members to take exceptional care of our clients and callers. In essence, it’s people taking care of people, and that’s the kind of culture we strive to cultivate.

It’s easy to talk about culture and values, but we believe in showing, not just telling. A prime example of this commitment is our recent decision to increase pay for our team. It wasn’t just about the increase itself, but also the message that accompanied the increase. We reiterated that when making business decisions we take into account the impact it will have on each of them and this particular business decision was a tangible way to give back to our team and better support them in their lives.

By doing what we say we’re going to do, we’re not just building trust but fortifying it. We’re sending a clear message to our team: “We’ve got your back.” We’re proud to have created a culture where trust is not just a value but a lived experience, creating a solid foundation for team satisfaction and business success.

Actions Speak Louder Than Words

At Answer Midwest, team appreciation is not an annual event or a box to be checked; it’s a continuous, daily effort that permeates every interaction and decision we make. We are committed to providing a holistic support system for our team members — after all, a well-supported team is the foundation of a successful business. 

Looking to become a member of the Answer Midwest team? Reach out today to apply to one of our open positions.