Answer Midwest Employee Spotlight: Lauren

We at Answer Midwest know how important our employees are to the ongoing success of our business. We would like to focus on a very special young lady, Lauren Pruitt, who has been with Answer Midwest since November of 2013.

Lauren is a senior at Alton High School with dual credits through Lewis & Clark. She looks forward to going to college and majoring in International business. She is a part of the National Honors Society and the Spanish Club.

Lauren has been involved in Panama missions for the last 3 years and is planning to go back this February for her 4th missions trip. She was so inspired after her first trip, she founded her very own non-profit foundation, Project Panama. She has already raised enough money to provide a wood burning stove and a water purification system for a village in Panama. We are proud to have Lauren as a part of our team!


Answer Midwest Receives International Recognition

At Answer Midwest we often brag that our service team provides clients the best service available in the nation. While we knew it was true, it sure was great to have our faith in the staff confirmed by a panel of independent judges.


The Association of TeleServices International (ATSI) has awarded Answer Midwest the 2014 Diamond Plus Award for winning the Award of Excellence more than 12 years in a row. Of the 2,700 answering services in the United States, only 13 have won as many consecutive years as Answer Midwest.


A panel of independent judges is contracted by ATSI to evaluate. Providers are judged on courtesy, response time, accuracy and overall service to their clients. The award is presented annually to the best telecommunications and call center services in North America and the UK.


“The ATSI Award of Excellence is the most prestigious recognition of exemplary customer service in the industry. Award recipients demonstrated the highest level of service throughout every aspect of a caller’s experience, it’s quite an honor,” says ATSI President Sharon Campbell.

7 Essential Customer Service Tips to Help Your Business Build a Loyal Client Base!

Do your employees practice good customer service on the phone?

The way you address a customer on the phone could help you build customer loyalty or it could drive the customer away from your company. Keep your customers coming back to your company by using these 7 customer service tips every day!

Double-Check for Your Customer – Whenever you’re able, try to use the phrase, “Let me double-check that.” Even if you know that the certain item is out of stock or if there is no room left for appointments tomorrow, tell the customer on the line that you will double-check to make sure, just in case. It will make them feel that you really care about their needs!

Use the Golden Rule – We all know this rule – “do unto others as you would have them do unto you.” This rule is a fantastic rule to live by and works perfectly in the working world as well. Pretend the customer on the phone is you. What would you want to happen? What would make you happy? Try to make it happen for your customer.

Involve Yourself – A good way to make your customers happy is to get involved in what they are saying. If you’re assisting someone in obtaining information about a product, mention how nice their choice is, for example. When customers feel as if you’re on their side, they will be pleased!

Keep Your Focus – It can be easy to be distracted on the phone, but you need to listen to exactly what your customer is saying, no matter what. Don’t type unless it pertains to what you’re doing. Don’t read something while you’re taking care of a customer’s needs. Stay focused on the call, take notes if necessary, and help however you can!

Ask Questions – Be an active participant in the conversation by asking questions! Listen for one or two words that you can ask the customer about, or even ask them to expound on their needs by saying, “Tell me more.” Once you get the customer talking, you will be able to help them much more efficiently and are sure to have a satisfied customer.

Avoid Long Holds – Whenever it’s possible, do your best to avoid making your customer wait for long periods of time. If you have to put your customer on hold, explain why and keep the hold period as brief as you can. Be sure to thank them when you get back on the line!

Do Extra – Before you hang up with your customer, be sure to ask if there’s anything else you can do for them. If they say no, then be sure to thank them for calling and invite them to call again if they have any other needs to fulfill.

Don’t Subject Them to Voicemail – Your customers take the time to get on the phone and call you, so why would you want to subject them to the dreaded voicemail? Give your customers a person to talk to when they call your business! They will be much happier talking to a person instead of a machine.

Put these skills and techniques to use now and see what happens. You might be amazed at the results!

Don’t have time to answer the phone? Want to take make sure your customers are taken care of after hours, too? We at Answer Midwest can help! We operate on a 24/7/365 basis and will answer your calls in an efficient, friendly, and professional manner for you! Call (618) 463-2430 to learn more about who we are and how we can serve you!

Hey, Health Care Professionals! Answer Midwest Is Now HIPAA Compliant!

When you use any kind of service, you expect your information to be confidential and held with the utmost respect. This is especially true if you’re in the healthcare field, a field in which privacy is a must.

Well, we have great news for you then! Answer Midwest has now become totally HIPAA compliant and certified in order to better serve all of you in the medical industry!

All of our operators at Answer Midwest have just finished training and certification in become HIPAA compliant, so whenever you use our services, your clients will be greeted by HIPAA certified, friendly operators who are highly trained to gather private sensitive information and to dispatch messages promptly and accurately to your desired HIPAA compliant protocol! Each call includes detailed record-keeping and is digitally recorded for retention.

We also provide message encryption, which will protect your privacy and the privacy of your clients in both text message and email format! Doctors will now have the ability to send secure messages to others in their group and make notes on the messages that they receive right on the secure messaging app!

Best of all, all data files are sent and received securely among you and your staff and features text with fully-supported

SMS text messaging! All messages are secured with SSL encryption software and are safely stored on a secure remote server.

As an ever-changing industry, the field of healthcare and medicine depends on messages being delivered in a simple, quick, and secure manner, all while remaining compliant with HIPAA secure PHI regulation requirements. At Answer Midwest, you can be assured that your messages will remain secure and that you can access them instantly – 24/7!

Want to make sure that your company is ahead of the curve? Sign up with Answer Midwest, your full-service, 24/7 live operator call-handling service company!

Call us at (618) 463-2430 today!