When Your Answering Service Becomes Your Lifeline:
Disasters happen, but the key difference between success and failure is planning. Having the foresight to establish an overflow answering service before a disaster strikes ensures your business can continue operating during a crisis. Years ago, a regional insurance provider contacted Platinum Pulse to set up an overflow answering service. They selected our Silver plan for basic answering service. Our agents greeted the caller, collected basic contact information, and then sent an email on the caller's behalf to the main office for follow-up. Call volume was relatively low, but consistent enough that our agents were proficient at the project. On August 29, 2021, Hurricane Ida hit Louisiana, and everything changed. The insurance provider lost power, phones, and the ability for their employees to communicate with customers. The CEO reached out to their dedicated Platinum Pulse Project Manager for assistance. Within minutes, all calls were forwarded to Platinum Pulse at the phone carrier level, bypassing the disaster zone. A few days later, the team at Platinum Pulse transitioned from basic answering service to claims processing by applying the insurance provider's guidelines and developing scripted outcomes for our agents to follow. For the next three months, Platinum Pulse handled all inbound calls, processed initial claims, provided claims updates, and ensured that when the customer needed help the most, their call was always answered, 24/7/365.
Why Choose Platinum?
|
Mission |
Summary |
|
Planning |
The Regional Insurance Provider had the foresight to establish an Overflow Answering Service before the disaster |
|
Consistent Traffic |
Both companies worked seamlessly together for years prior to the disaster. Just like a fire department rehearsing a victim extraction from an overturned vehicle, everyone knew their defined role and had a predetermined escalation process. Sending ten to twenty calls a month just to keep the process in sync makes a world of difference. |
|
An Extension of your Team |
Your team's guidelines, our team's scripted outcomes, yielding one unified deliverable. |
|
Technology Backbone |
We combine a fully hosted call center with redundant Amazon Web Services (AWS) data centers to support North American geographically diverse offices and agents. The result is an incredibly dependable and always 'ON' product. |
|
Business Redundancy |
Never fear a weather event, power outage, or damaged phone lines again. Just like a Uninterruptible Power Supply (UPS) for your computer, we become your Uninterruptible Phone Service. |
Our Services:
We offer a range of plans designed to fit the specific needs of your business, from small startups to large enterprises
- Basic Answering Service: Your calls are answered professionally 24/7/365. Just like a news reporter with a breaking story, the Who , What , When , Where, and Why are delivered to your email or text message.
- Appointment Scheduling: We can efficiently manage and schedule appointments directly into your existing calendar, dispatch, and CRM systems.
- Customer Service: From door access codes to moving guest rooms and technical support to return authorizations, we understand that customer satisfaction is our top priority.
- Dispatch: Keep your field technicians focused on the job at hand. We manage their schedules, reschedule appointments when service calls run long, and coordinate with the customer on ETA’s.
- Emergency Dispatch: Become your customers' hero when they need you the most.
- Technician Route Optimization: When a technology company, Platinum IP, manages a call center, Platinum Answer, and adds a shipping division, Platinum Ship, covering the eleven Western States, you get a company ingrained in resource optimization. We can dispatch the right technician with the right skill set in the correct geographic area.:
One Call:
Integrating our answering service into your business is simple and fast. Contact us today to discuss your specific goals..
|
Four Easy Steps |
Description |
|
1. Consultation |
Meet with our team to determine your specific requirements. |
|
2. Setup and Training |
We develop call scripts and train our agents. |
|
3. Project Launch |
Depending on the scope, most projects are launched in a few days. |
|
4. Relentless Support |
Dedicated Project Manager and portal access. |
Our Plans:
We offer three core plans based on the service goal. From basic answering service for new startups and small teams to full customer service, including dispatch and route optimization for enterprise efficiency. We may not be the low-cost provider, but consider the importance of quality: potential new customers' first experience with your company, from the initial contact to the successful completion of the job, should never be left to the lowest bidder. Quality is paramount.
|
Services |
Silver |
Gold |
Platinum |
|
Live Answering Service 24 x 7 x 365 |
English |
Bilingual
(English and Spanish) |
Bilingual
(English and Spanish) |
| Appointment Scheduling |
Within
Calendly, Google Calendar, Microsoft Outlook, etc. |
Including interfacing directly with your existing dispatch, scheduling, and CRM systems | |
| Dispatch |
|
|
✔ |
| Customer Service |
|
|
✔ |
| Order Assistance | ✔ | ✔ | |
| Technician Route Optimization | ✔ | ||
| Greeting | Standard Greeting | Custom Greeting |
Custom Greeting
with IVR Routing |
| Call Scripting | Standard Answering Service | Custom Call Scripting | Custom Call Scripting |
| Call Log with Call Scripting Data | ✔ |
✔ |
✔ |
| Message Delivery | Email, Text | Email, Text, or Call |
Email, Text, or
On Call Variable list |
| Digital Recording | ✔ | ||
| Unique Phone Number | Local (DID) |
Local (DID) or
Toll-Free 888, 877, etc. |
Local (DID) or
Toll-Free 800, 888, 877, etc. |
|
No Contract Month to Month |
✔ | ✔ | ✔ |
| Monthly Pricing | $99.00 | $149.00 | $199.00 |
| Price Per Minute | $1.49 | $1.59 | $1.69 |
| Transfer Minutes | $0.14 | $0.14 | |
Your Industry and Software, Your Solution:
| Silver | Industry | Software | Gold | Platinum |
| ✔ | E-Commerce | Shopify | ✔ | ✔ |
| ✔ |
HVAC / Plumbing
Pest Control / Trades |
Field Routes | ✔ | |
| Gorilla Desk | ||||
| Housecall Pro | ||||
| Jobber | ||||
| Service Fusion | ||||
| Service Titan | ||||
| Thryv / Keap | ||||
| ✔ | Lead Management | Streak | ✔ | |
| Copper | ||||
| Apollo | ||||
| Zoho | ||||
| ✔ | Medical | Aesthetic Record | ✔ | |
| ✔ | Insurance | Salesforce | ✔ | |
| ✔ | Judicial Services | ✔ | ||
| ✔ | Professional Services | Google Workspace | ✔ | |
| Jotform | ||||
| Microsoft Office | ||||
| Calendly | ||||
| ✔ |
Property Management
Vacation Rentals |
Breezeway | ✔ | ✔ |
| Dormakaba | ||||
| Escapia | ||||
| Track |
