The switchboard was one of the first pieces of equipment used by original owner Gayle Roberts and much of our original staff.

We have evolved with technology to include (however are not limited to) live operator answer 24/7, automated customers assistance with operator option, text with reply confirmation and HIPAA compliant secure texting.

Do switchboard operators still exist?
Short answer: yes. The job just looks much different than it used to. Today’s telephone operators are specialty agents, working directly in customer service to manage large volumes of phone calls in facilities that may have their own internal phone systems. Instead of manually placing calls, today’s telephone operator is likely juggling multiple lines, performing triage on incoming calls in a call center or other multi-line phone operation. They’re also employed in emergency dispatch centers and other places where a human voice and expertise is needed to route calls quickly and efficiently to the right place.

Original owners, Donald and Sharon Cortez (along with Gayle Roberts, not pictured) started their first answering service on August 27, 1985 and are now part of the parent company Tel-Com (which they acquired on May, 17, 2000).

Don Cortez is from the Oakland Bay Area.  He earned his master’s degree from San Francisco State University in 1973 and went on to coach college football.  Don brought his family back to the Bay Area in 1985, became a licensed real estate agent and founded AA Professional Communications in Hayward California.  After growing the business with his partner from 4 clients to hundreds, Don began acquire answering services from the Bay Area to Reno, NV.

Don and Sharon continue to find new and innovative ways to serve business owners.

Waking Girl Web Design, a Reno company, came to us twice. The first time, this one-woman show turned us down, wanting a service that would dive a little deeper into the every day operations of her business. She hired an assistant at $2000 a month, and handed off the business phone and some of the responsibilities of the business. The new found freedom from the phone felt great, but after a few months, was not a justified expense. The phone was not answered reliably, as the assistant was just one human--who got sick, had family issues, and couldn't possibly answer 3 clients all calling at the same time. The business owner took the phone back and reviewed Answering Service options again. The low rates of Tel-Com made for an easy decision, especially after footing the bill for 20 times more than her qualified package.

Waking Girl Web Design experienced an immediate and dramatic boost in sales and uninterrupted work time. Don't believe us? Take a look at our client's review:

We asked Waking Girl Web Design to tell us a little bit more about how our Answering Service has helped her.

Q. What has surprised you the most about using an Answering Service?
A. I knew that phone calls made me anxious, but I didn't realize why. I don't like being caught off guard. I'm a people-pleaser and I like to have answers and information for people on-demand. Now that I can call people on my terms and my time, I'm able to call back with confidence. Usually there's enough information left in the message for me to find the answer or just solve the problem before returning the message. I'm also able to respond to people by email, which saves me a lot of time.

Q. How has it affected your personal life?
A. I didn't realize how often my family and friends were calling during the work day. Since I work from home, it's easy to blur the lines of business/pleasure time. Now I get really polite text messages from my family asking if I'm available to chat. And the super cool thing about taking a break and chatting with my mom mid-day--our conversation is never interrupted by the beep beep beep of an incoming call! That's a relief! I can truly take breaks now and focus on the person I'm talking to.

Q. How have your clients responded to the change?
A. I'll admit, a few VIP clients were confused and offended at first. They really wanted to feel like they could get a hold of me whenever they wanted. I showed them the benefits--by fixing the problem within minutes of their phone call, and then calling them back and directing them to their website to see the changes. That resolved their view on the Answering Service real fast! New clients absolutely love it, and know from the get-go that my time is valuable and that most of our work will be completed through email.

Waking Girl also commented on her move to a new timezone. Because we are a 24/7 answering service, our clients are free to switch timezones without end-users even noticing!

All Tel-Com clients are invited to share their success stories.

24 Hour Answering Service How would you like to boost your profits and get a little free time starting this week? Tel-Com has been answering phones since 1985. We have the knowledge and experience to be the voice of your company! We take great pride in representing your company over the phone, assisting your customers and helping your business grow.

So how does that boost my profits? 85% of new callers will hang up and move on to your competition if the phone is still ringing after 5 tones or worse, if it goes to voicemail. Caller confidence and trust begins the moment they hear a real person and that translates into doing business with you. Just the crucial business step of having a person answer your callers live, even if only to take a message and reach the intended person with a text message or email, will guarantee you the opportunity to gain a new customer.

I've got doubts. An answering service is not for everyone, and we will be the first to tell you that Tel-Com may not be the right fit for you. Our retention rate is 99% because we hand-pick businesses that we know will succeed in our program. Your success is our success. Neither of us benefit if we are a mismatch and we’ll be the first to help find what does work for your business. We support each client’s business success through our 30 years of experience in Best Practices and superior customer service.

 “I don’t know what I ever did without Tel-Com,” says Lori Ann Stone, sales manager at A1 RV Sales and Body Shop. A1 provides sales, service, and parts for recreational vehicles.

With a very busy staff, there was no way to meet the demands of answering every phone call or even listening to the answering machine.  “Many walk-in clients require our complete attention,” Stone says. “We did not want to ever miss a call.”

Like being open 24/7.
When people take their RVs out on the weekends, A1 needs to be available in case there is an accident. With Tel-Com, the body shop was not only open during business hours but available 24/7.  “With Tel-Com answering our phones, we are now able to get with anyone who is in need when they are in need,” says Stone.
 
How the answering service works.
When a customer calls, and A1 staff are unable to pick up by the fifth ring ( with clients, after hours or holidays) the call is automatically forwarded to the answering service. Tel-Com picks up, takes the message and immediately sends it to the designated A1 team member. “Whether we are meeting with customers, it’s after hours, or on weekends, Tel-Com captures all the business that we might otherwise have missed out on.” 

·        phones are forwarded 24/7
·        Rings 1 – 5 to A1 shop
·        6th ring forwards to Tel-Com
·        message taken and immediate dispatch
 
An answering service you can count on.
Stone says she would not do anything different in regard to using Tel-Com answering services. Not only does she appreciate what Tel-Com does for A1 business, she has a great relationship with their staff. “They are really terrific!”

Tel-Com appreciates the opportunity to work with time-critical businesses like A1 RV Sales and Body Shop. We are honored to be your support team! Please contact us for more information about taking advantage of Tel-Com's services.

Three years ago Mark, owner of Carpet Cops, returned a customer's call only to find that in just ten minutes the competition had already been contracted to handle the $20,000 water damage restoration project. Mark knew it was time for a change. The profit incentive of using an answering service was now painfully obvious.

In the carpet cleaning business it is important to answer the phone right away, but in the water damage business it is mandatory! Carpet Cops handles water damage restoration claims; when these customers call they're in the middle of an emergency and need an immediate solution. 

"Using an answering service has added significant sales to my business. In this industry people go through the phone book and just keep calling until they reach someone," comments Mark who was once confident in his ability to return calls right away. 

Every business is slightly unique in their reasons for using an answering service. Because carpet cleaning takes Mark and his staff on the road and to residential areas with poor reception, they don't always hear the phone ring or can't have a proper conversation with the customer over the static. 

How is your Answering Service set up?
Carpet Cops uses multiple phone numbers to advertise to all the different regions they service; all of these calls are directed to one line. The phone rings four times before the line is directed to Tel-Com, giving Mark the chance to field customer calls personally.

The phone rings four times before the line is directed to Tel-Com, giving Mark the chance to personally field calls from known customers and area codes he recognizes.

If a caller sounds distressed or mentions water damage Tel-Com immediately puts out an APB for Mark: they text him and call his home number until he is reached. This allows the Carpet Cops staff to connect and schedule with customers in crisis.

The addition of Tel-Com has helped Mark manage his time more efficiently. He can easily sort through non-critical messages (sales calls and blind phone solicitations) and return those calls as his schedule allows, while giving him more time to call his actual VIP customers (and his family!) who are calling for service. The other benefit Mark has realized is that most "robo-dial sales calls" never leave a message with Tel-Com! 

"I want to thank Tel-Com for helping me grow my business. I receive the critical calls that are so necessary to be responsive to my clients. I want to thank Corrie and the whole group for answering the phone and relaying an exact message which is so important for making my business grow." Mark, Carpet Cops

Tel-Com appreciates the opportunity to work with time-critical businesses like Carpet Cops. We are honored to be your support team! Please contact us for more information about taking advantage of Tel-Com's services.