How Does The Service Work?

Frequently Asked Questions

You can depend on and trust us. Our CCS team and technology are set up to handle everything from simple messaging to complex call center performance management. We can handle simple processes or overly sophisticated systems, providing everything your business needs. Our state-of-the-art equipment and professional call centers and representatives combine to offer the exceptional BPO and call answering services your business demands.

Since 1972. CCS was founded as a small answering services company. From humble beginnings, we started our business by taking handwritten messages for our small client base.

Over the next 50+years, we saw major changes in how we supported our customers. With the evolution of technology, we invested heavily in our infrastructure, rapidly enhancing our service offerings. By 2010, we serviced our 10 millionth caller.

Since 2012, CCS has been recognized an impressive five times on the Inc. 5000 list of America’s fastest growing companies.

In 2017, we diversified our service offerings, again, by merging with our first IT Managed Services company, TechFIT, expanding our suite of support options.

From faxes to full Omni-Channel solutions, we’re committed to growing with our customers as we head into the future!

CCS is open 24 hours a day, 7 days a week and 365 days a year. We can provide 24/7 phone call answering services and customer support BPO for all types and sizes of businesses.

All CCS locations are equipped with commercial-grade backup generators and CPU batteries for added redundancy.

The majority of our technology is co-located in a data center that is equipped with redundant power and telephony connections. With a robust, comprehensive disaster plan in place, we are ready to support your business needs in all situations.

Our system allows for intelligent call routing to one of our call centers. If unexpected events occur, such as natural disasters or higher-than-anticipated call volumes, we can re-route calls to any of our multiple call answering service teams in real time.

Each of our clients is assigned a unique phone number associated with their phone call answering service account. When a customer calls in, your customized verbiage and specific account information are prepopulated on our representative’s computer display. This integration and technology positions us to professionally and accurately represent your company.

CCS can provide you with Call Detail reports, Dial Out reports, Caller ID reports, and much more. We can help you with which call center KPIs you should track. In addition, every call is voice-recorded and archived. We can also provide access to our portal to run reports on your account at your convenience in real-time.

Leveraging our data from our phone systems, CRM platforms and customized software tools, we’ll be able to evaluate areas including:

  • Forecasting
  • Operational
  • Financial
  • Staffing
  • Call Center Metrics
  • AHT
  • ABD rate / %
  • ASA
  • FCR
  • Occupancy/Adherence
  • Outliers
  • Quality Assurance

Communication is vital for us to provide the best call answering services and customer support BPO for our clients. We use multiple channels of communication to keep our clients informed:

  • Email
  • Internet
  • Voice mail
  • Cell phones
  • Alpha-numeric pagers
  • Text messaging
  • CCS Online Portal

Each inbound answering service message includes the time the call was taken, who/when the message was delivered to, our team’s outbound attempts, the CCS representative’s initials who took the call, and the information gathered from the caller.

Yes, CCS has “web pop” features that allow your website to automatically come up on our agents screen when your customer calls. We can then handle any calls or orders directly on your own website.

Contact us online or call 888-352-1413 to discover how we can help your business with our wide variety of outsourced customer support services for businesses.

One of our Sales Reps will be happy to speak with you about pricing and explain the many features and call center outsourcing services that CCS can offer to your business.

Contact us online or call 888-352-1413 to discover how we can help your business.

Our Customer Service and account programming team will work closely with you to assist with scripting development, defining procedures, customer verbiage, and more to ensure that CCS handles calls according to your standards.

We can be anything from your full-time, 24/7 answering service to providing overflow call handling. Whatever your needs, we can craft a complete, adaptable solution that will save you money and improve your customer retention.

To learn more about how Customer Contact Services business solutions can help you enhance your live customer support, call us today.

CCS provides a full range of call center and customer support outsourcing services, including inbound call handling, outbound engagement, live virtual receptionist services, help desk support, chat and email support, and overflow call coverage. Our solutions are flexible and can be tailored to your business needs, whether you require 24/7 coverage or support during peak hours.

Yes, CCS offers 24/7 live call answering services, 365 days a year. This ensures that your customers always reach a live, professional agent, whether it’s during business hours, after hours, weekends, or holidays. Continuous coverage helps businesses avoid missed calls, lost leads, and gaps in customer service.

Absolutely. CCS specializes in custom call center and BPO solutions designed to fit your operations. Whether you need full-time support, overflow call handling, bilingual agents, or industry-specific workflows, our team builds a solution that aligns with your goals, customer volume, and service expectations.

CCS supports businesses across 59 industries, providing scalable customer service solutions for sectors such as healthcare, legal, retail, hospitality, and more. Our experienced agents are trained to adapt to different industries, ensuring accurate, professional, and brand-aligned customer interactions.

CCS uses advanced call reporting and performance analytics to track key metrics like first call resolution (98%) and quality assurance (95%). These insights help optimize workflows, improve agent performance, and enhance the overall customer experience. With over 20 million client interactions handled, CCS has a proven track record of delivering measurable results.

Make The Right Call

888-832-5397

to find out how our custom call solutions can help your business grow.