Q. What sets Southwest Call Center's service apart from other Telephone Answering Companies?
A. We are committed to responding to your customers courteously and empathetically all day every day. We do this by staffing our call center with individuals who have met our high standards of answering and handling calls in a professional manner while maintaining a calm manner at all times.

Q. How long has Southwest Call Center provided inbound call center services?
A. Southwest Call Center started in the early 1980's as Southwest Answering Service. The company was started to provide basic telephone answering services to businesses in Lake Charles, LA. In 1993, the Vincent family purchased Southwest Answering Services. We installed the area's first digital inbound call processing system and expanded our services to include all forms of inbound call center applications.

Q. Does Southwest Call Center support 24 hour, 7-day a week operations?
A. Yes, Southwest Call Center never closes for business. We are open 24 hours a day, 7 days a week, and 365 days a year!

Q. What happens to your system during an emergency?
A. We take disaster events very seriously and we understand our ability to operate during these times is critical to the success and continuation of your business. With our redundant network, we have procedures in place that ensure continued operations during the event of a disaster. We review, test and update, as necessary, these processes several times a year.

Q. Do you have reserve staffing available for immediate response to spikes in call volume?
A. Our call center supervisors monitor call activity on a real-time basis and determine when additional personnel need to be on the phone. If additional personnel are needed, our management staff will answer calls and, call additional personnel if necessary.

Q. What if my call processing instructions or script changes? How do I communicate changes to Southwest Call Center?
A. Simply contact any of our supervisors or managers to discuss the changes that need to be made. Once we receive your new instructions, we will update your client profile and provide a copy for you to review. Once you've agreed to the changes, we then train all of our representatives on the new instructions.

Q. Will you answer the phones with my company name?
A. Yes, we will work with you to develop a customized call processing script along with a customized answer phrase for your company. Upon activation of your account, you will receive instructions on how to route your calls to us - depending on your requirements this could be a toll free number or a local telephone number.

Q. We have an On-Call Schedule that we follow for after-hours support calls. Sometimes charges are made after the schedule is published. How do we notify you of our On-Call Schedule and any subsequent changes?
A. Our web-based On-Call Calendar allows you to view, edit and update it with any On-Call changes you may have. This calendar is a real-time interface into our system, so when you make a change to it - the system is immediately updated to reflect the change. So, you do not have to worry about getting changes to us - just log in to your Southwest Call Center account, make the change and we'll know about it right away!