Call Center Service Frequently Asked Questions

How long has your company provided call center services?

1-800 We Answer Call Center Service has been in business since 1969. We have over 40 years of call center experience.

Does your call center service support 24/7 operations?

Yes, our call center service operates 24 hours a day, seven days a week including all holidays.

Can your call center service handle the call volume of my business?

1-800 We Answer Call Center Service currently employs over 400 individual call center agents, working in four different call centers located in the United States. Our infrastructure allows us to expand rapidly. Our call center is an ideal telecommunications support solution for mid-sized businesses with high call volume.

Do I need to sign a contract to initiate service?

1-800 We Answer Call Center Service offers different pricing levels based on call volume levels. All accounts are month-to-month, and we don’t require clients to sign long term contracts.

Where are your call centers located?

Our headquarters is located in New York City, centrally located in the Midtown West neighborhood. We operate two call centers in Florida, namely in Jacksonville and Miami. We also have opened a call center location in the Boston, Massachusetts area.

What industry do you primarily support?

1-800 We Answer’s Call Center Service client base is diverse, internet retailers, catalog, utilities, healthcare and pharmaceutical, financial, direct response and direct response accounts providing the bulk of our daily call center workload. Our Jacksonville location provides extensive support for various areas of insurance support and high-volume telephone retail, but any of our call center locations can provide exceptional support for your call center outsourcing project.

What long distance carrier is your toll-free telephone service?

1-800 We Answer uses PAETEC to provide all of our telephone and networking services.

Do you have multilingual capabilities at any or all of your facilities?

Yes, we have bilingual agents who are fluent speakers of English and Spanish at all of our locations. Many of our agents are also fluent in a second language other than Spanish. We have agents who are fluently bi-lingual in French, Portuguese, Russian, Italian, German, Polish… and all of our agents are articulate speakers of English.

Are your call center workstations web-enabled?.

Yes, our workstations are 100% web-enabled with access to email. Agent internet activity is closely controlled, and we take redundant measures to ensure the security of client account data.

Do your agents receive ongoing training?

One of our key objectives is to provide consistent agent training to maintain levels of service for each of the clients we serve. Ongoing training is done through one on one training sessions and small group sessions. Agents are thoroughly screened before being hired by 1-800 We Answer. New agents receive 40 hours of initial one-to-one training in using our company’s systems and are receive orientation in our protocols. All agents go through individual account training procedures prior to handling new accounts. Client specific training varies based on each client’s goals and objectives. We work closely with our clients to ensure that agents understand the critical information, tasks, goals and objectives associated with each account.

Does your call center service support call monitoring?

Yes, 1-800 We Answer Call Center Service has several call monitoring systems in place that allow supervisors and our clients to listen to voice recordings of client-agent conversations. We want to ensure our clients that we are providing excellent customer service and sales support, and achieving the expected objectives and goals set for each project. Each client also receives detailed reports of the activity on each account, so that in conjunction with recorded voice calls, they’re fully aware of their account progress.

Are you PCI Compliant ?– The Gold Standard for Call Center Security
1-800 We Answer is one of a few PCI certified Call Centers in the United States. SecurityMetrics ® Site Certification Vulnerability Scans are performed at regular intervals throughout the year,ensuring security standards are maintained for all electronic transactions and transmissions. 1-800 We answer is setting the gold standard for security in the Call Center Industry.