Our Definition of a Snow Day – 16,470 Calls
A snow day means different things to different people. For kids, it means, NO SCHOOL! For those of us that head to work, it means cleaning off the car and navigating treacherous roads, snow plows (big and small) and then figuring out how to get your car into the parking lot once you arrive safely at work. For an answering service it means, Game On!
Winter Storm Stella was no exception. As weather conditions worsened in the Upstate NY area, offices began to close up to allow their employees the opportunity to get home and off the roads. In our company, just the opposite was happening. People were being asked to come in because when a storm hits, the phones start ringing. And they don’t stop! We have teams in 5 offices and they all rolled up their sleeves and took on the task of being the voice on the other end of the line.
We have a remarkable team of professionals. Our Customer Service Representatives, Supervisors and Managers were energized by what they knew was coming. They proactively geared up for the storm and organized to make sure shifts were covered. They went above and beyond to help each other. They were car pooling with those that couldn’t get transportation, they picked people up that couldn’t get out of their driveways or manage the road conditions. Others worked extra shifts to help distribute the load for their colleagues and yes… we had 2 people spend the night in the office because they couldn’t get home. Did any of them complain? Nope. Even more remarkable was the level of understanding that our clients gave our teams.
When we face these kinds of challenges, it becomes all about, ”Let’s see how good we can be.” And when we got the stats about the numbers of calls we handled, we truly impressed ourselves. Stella set records for snowfall totals all over Upstate NY and set a record with us too. We handled the largest volume of calls in one day in our company history ~ 16,470. Our prior record was 14,099, which was set back in January 2012.
This is what exceptional looks like. Congratulations to all who stepped up, well done to those who spent the night, hats off for the positive “can do” attitude that was pervasive across our offices. Enjoy the “thank you” lunches this week and THINK SPRING!
December 22, 2016 – FOR IMMEDIATE RELEASE
Auburn, NY — Finger Lakes Business Services, Inc. (FLBS) purchased a portion of the answering service business of Tri-Cities Communications, Inc. based in Binghamton, NY. FLBS will retain all of the employees (11) and will add 190 new clients. It will maintain the current location at 210 Clinton Street, Binghamton, NY and operate as Answer Binghamton. Tri-Cities has been in business serving the Binghamton and Southern Tier region for over 45 years. (Tri-Cities also operates pager and 2-way radio services, which it will continue to offer).
Tri-Cities is the 13th answering service acquired by FLBS. The company previously purchased operations in Auburn (NY), Ithaca (NY), Syracuse (NY), Oswego (NY), Rome (NY), Tampa (FL), Brandon (FL), Steamboat Springs (CO), Greeley (CO), Hotchkiss (CO), Watertown (NY) and Chatham (NY).
Gardner McLean, President of FLBS is excited about the potential for the new location and its customers: “We look forward to welcoming our new team of Customer Service Representatives and continuing the services of Tri-Cities Communications. We anticipate we can grow in the region and provide additional offerings to its Binghamton and Southern Tier clients.”
Tri-Cities clients will have no interruption in service and their calls will continue to be handled in the Answer Binghamton office. We expect to upgrade the equipment that is handling the client calls in about 4 months, with calls being “backed up” across the Auburn, Syracuse, Watertown, and Tampa offices.
Our new clients will benefit from FLBS’ continued investment in new technology and focus on customer service. In June, FLBS was honored with the exclusive 2016 ATSI Award of Excellence for the 12th consecutive year, achieving a rank in the Top 10. The Award of Excellence is a program that provides independent testing of quality in customer service levels.
“We’ll be bringing in more advanced technology without sacrificing the personal touch of a live answer representative, and the benefit will be that we now can offer the Tri-Cities clients a broader array of options. Our goal will be to have a seamless transition.” continues McLean.
According to industry sources, this places Finger Lakes Business Services in the top 5% of all 3,000 answering services in the country in terms of size, with over 1,400 clients and 80 employees. Answer Binghamton joins existing call centers: Answer Finger Lakes, Answer Syracuse, Answer Watertown and Answer Bay Area under the AnswerUSA Group umbrella, a division of Finger Lakes Business Services, Inc.
For more information regarding Finger Lakes Business Services, Inc. please visit the corporate website www.callflas.com or call 800-308-5544.