AWARD WINNING SERVICE

We have earned the exclusive Association of TeleServices International “Award of Excellence” for the twelfth consecutive year. Independent judges evaluate courtesy, response time, accuracy, and overall client service. Only one other in the nation has received this award.

EXPERIENCE

Michigan Message Center has been in business for 45 years and understands the answering service and call center business. Ownership is active in day-to-day operations alongside management personnel with a combined experience of over 60 years.

STATE-OF-THE-ART EQUIPMENT

All of our Agent stations and system equipment are leading edge technology, which allows for accuracy and dependable performance day in and day out.

QUALITY STANDARDS

All Agents perform to a set of standards and strive to maintain a service level of answering 80% of all calls within 3 rings.

MONITORING PROCEDURES

Agents are monitored on a regular basis to ensure that Quality of Service is maintained.

TRAINING PROGRAMS

Fulltime trainers and interactive training programs combine to provide an effective 6-week training program prior to Agents going online. Advanced training and coaching keep Agent skills honed and professional.

STAFF REVIEWS

Each week Agents receive feedback on their previous week’s work. Agents and management know immediately what kind of service is being provided.

LOW TURNOVER

Our pay scale, benefit program, and conducive work environment allow us to attract and maintain qualified Agents. Our retention of Agents is above average at 33 months, with several having 15 years or more service.

HIGH SUPERVISOR TO AGENT RATIO

There is one Supervisor for every eight Agents to provide coaching, readily available help, and support.

FULLTIME CUSTOMER SERVICE PERSONNEL

Each account is assigned a customer service representative. Questions or concerns can be answered promptly and consistently.