In telephony, call forwarding is a feature on some telephone networks that allows an incoming call to a called party, which would be otherwise unavailable, to be redirected to another telephone number where the desired called party is situated. In North America, usually the forwarded line rings once to remind the customer using call forwarding that the call is being redirected. More consistently, the forwarded line indicates its condition by stutter dial tone.

• Traditional Call Forwarding:  This method is very common for many of our clients.  This method requires you to manually forward and un-forward your phones anytime you wish to go on or off service.  You must use the phone line you wish to forward to activate the call forwarding.  This can be done during your lunch hour, when you leave for the day or even if you have to step away from your desk for a few minutes.

• Roll-Over Call Forwarding: This method is set up to automatically forward any callers to the answering service instead of giving your customers a busy signal at your office.  For instance, if your main business lines can handle 3 simultaneous callers, the 4th caller would normally receive a busy signal when calling.  Using roll-over call forwarding the 4th caller will “roll-over” to the answering service allowing your caller to leave a message.  You also can schedule calls to roll over to the service after a predetermined number of rings.  That way if you can’t get to the phone within “3 rings” the call will automatically “roll-over” to the answering service.

• Automatic Call Forwarding: This method is predetermined to forward the phones to the answering service at set times each day.  You can schedule your office lines to automatically forward to the service at check out and automatically un-forward at check-in the following morning.  This option works very well for clients that keep regular and consistent business hours.  The advantage to this option is that you will not need to remember to manually call forward your lines every night and eliminates possible human errors.

• Full Time Forwarding: This one is simple.  Your office lines are forwarded to the service at all hours of the day, everyday of the week.  This option works very well for clients with small office staffs or if you have a hotline that needs to be answered 24/7.

• Ultra Call Forwarding:  This is also known as Remote Call Forwarding.  Having this option will allow you to call forward your main business line from any phone line.  This is a great feature to have in case that the call forwarding, although unlikely, happens to disconnect.  You can be at home, on the road, or even a MedCom agent has the ability to use the Ultra Call Forwarding method to re-activate your call forwarding.  We recommend that your office has this feature if only for back up purposes.

• Pick up the phone line you wish to forward and wait for a dial tone.

• Press “72#” and listen for dial tone again.

• Dial the call forwarding number MedCom has provided your office.

• Once the phone is answered, either by voice greeting or operator, the call forwarding should be activated.

• It is always important to verify call forwarding was successfully completed.  To verify call forwarding, use a new phone line to call the number that should be forwarded and check that your business line reaches MedCom.

• If you detect a problem or the phone is not forwarded to the correct call forwarding number, you should turn off call forwarding and try again.

• Pick up the phone line you wish to un-forward and wait for a dial tone.

• Press “73#” and listen for dial tone again.

• You will hear a series of beeps or alerts which will indicate that call forwarding has been turned off.

• It is always important to verify call forwarding was successfully deactivated.  To verify call forwarding deactivation, use a new phone line to call the number that should be un-forwarded and check that you reach your own business lines.

• If you detect a problem, try forwarding the phone line again and removing call forward a second time.  If problems persist, contact your phone company or provider.

Anytime.  MedCom has agents available 24/7 to answer your calls.  This means that you can forward your lines after hours, for lunch breaks, company meetings, holidays, or even if you just need a few minutes without the phone ringing at your office.  Just forward your lines and let us know who will be on call and any special instruction you have for relaying messages.

No.  All call forwarding features, including activation and deactivation, are controlled at the telephone company’s central office.  MedCom is not responsible for activating or deactivating your call forwarding.  If you would like, you can request that MedCom periodically test that your call forwarding is still activated.  We also recommend the use of Ultra or Remote call forwarding, which provides the ability to call forward your business lines from any phone line.

Our superior answering system identifies the called number and alerts our agents that your phone is ringing. Your account's profile is then displayed on our system's computer screen to guide the agent on how to handle your call. Naturally, over time our agents become more familiar with your needs and are always alerted to updates.

Yes.  MedCom accepts Visa and MasterCard.  After each invoice is generated your balance due will be charged to your credit card and a paid receipt sent to you for your records.

Under a per minute rate structure, MedCom is able to provide you with a fair and accurate billing package.  You are only charged for what you use.  The per minute rate doesnt require you guess how many minutes you will use like cell phone companies and have wasted minutes at the end of each month. The per minute rate structure is fairly straight forward; the amount of time our agents spend working on your account reflects the billing amount.  Additionally, a per minute rate structure allows our agents to give your caller their 100% undivided attention for the entire call as opposed to a per call structure where agents may be tempted to answer as many calls as possible.  We want your callers to feel as if they are the most important caller.

Our pricing is based upon how much time our agents spend working on your account with your callers and your staff.  MedCom has many cost efficient methods to increase efficiency and productivity.  There are no hidden fees for using the service on the weekends, holidays, or emergencies relating to weather or  any unforseen last minute issues.  Your rate is the same no matter what day of the week it is.  MedCom will work with you to determine the most cost effective ways to relay messages and services available to you.

Please view our FAQ section on Call Forwarding options.

MedCom can help you better manage your enterprise. Our call center is staffed by competent, trained, and certified professionals who quickly become knowledgeable in your communication requirements.  24/7 telephone coverage adds value to your organization and helps you maintain an affordable, and competitive advantage.

Anytime.  MedCom is available to answer your phones 24 hours a day, every day of the week.  We can answers calls whenever you need: after hours, day time receptionist, during the lunch hour or company meetings, holidays, weekends, and we can even handle your overflow calls.

Today, if necessary.  Pending the specifications your account requires and the information you provide us, our account programmers may be able to get your account up and running in the same day.  We recommend and appreciate a 48-hour time frame in order to train our staff.  Secondly, we recommend beginning service in the first half of the week.  This will allow us to review your account and correct any issues prior to the weekend, but we are available for same day activation if time is of the essence or the need is critical.

MedCom will work with your staff to customize your account’s profile to meet your needs.  Our system provides the ability to personalize your account settings so that our agents can act as a seamless extension of your office staff for each and every one of your callers.  At MedCom, we will do our best to create a fair pricing package that will best fit your budget requirements.  Every client has their own needs and MedCom will make every attempt to satisfy these requirements.

Every account is personalized and designed to meet your specific needs.  At MedCom, typically we do not specify any contract length.  We work with you on a month to month basis.  We take the approach that we need to earn our keep every month.  We give you the freedom to choose when to use our services.  However, we do require a 30 day notice for all cancellations and termination of service.

MedCom works with clients and callers from all across the country.  We currently answer for clients in many different states across all time zones.  Even though we can handle clients on a national scale, MedCom provides the feel and sound to your callers that we are local and a part of your company.  We are even capable of handling international calling if your company requires this need.

References are always available upon your request.  MedCom would be glad to provide you with names and contacts of clients for any industry and any size company.  Many of MedCom’s clients are willing to discuss the benefits of using our services.  Additionally, we invite you to visit the testimonial and service demo sections of our website.

MedCom is site certified to ensure continuous operations at least 99.99% of the year. This translates into unplanned outages of less than one hour per year. We have exceeded this goal for the past several years.  Also, MedCom has certified Agents, Dispatchers, and Supervisors.  MedCom is an 11 consecutive year winner of the ATSI Award of Excellence.  In this past year, MedCom joined the CAM-X Award of Excellence program in which they won their first award.

For a more in depth review on the services we provide, please visit the Services and Technology sections of our website.

MedCom has a certified Supervisor available on each shift to handle any problems or concerns you may have after hours.  If you require further assistance, MedCom’s management staff is willing to help you resolve the issue 24/7 every day of the week.  If you experience any issues or difficulties, please notify our shift supervisor or a member of our management staff so that we can promptly begin the resolution process.

With the most advanced call center platform, the Startel CMC, when a call rings your phone line the call is presented to our agent with your personalized account greeting, on call information, instructions and message slips.  Combining this information with the extensive customer service training our agents complete, our agents are more than prepared to handle your calls professionally and  in line with your instructions.

We understand that each company is different and has their own ideas and instructions.  We will do our best to work with you prior to beginning service to accommodate all your requests. The first step we ask every client to complete is to fill out our subscriber application. The subscriber application will provide us the basic information on how to design your account based on your specifications.  Once your account has been initially designed, we will carefully review all aspects with you until you are satisfied.

Having been in the business for over 20 years, we have had a lot of experience dealing with the many different types of industries of all sizes. We have become very good at what we do. The more you tell us about your company the more we get to know who you truly are and what you want.  MedCom invites you to come visit our office and see how the operations work.  This gives us a great chance to get to know you and you may even find out about additional cost saving methods for your account.  We strive to serve our customers over a long term basis.

This option is entirely up to you.  MedCom presents calls to available agents as they come into our service.  With the CMC’s automatic call distribution capabilities, available agents are presented with the next call in queue as they finish with the previous call.  This process keeps any hold times to a minimum, while still allowing callers to be greeted by a live MedCom representative.  Our agents give your callers their 100% undivided attention throughout the duration of their call. and the callers greatly appreciate this  level of service. However, some clients wish to present their callers with a personalized greeting specific to your account.  This method provides cost saving options, while providing valuable information to callers before they reach the next available agent.

Yes!  All of our agents have web access and the ability to utilize your website.  Our agents are experienced with entering information directly into clients’ websites and have grown accustomed to using our clients’ databases to access information.

Once the call is presented to our agent, the Startel CMC will present your account's information and a personalized answer phrase.  The agent will only be working with information from your account that you have provide us.  To most callers, our agent will appear to them as a seamless extension of your office staff.

Multiple offices or locations can easily be accommodated.  Each location can be configured with their own account using a unique call forward number.  This option will allow each office to have an individualized answer phrase and seperate account instructions.  Additionally, we can offer some multiple offices or locations discounts under a joint account if each office follows similar protocol and instructions.  If you are interested in service for multiple offices, please contact us directly to see what options work best for you.

Emergencies, lab results, consults, sales leads, web-based customer service applications, and other important communications can all be handled by our staff in accordance with your detailed instructions.  Every call and all subsequent activity is fully documented.  Critical and emergency calls are some of the most essential work we do. Even though emergencies are considered primarily healthcare based, we also provide commercial and professional clients with after-hours emergency customer service. When emergency calls come in, we have customized procedures to contact on-call personnel so that each call may be responded to immediately.  When we receive emergency calls or calls that require specialized technical assistance, we will escalate the call and transfer it to your inside line and relay all pertinent information to on-call personnel. Normally, we obtain essential information such as the nature of the problem, contact information, and any other data requested by the client. This information can be organized in a “work-order” format and transmitted to any wireless device.

MedCom has 24 talk paths available for simultaneous agent and caller interaction.  MedCom handles calls on a first come first serve basis.  At MedCom, busy signals are a rare event. "Busy signals" rank up there with long hold times in the bad customer service department, and are annoying to the caller. It also means a delay and having to call back again. When a caller receives a busy signal because of the answering service, it usually means there are staffing issues, inadequate inbound phone lines, or both.  With insufficient staffing to handle a given call volume, the lines fill up until all overflow callers receive busy signals. A busy signal means there is no path for the call to reach the service.  MedCom addresses the busy signal issue by first ensuring that we have plenty of inbound talk paths as part of our overall digital network design. We maintain excess inbound call capacity even during peak calling periods. This way, all calls forwarded to us can actually get to us. The second part is staffing. Since call volume constantly varies, there must be enough staffing in place to handle spikes and fluctuations in call volume. To ensure the highest service levels, at MedCom we tend to overstaff on most shifts and schedule one or two extra CSRs. This greatly reduces stress in the call center and generally allows us to spend the extra time for genuine courtesy and allows us to double check our work.

Every client is assigned a unique account number.  The account number generally contains at least a portion of the call forwarding number that has been assign to your account.  Additionally, your account number generally matches the last four digits of your invoice number.  Your account number is important for several reasons.  Our agents can use your account number to easily reference your account information.  Your account number is also important to have for referencing billing information.

MedCom always wants your most recent information.  This means you can update your account information whenever you feel the need.  Our agents provide the highest level of service when we have access to the most current and correct information available.  Pending the complexity of the requested changes and the level of importance, you can inform the appropriate contact person: an agent, a supervisor, or a management team member.  Certain changes may take longer to implement, especially changes requiring additional training for our agents.

• Daily Message Reports:  There are multiple ways to receive your messages from the previous day(s).  We provide you the option of choosing to receive your messages by fax, e-mail, or you can log-in on our website to view your messages online from any web browser. We encourage you to choose any combination of these methods.  You can request that the message delivery via fax or email be sent at any time on any day(s) of the week.  If you need to receive copies of the messages at multiple times throughout the day or even send the message reports to multiple fax machines or email addresses, MedCom can accommodate these requests as well.  In order to view your message online, you will be given a secured user name and password of your choosing.

• Instant Message Relay:  MedCom has a wide variety of methods to dispatch messages to your office or on call staff as calls reach the service.  Following are just a few of the options available to you: SMS (two-way text messaging), e-mail to desktops or PDAs, alpha pages, digital pages, patching callers directly to you, voicemail storage, online web message retrieval center, and even a simple phone call.  We ask that you please read our Services (Link) and Technology (Link) sections of our website for further details.

MedCom provides a web based online message retrieval center which gives you access to your account's messages for approximately the last six weeks. This allows you to see the date and time the call was received, the message givewn by the caller, and the step by step activity trace for that message. Typically at the end of each month, MedCom will purge and store older call data onto our servers. MedCom provides archiving options for your account for both the text and audio versions of calls (when available). If you activate the archiving option for your account, MedCom will attempt to store the text and audio files for your messages. In order to access these archives, you must submit an archive request form to a management team member to review and search for the requested call data. The management team member will then notify you of the resulting archive search. Please call us to furthur discuss the archiving options available.

Yes.  MedCom has multiple reports available to help review traffic volume and certain aspects of your account. Please call us to discuss any reports or archiving needs you may have.

Yes.  MedCom has two digital call loggers available for quality assurance and training purposes.  Subject to availability, you may submit a request to listen to and review calls.  Our system is sophisticated enough to document each and every step taken during lifespan of the call.  Additionally, we have the ability to run reports on a per client or per call basis.  Be sure to activate the archiving and reporting options available for your account when you sign up.

In order to access the MedCom Voicemail Retrieval Line, dial (215) 741-3600.
Wait for the greeting to play and then enter your ID Number followed by the * button.
You will then be prompted to enter your password followed by the * button.
If correctly entered, you will now have access to listen to your messages along with certain other options available to you. Please follow the voice prompts to navigate through the system. Contact MedCom if you would like text version of the voice prompts and what the appropriate responses are.

You can make changes as often as you need. If it's just a temporary change you may update our operators. If it is a permanent  protocol change then you may need to email or fax the management team and they will attempt to have  the change in place within 24 hours depending upon the complexity and any additional agent training required.

Please visit the FAQ section on Call Forwarding. We have a very in depth review on how the process works along with a few tips to help you.

Do you have an internet connection? (Can you visit sites like www.cnn.com or www.google.com. Also maybe try typing the website address manually as opposed to using the history bar or bookmarks.)

Do you have the correct spelling of the website in the address bar? (www.messagefortheoffice.com)

Do you have the correct user name and password? (Passwords are CASE Sensitive. This means that PASSword and passWORD are two different passwords. Please check that CAPS LOCKS in on or off depending on your real password. Please contact MedCom if you needs your password reset.)

I was able to log in but still can not view messages. What do I do now? (If you were able to log in, at the top of the page there is a drop down box with the options FLIED and UNFILED. The UNFILED section is for any current messages waiting to be delivered; whereas, the FILED lists all the messages we have relayed to the office or on call personnel. You may not see any messages in the UNFILED section if there are no waiting messages. Change this dropdown box to FILED and you will see your message history.)

I see a list of dates for every message but not the actual message. What do I do? (The site sorts all the messages by the date. If you click on the date link, you will be able to read the full message and the step by step activity trace.)

How can I print these messages? (Open the message you wish to print and in menu bar of your browser click FILE, then PRINT. Currently you may only print one message at a time. We hope to soon have the capabilities to allow you to print a range of messages.)
If the above solutions do not help you, please call MedCom and ask an agent to help you find the message(s) you are looking to find. Also, let us know that you were not able to access the messages on the web so we can take a further look into solving the issue.

• Confirm that you have the appropriate alert settings on. (Silent, Vibrate, Sound)
• Turn the pager off and then on again to ensure that you hear the power-on beep.
• Make sure the battery is not dead, and check that it is inserted correctly.
• Ensure that the pager is free of physical or water damage.
• Be sure you are in your coverage zone. For your pager to work, you must be inside the paging coverage area. Check your provider’s coverage maps for more information.
• If you are in an area of high interference (e.g., basement, subway, mirrored building, valley), the signal might have trouble reaching your pager.
• Check whether a schedule is activated on your pager. A schedule lets you control when you receive messages. Check your instruction manual for further details.
• Excess heat, humidity or cold could affect your pager. If you left it in the car overnight, let it sit at room temperature for a day.

Below are some questions you should consider before seeking help from your network administrator:

• What are the exact error messages you received?
• When was the last time it was known to be working?
• Anything interesting done/happened since?
• Do you have an active internet connection at this moment?
• Does if affect all stations at your site?
• Does if affect all users at your site?
• Does it affect all email accounts?
• Does it fail while sending, receiving, or both?
• Can you receive from anyone at all?
• Can they send you a new email, instead of reply?
• Can you send to anyone at all (by-passing your address book)?
• Did you check your Spam/Junk Email box?

E-mail can move through many intermediate servers, routers, firewalls, intrusion detection devices, spam filters, and virus scanners (on both ends of the connection) long before it reaches its final point of delivery. Sometimes, an email queue on one end or the other of a connection might get backed up and must process some of the backlog before it will accept more mail. Other times, email traffic volume will max out the number of connections that a server is configured to handle at one time and another sender must complete their transmission and release the connection before another server can connect.

How frequently is your email client scheduled to check for new mail: manually, once per hour, or automatically receive new messages?

Email can be delayed for several reasons:

• Scheduled maintenance with the email servers / exchange can cause a delay in receiving mail. Emails can be entered into a queue and be sent once maintenance is complete.
• An unscheduled outage.
• The server sending the message is experiencing a temporary problem.
• The server receiving the message is experiencing a temporary problem.
• The sender's ISP is blacklisted on the internet and the message delivery is being reattempted.
• The message was marked as spam. A common cause for email delays is due to high spam volumes.

A system wide battery backup provides several levels of protection. High capacity batteries when used in conjunction with power conditioning equipment serve as the “shock absorbers” in electrical surge protection. Clean power helps ensure a reliable operation while extending the life of electronic equipment. In addition, when there are the occasional momentary lapses in electrical power, the battery backup system kicks in and delivers continuous power. In the event of a complete power outage, between the time the lights go out and the backup generator comes on, the battery backup must provide full electrical power. If ever necessary, we can keep all of our equipment, including the computer system, and all related telephony equipment operating for up to two hours on battery power alone.

A 35 KVA Back-up Generator was installed at MedCom during the summer of 1999 and this investment was made for several reasons. First, because of the critical nature of many of the calls we handle, we wanted to provide the highest reliability possible. Of course, without electrical power it is not possible to process calls at all. Even though the battery backup and portable generators had served us well, we were concerned about Y2K (remember), electrical shortages in other parts of the country, and the possibility of severe weather disrupting utility power for a sustained period of time.

Our backup generator is clean, quiet, completely enclosed and fully automatic. In the event of a power outage it switches on right away, and can run everything in our call center including the heating, air conditioning and outside security lighting. Our management and our clients have the added peace of mind that no matter how long the utility power is off we can continue normal operations. There is no disruption or inconvenience to our clients nor to any of our employees. This demonstrates the MedCom level of commitment to excellence that sets us apart from other call centers and answering services. At MedCom, we want to do everything possible to ensure reliability for our clients.

In 2006, MedCom enrolled as a partner in the Agility Recovery Solutions program. Agility specializes in providing businesses such as ours with a facility-based recovery program in the event of a disaster.  Their objective is to get us back up and running as a call center within 24 to 48 hours if we cannot use our building for any reason.  We’re covered for situations such as fire and smoke damage, sewer backup, hurricanes, flooding, windstorms and tornados.  Agility’s plan even includes unlikely events such as chemical spills, earthquakes and bio-hazard.  Under Agility’s protection, MedCom will receive immediate 24-48 hour restoration of critical functions and services under their ReadySuite protection program. 

There are six key components to Agility’s ReadySuite program that would benefit you:
•   Mobile Call Center Office Suite: An entire mobile office facility.
•    Satellite Voice & Internet. Access to complete telephone and Internet functions via satellite.
•    Electrical Power Generation. Emergency power generators are available, as needed.
•    Computer Systems & Workstations. The latest hardware and software are ready for quick ship.
•    Emergency Help Desk. One call gets it done.
•    Consulting Services. Includes training and an annual review.

MedCom’s partnership with Agility translates into increased stability and a higher grade of answering service for you. In a time of crisis, MedCom is better protected and may be able to remain in business when other services may not be. In fact, Agility boasts a 100% disaster recovery success rate and their program has been well received throughout the call center industry. MedCom has participated in two Webinars on Disaster Recovery Planning with colleagues in the Telephone Answering Service (TAS) industry across the United States. At MedCom we take disaster recovery preparedness and emergency planning seriously. You may find out more about Agility Recovery Solutions by visiting their recovery solutions website at www.AgilityRecovery.com.

MedCom reached another significant milestone in late 2006. Working in conjunction with our prime system vendor, the Startel Corporation, MedCom was able to implement SQL transactional replication between our live database server and our backup CMC system. Our customer database is now being replicated and updated every twenty minutes to our backup system located in the opposite end of MedCom's building. This added capability enables us to quickly transfer our operations from the running system to the backup system and minimize any disruptions to our clients. Full operations can now be transferred to the backup system in about twenty minutes.

In the summer of 2005, we purchased a second CMC system and installed it in our building so we would have a fully redundant running "spare" in the event of a main system hardware failure or system problem. While this did cover us for the majority of potential hardware problems, it still did not go far enough to recover and transfer our database to the backup system to minimize downtime and disruption in the event of a system problem. Updating and maintaining data on two separate systems for a 24/7 business is not a simple task.

MedCom will devise and implement a solution for handling all of your calls any time you need.  A 24/7 telephone presence reflects how your organization views itself and demonstrates your level of commitment to your patients or clients. MedCom will help promote your image with a full compliment of enhanced telecommunications services that will best suit your needs.

Since June of 1987, MedCom has successfully been providing continuous service to a growing client base.  MedCom strives to remain on the leading edge of technology and provide the latest services available every year.

MedCom operates under the ideals that professionalism and quality service are of the utmost importance.  This mentality comes from the top down, starting with the owner Christopher Bell passed along to upper management and through to the customer service representatives.  The first step to ensure your calls are handled professionally and correctly is by hiring the right person for the job.  At MedCom, we carefully evaluate all applicants for not only having the necessary skills for the job but for those with the right personality  as well.  Each new hire is placed through an extensive customer service training schedule.  MedCom maintains a staff full of SNUG Certified Agents, Dispatchers, and Supervisors.  Additionally, at MedCom both management and agents participate in year round on-going training events.  Furthermore, to ensure continuous quality and professionalism, MedCom’s Quality Assurance Manager monitors, reviews, and evaluates each agent on random calls every month.  All of these efforts combined help MedCom operate under such high standards.

There are multiple ways.  The simplest way is to just pick up the phone and call us at 800-777-8047 or you can use the Call MedCom button on this page (Link).  Additionally, you can visit the Sign Up For Service portion of our website or enter the Live Chat to reach a MedCom representative.

We can serve any client, large or small from any location.  We have many local customers; yet, we have many customers from all across America that our agents appear to callers as part of your company or a local service.

MedCom is available 24/7, 365 days a year.  This means we are available anytime of day on weekdays, weekends, holidays, snow storms, power outages or any other time you can imagine needing to use our services.  MedCom is site certified by SNUG for an annual runtime of 99.99%.  This percentage rating equates to unplanned downtime of less than 53 minutes the entire year, a goal that MedCom has exceeded over the past several years.

Yes.  Let us know if your account will require a toll free number during the sign up process.

Yes. Please view MedCom’s HIPAA Business Associate Agreement for further information.

Each agent works one on one with our Training Supervisor.  Over the years, we have learned that every agent learns differently, which is why we provide a variety of methods available to our trainees.  These methods range from an in-depth training manual, to customer service DVDs from the Telephone Doctor, to web based tutorials, and even hands on experience.  If your account will require additional training or knowledge required by our agents, we will thoroughly review this information with each operator prior to them handling your account’s callers.  Most importantly, all of our agents undergo continuous training, via our Call Monitoring Program, industry sponsored webinars, or by attending our industry trade and user group conferences.

Our agents are highly skilled when it comes to handling your accounts phone calls and taking accurate messages.  However, our agents are highly motivated to help your company succeed.  They truly enjoy taking the extra steps and learning new skills.  If your business requires our agents to enter sales information on your website, accept registrations, compile customer survey results or any other imaginable request, our agents are up to the challenge.  We want our agents to serve as an extension of your business; to do so we will learn how to appropriately handle your callers.

With the release of the CMC in 2004, we are now able to manage complex information in ways that were not possible before. The CMC has enabled us to expand our role from being a messenger to that of managing information. For example, we can now access different message forms depending on time of day, day of week and type of call. This way we consistently get the exact information required by our clients. The CMC platform uses Microsoft SQL 2005 database software which has allowed for many longstanding wish list items in our call center to become a reality.

Our service levels are such that four out of five calls are answered live.  When a call is placed on hold, usually through a personalized auto attendant (PAA) greeting, or a call screen, the caller on average is on hold for less than 30 seconds.   Over the past four years, MedCom's average daily hold time has been 24 seconds.  Because our staffing levels are so strong, we can stay on each call until it is completed, without interruption, and all calls can reach us without delay.

Please feel free to call us anytime at (215) 752-8099 or (800) 777-8047.  We will be glad to assist you and answer any other questions you have.