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Have you ever wished you could improve your staff’s customer service skills? Who better to learn from than those that provide exceptional customer service 24/7. Our Training and Quality Assurance departments will provide a one day seminar for your staff. Learn how to handle difficult callers, use polite phrasing, and implement proper telephone etiquette. These sessions provide multiple training methods from videos to hands on experience. And better yet, these seminars are customized for your office.
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A high quality, cost-effective Tele-Messaging Service pays for itself in customer loyalty and message turnaround time. Your on-call staff receive timely messages, and every call is carefully documented. 24/7 telephone coverage adds value to any business, and helps you maintain a competitive edge. MedCom Professional Service is all about quality - Professional is in our name.
 Our cheerful and appropriate staff project a positive image for your organization whenever your phones are forwarded to us. MedCom is staffed by competent, trained and certified professionals who quickly become knowledgeable with your company’s communication requirements. Clients new to answering service are surprised at the variety of calls they receive after hours, and established clients appreciate how MedCom helps them provide excellent after-hours customer service.
Our commitment to excellence, is demonstrated by our eleventh consecutive year of earning the distinguished Association of TeleServices International (ATSI) Award of Excellence. We employ this independent test call program, combined with the use of statistical sampling methods, hands-on management, ongoing training and team approach, to ensure that our clients receive high quality service, every hour of every day.
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Our agents are great at relaying messages to you. Did you know that our agents can enter those same messages into your internal office applications or website? We will train our agents with your guidance on how to use your applications or website. This leaves you with no need to re-enter data once receiving the message, cutting out busy work for your office staff the next morning.
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MedCom has a new and exciting option to schedule your appointments! This dynamic scheduler molds to your business, whether it be in the medical, commercial, financial or service industry.
Let us schedule all of your appointments. This user friendly web based software allows you access to your schedules any time from any internet connection! It can send both you and the consumer automatic email reminders, appointment updates or cancellation notices! Predefined appointment lengths and service types prevent overlapping or double booking, just one of the many features this program offers. Replace your old and outdated scheduling software with MedCom's new option and give your customers the in demand opportunity to schedule services. And this isn't just for MedCom's use, you’ll gain access to use the same scheduling software in your Office.
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Ever wish you could listen to a call for clarification or to gather further details on your own? We are pleased to offer instant access to call recordings for up to 6 months of calls for your account! We'll provide you with a secure connection to listen to all recorded calls in the comfort of your own office.
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MedCom handles thousands of calls each day, many of which come from your customers. Managing their information can be vital to your organization. Luckily for you, MedCom can record specific information about each of your customers when they call. Have you ever wished you knew which customers called the past week, month, or year? Have you ever wished you had a customer database of addresses, phone numbers, contract information, products ordered, date of birth, or anything you want? Our system will store this information into a private database for your office.
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 Have you ever needed additional conference calling capacity for office meetings, training sessions, or even meetings with customers? MedCom can provide you with an unlimited amount of conference calls with up to 200 callers. You control the conference call. Let us know the date and time of the call and any specific requests you have. It’s as simple as that.
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How would your Office survive if there was a flood, fire, or major network compromise? What if you couldn’t get to your Office. Every Office needs a Disaster Recovery Plan. (75% of businesses do not recover after 1 week of downtime). Taking the time to plan and prepare now, can pay great dividends when the disaster strikes. MedCom can provide you with seats to answer your own business lines, access your databases, and run your internal programs. Disasters strike when you least expect them. MedCom can help you through the process of recovering your operations, get back on your feet, and most importantly all while you are continually working.
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:
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Mobile Call Center Office Suite: An entire mobile office facility.
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Satellite Voice & Internet. Access to complete telephone and Internet functions via satellite.
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Electrical Power Generation. Emergency power generators are available, as needed.
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Computer Systems & Workstations. The latest hardware and software are ready for quick ship.
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Emergency Help Desk. One call gets it done.
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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.
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Do you receive automated email alerts, online form submissions, or product orders by the web or email? Our system and agents can handle the automated responses, a personalized follow up reply, or redirect the email to the appropriate on call personnel. Let us help improve your customer relations and your web based response time. Don’t wait until the morning to handle these alerts and requests.
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 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 customer service. When important calls come in, we have customized procedures to contact on-call people so that each call may be responded to right away. When we receive emergency calls or calls that require specialized technical assistance, we will escalate the call and transfer it to your inside line or 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.
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Interested in what MedCom has to offer? Join us for our free webinars every other Thursday for an in depth review on a different product or service. MedCom also hosts webinars on customer service, telecommunication products & services, staff training tips, and much more. Please sign up for our newsletter here.
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In conjunction with our Disaster Recovery Plans, MedCom can provide your company with a hosting solution for your own software and applications. Never let an unforeseen disaster shutdown your operations. When using MedCom’s application hosting, you will be able to access your vital programs and information from any location. Be prepared!
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Need to communicate quickly with employees from within or outside the office? MedCom will host a private, secure, ad free instant messaging program for your office personnel. This instant messaging chat program lets you stay in touch with employees on the go, down the hall, or even if you just need to send them a quick message. In addition to your computer, the instant messenger is compatible with iPhone, Android, Blackberry, and Windows smart phones as well! Send broadcast messages to all employees with a click of a button. Transfer files from one employee to the next, even if they are on their phone.
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MedCom’s agents will provide your employees, customers, and vendors with Level I Tech Support requests. We will work with your office to determine the most common problems faced. Then, we determine the quickest and most efficient way to resolve these issues. With our custom designed Tech Support troubleshooting procedures, our agents can quickly identify and solve the issue at hand. If the issues needs to be escalated, we can directly connect the caller with one of your on call personnel.
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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. 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 come to 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.
 SMS (2 way text-messaging): Our agents can dispatch text messages direct to your cell phone, pager, PDA or other web-enabled device. Some networks may even let you reply back to us to confirm that you received the message. This means you won't have to stop what you're doing to call the answering service. You can respond to your caller right away or later at your convenience.
Email (2 way PDA or desktop communication): Our agents can send you an email copy of your message immediately as calls come in and/or as a cumulative report in the morning for you to review. Additionally, most smartphones and PDA's are capable of receiving emails on the mobile device. This option will allow you to stay in constant contact with your customers (if you feel the need). You even have the ability to reply via email to these messages to confirm you received them or to follow up for more information.
Online Message Retrieval: MedCom offers Internet-based message retrieval services where clients can view, print and deliver their messages online. With this service, your messages are available in real time and they can be accessed for up to 30 days. On-line messaging also includes your message documentation so you'll always know when each call was received and how it was handled.
Phone Call: The most original and tradition method of relaying message is the phone call. If and when our agents need to get a hold of you, we can use our CMC system to locate all of your contact numbers and attempt to reach you using a standard phone call. If you require, our agents can patch the caller directly through to you. for emergency calls, time is of the essence. In these type of situations, MedCom agents can directly connect you to your caller without the relaying phone numbers back and forth.
Alpha Page: A paging protocol that will allow the transmission of alpha numeric characters. This option will provide you with a brief text description of who is calling, their phone number, and the reason. Some types of alpha pagers are equipped to work as a two-way communication device, while some are only a one way inbound receiver. Be sure to check with your provider.
Digital Page: The simplest paging protocol will send you a numeric call back number. This call back number can either be the number to the answering or to the caller that is leaving you a message. This preference is left up to you to decide. The option allows you to call the service first to find out who called and the reason or to call the caller back directly for a faster response.
Voicemail: If you prefer, we can direct your routine callers into a voicemail queue for you to follow up with at a later time. Also, having a voicemail copy of a message provides an accessible point to relisten to a message over again if need be.
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My MedCom is an exciting new web portal that allows you to check messages, update personnel contact information, change or pre-load your On Call schedules, access our records of your customers' data and much more. The best part is that you can access all of this information from any computer, smartphone or wireless device even while on the go!
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Are you considering upgrading your office phone system? Looking into VoIP solutions? Schedule a consultation with MedCom. MedCom has been an industry leader in telecommunications for 25 years. We have experience with a wide variety of systems, services, and products. MedCom will provide you with an overview of today’s available systems, the pros and cons, and provide best practice suggestions that will best suit your office needs. Spend the time to plan and prepare up front before investing in new technology solutions.
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Do your website visitors have an easy way to contact a live person? Is your office number clearly viewable? MedCom can provide you with a website Call Me button to allow your website visitors a quick and easy way reach your office or a live agent at the answering service. Don’t lose out on potential business! The Call Me button provides a simple solution to connect you and your clients.
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We all rarely take the time to think about those what-if disaster situations. What if your computer system crashes and all your time-sensitive data was lost? Whether it’s a broken water pipe, a building fire or hurricane, rest assured that we can help rescue your business. In addition to answering your phones, now you can use MedCom to host your Secured Off-Site Data Backups.
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The My MedCom web portal gives you real time access your messages from any Internet connection or smart phone. The portal provides you with a full record of you messages for nearly two months. You can manage your messages like your email inbox. The portal lets you select customized date ranges and search content while viewing multiple messages at once including the activity trace! You can print any message or even email it to anyone.
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Manage on call schedules in real time with no need to call, fax or email schedules to our agents. Make unlimited changes at your discretion. Single click with drag and drop functionality built into the calendar view. Assign custom or predefined time frame on call shifts. Make simple “On the Fly” changes for your last minute on the go needs. Copy shift assignments from previous shifts. Customizable calendar views by day, week, month, on call person or coverage category.
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At MedCom, we are known to handle your inbound calls. Did you know that our agents can conduct outbound phone calls on your behalf? MedCom’s agents can make personalized phone calls to your customers, employees, and vendors. Whether you are looking to start a customer survey, make follow-up phone calls, or even schedule a personal phone call reminder, we can do that too!
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MedCom’s FaxWatcher software can help you create a paperless faxing environment in your office. The FaxWatcher converts all incoming faxes into a PDF and stores them in a private website with a filter for each customer and client. Each fax can also be emailed to you as well. This will allow you to reduce the cost of paper, fax toner, and maintenance supplies. Not only will FaxWatcher reduce costs, but it will provide an ongoing log of all your incoming faxes allowing you to easily search for missing faxes.
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 If most of your time is spent away from the office doing field service work or locked in your office meeting with clients, our Remote Receptionist Services may be for you. MedCom's Remote Receptionist Service will act as a direct extension of your business, connecting your callers to you regardless of your location. Let us answer your line 24/7 - we can triage your calls, schedule appointments or even act as your switchboard directing calls! Remote Receptionist Service can maintain the continuity of your dynamic schedule and provide you with peace of mind in knowing that all of your calls will be handled professionally and promptly by our staff, the virtual assistant for your office.
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Need help making reservations for clients? Registering seats for classes? Organizing group outings? With MedCom’s new web scheduling program, we can book your reservations online instantly. You and the client will receive email confirmation and email reminders. The web scheduling program gives you full access to all reservations in real-time, while keeping all information centralized.
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MedCom can answer you lines 24 hours a day 7 days a week. Have you ever been on the phone or in the middle of another task and not able to grab the ringing phone? Don’t miss another call! Enable automatic call forwarding if you line is busy, if there is no answer, or if you are overwhelmed with calls. MedCom agents can handle the overflow. We will take the message and get you the information as soon as possible
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Would you prefer to receive your messages via SMS text messaging instead of a phone call? SMS is amazingly quick, efficient, and reliable! In the next issue we'll discuss how this convenient message transport is received in a fraction of a second and offers a convenient way to receive messages!
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An 800 number (toll-free) is a special telephone number where the calling party is not charged for the long distance call by the telephone operator. Instead the called party pays all of the charges for the call to the telephone operator, usually based on factors such as the amount of usage the number experiences, the cost of the trunk lines to the facility, and possibly a monthly flat rate service charge. Toll-free numbers are numbers that begin with one of the following three-digit codes: 800, 888, 877, or 866.  The primary method used to avoid the costs of hiring receptionists is use of 800 number answering services. At MedCom, we answer your business phone line with your business name. This gives your callers the impression that they are actually talking to someone who works within your company. We provide your customers with a professional and welcoming operator to help when you can't answer calls yourself. Running a business can be very demanding, and there are always going to be times that you are not available for your customers when they need you. The cost of hiring and maintaining your own staff to answer your phones is immensely greater than the cost of hiring an award winning 800 number answering service that will be available 24/7. Every small business owner knows that missing a call could mean losing business, so having an agent available to answer your phones is vital. Toll-free numbers are very common and have proven successful for businesses, particularly in the areas of customer service and telemarketing. Toll-free service provides potential customers and others with a “free” and convenient way to contact your business.
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 Combining efficiency with functionality, our Voice Processor offers you a full repertoire of time-saving features, including conference bridging, operator-less paging, and enhanced voice mail services. You have the ability to record multiple voice mail messages, offer time-activated greetings, receive faxes, access your account(s) remotely, receive automated wake-up calls, deliver voice messages via e-mail, and much more. Our Voice Processor makes setup fast and easy, and your staff can check messages without agent intervention. In short, the Voice Processor is a model of flexible voice messaging, and a truly exceptional value!
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Located just minutes from the I-95 and Route 1 highways, MedCom can provide you with access to a private video conferencing room with latest video conferencing equipment and seating available for up to 15 people. Please read below about the advantages of using MedCom video conferencing services.  Video conferencing is a real time and interactive means for companies and individuals to simultaneously communicate via audio, video and computer technology. Essentially, video conferencing is a live connection between people from separate locations utilizing full-motion video images and high-quality audio. The ability to be in several places at once without leaving your office is the next corporate frontier. Meeting participants see and hear each other during the conference and can concentrate on the images and interaction among the participants. Video conference meetings are most successful when the participants have met before and when they meet on a regular basis. Participants push to reach decisions that may not come as easily in a face-to-face meeting. Video conferencing allows participants the chance to see others' body language and facial expressions, which are important factors for sales, training, or other company meetings. Video conferencing technology typically includes access to a network (ISDN and IP are the most common), using conferencing equipment: monitors, cameras, microphones, speakers, and computers. Increase ProductivityVideo conferencing has a remarkable effect on the way participants do business and the efficiency and productivity they gain. The ease of sharing any type of information has added another dynamic to video communications, possibly not even available in a local meeting. A live video call is much more effective than a phone call in many situations. Interactive live video helps participants make decisions faster, accelerate training programs, and enable you to stay ahead of competitors. Additional increases in productivity are the reduction of "downtime," increased "quality of life" for traveling personnel, and shortening hiring cycles for key employees. Save Time and MoneyAlthough productivity increases are the most valuable, an additional tangible effect of using video is that you start saving substantial money due to reduced travel. In today's environment, where many employees are concerned with the safety and time-related issues with traveling, video conferencing will benefit your company in ways you would never have imagined. There are numerous situations where you can save a lot of money on airfare and hotel costs, not to mention the time spent traveling and out of the office. Improves Communication & Reinforce RelationshipsVideo conferencing allows the opportunity for more of your staff to have contact with your customers or additional offices. From your customer’s perspective, the only person ever seen is the salesperson from your company. Wouldn’t it improve your business relationship with your best customers if they got to meet more of your internal employees? Allows Multi-point Meetings Across Time Zones & International BoundariesVideoconferencing lets you put together a meeting of various people, from different locations, for a common discussion. Participants can be across the country or on the other side of the globe. For example, you can have sites in London, New York and Tokyo, all with multiple personnel, participate in the same videoconference.
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Let MedCom expand your business’s store front. Being 24/7, MedCom’s virtual doors never close. Our agents can take new orders by phone or email, field questions and concerns about products, clarify shipping needs and status, and much more. Our agents provide high quality service to your customers, while growing your business even when you are not at the office.
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Tired of listening to voicemails? Let MedCom translate voicemail messages to text and send them via Email or SMS text message directly to your phone.
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Need a backup alarm clock? Setup your wake up calls with MedCom. Our agents can call your phone at predefined times for a friendly wake up call.
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In addition to providing phone communication for your office, MedCom agents can respond to your website visitors through your web chat program. Web chat support is a fast growing resource for companies of all sizes. MedCom’s web chat response keeps your web site visitors on your site longer and help them find the information they need.
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MedCom has the capability to answer your calls while simultaneously accessing external computer database systems in real time via the Internet. Intake forms, trouble tickets, questionnaires, surveys, and other web-based applications, including customer databases, can be accessed and/or updated without delay. Some additional internet based features we offer to you are:
Internet Directory — Lets you remotely access and manage directory information via the Internet. All changes are available instantaneously to everyone, our agents and your staff. Users get directory access without the need of contacting an agent for information or updates. Additionally, all client changes are reflected in activity logs to streamline tracking.
Internet OnCall Scheduling — Allows you the remote management of OnCall Schedules anytime, anywhere, via standard Internet browser. With no special software to load, you can access OnCall schedules as often as necessary—to review scheduling, or make necessary scheduling changes (if Access Rights allow).
 Internet Form Retrieval — Gives you convenient Internet access to your Messages and IntelliForms—both new and filed. A real time saver!
Internet Time Activated Alerts (TAA) — A Time Activated Alert is a client-specific message or reminder that appears to agents at a scheduled time. Internet TAA provides you with the means of managing your own Time Activated Alerts using any Internet browser.
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Do you have products for sale on your company website? Your visitors might have questions about a product before ordering. Let MedCom answer the call. Provide us with a description of the products and let us handle the rest.
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Company Overview 
