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FAQWe collected the most frequently asked questions below, enjoy!!

  • Can you dispatch text messages to a cell phone?

    Yes, we can dispatch your messages to your cell phone if it is equipped to receive text messages.

  • Can I use my digital/numeric pager with Text Message Dispatch service?

    No. This service requires either an alpha pager or a device equipped to receive a Text (Alpha) message.

  • Can you obtain additional information other than the customer’s name, telephone number and message?

    Yes. We offer a number of products designed to obtain or provide your caller with additional information. These services are rated differently than our Text Messaging service.

  • How quickly can you set up my service?

    All we need to start your service is a completed, signed agreement along with a set-up fee and the first month’s service charge. Upon receipt of this information, we can establish your account within 24 hours.

  • How does the Text Message Delivery service work if I am away, on vacation, or not able to receive messages the way I normally do?

    There are several options available if you need to change your normal message delivery routine. You can:

    • Take your cell phone with you and have us send you text messages;

    • Transfer your pager to a co-worker and have them respond to your messages in your absence; or,

    • Temporarily have us send all of your calls to voice-mail. You would then be able to call in and check messages.
  • Can I call in for my messages?

    No. This service does not offer you the option of calling in for messages. This option is available with other live operator service products through Sound Telecom.

  • Can you fax or e-mail my messages?

    Yes. We offer either option as a back-up service with our Text Message Dispatch Service

  • Can I receive my messages on my pager or cell phone when I travel out of the area?

    That depends on the range of your pager or cell phone. Please check with your pager or cell phone provider.

  • What types of businesses normally use Text Message Dispatch service?

    Just about any business or individual can use this service. Here are a few examples of the types of people using our Text Message Dispatch service:

    • Plumbers

    • Landscapers

    • Real Estate Agents

    • Electricians

    • Many More
  • Can you provide support for Web-based organizations?

    Yes, we are a web-enabled call center and can interface directly with you and your customer using the Internet.

  • How many of catalog items can you include in your system?

    There is no limit to our system’s capacity. Each client has a specific file that is programmed to meet your individual needs.

  • How quickly can you set up my service?

    It generally takes approximately two (2) weeks to get your inbound call center services established. This provides adequate time to train our representatives, program your account, implement your call scripting and affect the data transfer mechanism.

  • How do you deliver my information?

    We can deliver your information via e-mail, fax, FTP, online through our Web Portal and by other Custom Message Delivery options.

  • Is a toll-free number included in the service?

    No, but we can assist you in securing one.

  • Can you provide my customers with a description of my product or service?

    Yes. If you provide us with a script, we can effectively communicate with your callers about your product or services. We also can interact with any data available through your e-commerce site.

  • Can you take reservations for seminars or other events?

    Yes, we have reservation software and can take reservations for your event.

  • Can we use your Merchant Account?

    No. We require each vendor to provide their own Merchant Account. We can process charges to your Merchant Account. If you are currently able to process orders online, we can link to that section of your website and process orders through your existing portal or shopping cart.

  • Can you recommend a vendor for Merchant Account services?

    Yes. Our clients typically use their existing bank or a broker for these services, or we can recommend several excellent service providers.

  • Do you provide fulfillment services?

    No, but we have several excellent fulfillment vendors we can recommend if desired.

  • What types of Inbound Call Center services do you provide?

    We provide a variety of Inbound Call Center Services and Internet Call Center Services including:

    • Instant e-mail management: Automatic acknowledgment and skill-based routing of incoming e-mail. Appropriate and timely response to customer e-mail inquiries is facilitated by a platform using natural-language analysis and sales-based e-mail management technology to analyze incoming e-mail inquiries and compare personalized answers that are either automatically dispatched or queued and routed for agent consideration.

    • Interactive Live Web Chat: Interactive Web Chat is an effective alternative to a phone call. Using this service, an online customer can conduct a text dialogue with a service representative and receive "real-time" answers to questions through an Internet browser. This feature is enabled by the online customer clicking an icon that connects the customer and the service representative, giving them the ability to chat interactively while online by typing back and forth.

    • Web-agent call back service: Your online customer can log onto a website, enter a phone number and request a call back from a service representative for help, assistance or support.

    • Web page push: Your online customer and service representative link electronically on the Internet and the service representative pushes a web page to the online customer during a web chat. This allows the online customer to ask questions that the service representative can answer by pushing information to the person. Our agents can select from a pre-determined reply library of web pages, text and other web content.

    • E-commerce transaction processing: Our agents are able to immediately access your transaction-processing portal/shopping cart. Your customer’s incoming calls trigger a “URL-Pop” that places the correct web page directly in front of our agents. We can then process your orders online in real-time.

    • Assisted web-site browsing (real-time web interaction): We can build organized text and help screens that guide the conversation our agent has with your customer. URL-Pops are strategically embedded in the call script, popping appropriate front and back-end web locations so that our agents can effectively assist your customers as they browse your site.

    • Web-site front and back-end customer support: Sound Telecom can provide you with a complete and customized support solution from the moment your important calls arrive at our call center until they are completely and effectively processed to your exact specifications.
  • Do you have Quality Assurance program?

    Yes. We constantly train our agents to meet the highest levels of quality and performance. Additionally, we record our calls and review these regularly with our agents. We also can build QA ‘forms’ around your particular project so that our agents know exactly what you expect and we can ensure that we meet that expectation on every call.

  • Why should I outsource my Inbound and/or Internet Call Center Services?

    There are many distinct advantages to outsourcing. Outsourcing your call center services to Sound Telecom:

    • Allows you to sharpen your focus on core business processes by eliminating hard-to-manage functions

    • Provides immediate access to mission-critical functions and capabilities fulfilling your “need for speed”

    • Frees up capital funds for other purposes

    • Shortens the curve to excellence by leveraging our experience and expertise

    • Reduces operating costs by utilizing resources not available internally (it's difficult to find, train and retain experienced personnel)
  • Do you provide backup for my calls if the Internet is down?

    Yes, we can provide backup in the event of Internet downtime. It requires additional planning and assessment to implement this safeguard.

  • How are calls routed to your agents?

    With Advanced Call Routing, callers are directed to the agent with the most appropriate skill set. Skills-based routing and designated-agent routing properly match the type of transaction (inbound call transaction, e-mail inquiry, web-chat, web call back, URL Pop, web-assisted browsing) to an agent with the appropriate skill set to handle it.

  • What is URL-Pop?

    URL-Pop is when an incoming call is received by the call center and a specified section of the website is automatically displayed on the service representative's screen. Using that information, the service representative can answer the caller's questions, complete a transaction or gather and distribute other information in a more effective and timely manner.

  • Do you perform Inbound Call Center services all day?

    Yes, our call center operates 24 x 7, every day of the year.

  • Is Sound Telecom large enough to handle our call volume?

    In addition to Sound Telecom’s in-house agents, we have access to a large pool of affiliated agents across the United States in various time zones, who conduct customer chat sessions. We work for companies of all sizes, from sole proprietors to Fortune 100 companies.

  • Do you do Business-to-Business (B2B) or Business-to-Consumer (B2C) telemarketing?

    We can provide effective telemarketing solutions for both B2B and B2C clients. We can also work in conjunction with your other marketing efforts such as direct mail or print advertising.

     

  • Do you conduct Surveys?

    Yes.

  • Will you take on a small project?

    Our telemarketing services are based on agent time and we can work with projects that require as little as 200 agent hours.

  • Do you provide call lists?

    No, we do not provide call lists. However, we can assist you in locating a list vendor or converting your database into a call list.

  • How do you bill for your telemarketing services?

    No, we bill according to the number of hours worked on a particular project.

  • Can you access my database and automatically update it?

    Yes, if your database is made available through your web site. Our call centers are completely web-enabled providing the capability to access and update data, forms and other web content.

  • Is your Telemarketing Center web-enabled?

    Yes.

  • Do you write scripts?

    We prefer for our customers to provide the script. We can offer suggestions and assist in script revision or refer you to professional script writers.

  • How quickly can you begin our telemarketing campaign?

    We prefer to have at least ten (10) business days to properly develop, script, program, train staff and activate your account.

  • How much time will my project take?

    This depends upon several factors such as the average duration of the calls, instructions for busy signals and voice-recording, the number of passes through the database, and the quality of the database. Call us today and speak with one of our marketing professionals. We are happy to discuss your particular needs with you and efficiently assess your project scope, size and direction with no obligation.

     

  • Why should I outsource my outbound project?

    There are many distinct advantages to outsourcing your telemarketing project. Outsourcing your telemarketing to Sound Telecom:

    • Allows you to sharpen your focus on core business processes by eliminating hard-to-manage functions

    • Provides immediate access to mission-critical functions and capabilities fulfilling your “need for speed”

    • Frees up capital funds for other purposes

    • Shortens the curve to excellence by leveraging our experience and expertise

    • Reduces operating costs by utilizing resources not available internally (it's difficult to find, train and retain experienced personnel)
  • Can you provide detailed reporting on my telemarketing campaign?

    Yes. We will provide either the raw data collected by our agents or we can process that data into a custom report that meets your specifications. We will deliver your reports to you on a schedule you desire.

  • How frequently can I get my call data?

    You can receive your call data as frequently as you want. We will collect data in real-time and deliver that to you via fax, e-mail, FTP or however you prefer.

  • Can you generate sales leads?

    Yes. One of our specialties is generating sales leads for our clients.

  • Can you set appointments?

    Yes. We can set appointments for you and log them using our web-enabled scheduling platform. You’ll receive an update immediately every time we schedule an appointment for you. You can also access your password-protected web calendar online and view your appointments there.

  • Do you offer direct mail services?

    No, we do not offer direct mail services but can refer you to several qualified vendors.

  • When will you make my telemarketing calls?

    Our call centers are open 24x7x365 so we can make your telemarketing calls at any time of the day, 7 days a week, in any time zone.

  • What are the pitfalls to telemarketing?

    There are several downsides to telemarketing. We can help you navigate the waters. Please take a moment to review our white paper on the subject.

  • Are you successful at telemarketing?

    Yes. We have many references from satisfied customers that we are happy to share with you.

  • Are you HIPAA compliant?

    Yes

  • Do you provide after-hours coverage only or are you available for daytime backup coverage?

    Sound Telecom can provide after hours coverage, 24/7/365 coverage and everything in between.

  • Are you dependable?

    Yes, we have fully redundant call centers each backed with its own external power supply. Even if a local grid goes down, we stay up and running.

  • How quickly can my messages be delivered?

    You can receive your messages in real-time.

  • Can I receive a backup copy of all my messages?

    Yes. We’ll fax, e-mail or mail your messages to you daily.

  • What types of medical accounts can you handle?

    Since 1986, we’ve provided medical answering services to a wide variety of members in the healthcare industry. The following is a sample of the healthcare professionals we serve every day:

    • Hospitals

    • Clinics

    • Doctors and Physicians

    • Nurses and Nurse Practitioners

    • Dentists

    • Hospice and Health Care Workers

    • Many More

  • How do I make changes to my ‘on-call’ schedule?

    You can send your changes by e-mail, fax or phone. For customers using Web Portal, simply log into your account and make changes to your on-call schedule in real-time.

  • What is Interactive Web Chat and how does it work?

    Interactive Web Chat is an effective alternative to a phone call for online customers. Using an Internet browser, online consumers can conduct a text dialogue with a service or technical support representative and obtain real-time answers. To request a Web Chat session, online users simply click an icon that connects him/her to a service representative, providing the ability to chat interactively.

  • What type of information can your agents "push" to customers?

    Virtually any information that can be viewed on a screen - forms, price lists, photos, articles, product reviews, and spec sheets - can be “pushed” to a customer. In addition, we can make entire web pages with focused information from your website or any other relevant website appear on your customer's screen. Your customers get the immediate answers and information they need.

  • What types of files can you send via Web Chat?

    We have the technology to send text files in any of the popular word processing programs (such as Microsoft Word and WordPerfect). We can send Excel and PowerPoint files as well; basically, any file can be sent. However, in order to view the file we send, the recipient must have the necessary software program installed on his/her computer.

  • Is there a file you can send that a recipient can view even if he/she doesn’t have the software program that created it?

    Yes. We can send an Adobe Portable Document File (PDF) that will open immediately after we send it, as long as the recipient has Acrobat Reader (a free software program available online at a number of locations such as: Adobe Acrobat Reader) PDF documents look exactly the same as when they are created including any applicable text, photos and artwork. PDFs cannot be modified or edited. If you don't have Acrobat Reader on your computer, you might want to download it as it has become an industry standard for electronic document transmission.

     

  • How does “pushing” Web pages to customers work?

    Our agents can instantly send your customers a web page packed with great information. The page simply pops up on the customer’s screen allowing them to take as much time as necessary to read it. The page can also be saved for future use or forwarded via e-mail.

  • How do customers and visitors benefit from “pushed” web pages?

    The web page that is pushed will contain specific information that the customer is requesting. With thousands of web pages available at their fingertips, our agents can “click and push” the most appropriate pages to customers in mere seconds, saving the customer valuable time.

  • How do agents quickly access answers?

    The agents use a "Response Library" that contains a well-organized group of pre-defined text answers to customers' most frequently asked questions.

  • Who creates the Response Libraries?

    Our clients generally know what questions their customers are most likely to ask so they help us build the Response Library. We assist as needed or requested and help update the FAQs with new questions our agents receive on a regular basis, allowing us to continually expand our knowledgebase of information. We can build, customize and rapidly deploy pre-defined text responses, URLs and Web-based files using color-coded, tree-folder Response Libraries with user-friendly icons that streamline customer support and sales efforts online.

  • How many people can an agent chat with simultaneously?

    One of our trained professional agents can usually chat with 3-4 people simultaneously, depending upon how fast the customers who are chatting can type and how complex the issues are that are being discussed.

     

  • Is it less expensive for companies to use live agents to conduct Web Chat sessions than to have agents answering phone calls?

    Yes. Studies have shown that a typical toll-free customer service call lasts longer, costs more and provides less information than an agent/customer online chat session. For a cost comparison chart, please download a copy of our whitepaper on Web Chat.

  • Can the customer receive a transcript of the chat session?

    Yes. This is a wonderful way to save time and is offered even before your customer begins the chat session. We explain that they don't need to take notes because we can provide a transcript of the entire chat session via e-mail. The transcript contains all session details including URLs of any web pages that were pushed to the customer so they can revisit a page if/when they want. Customers simply enter their e-mail address and the transcript is on its way moments after the session ends.

  • How many agents do you have?

    We have in-house agents as well as a large pool of affiliated agents across the United States in various time zones who conduct customer chat sessions. We work for companies of all sizes, from sole proprietors to Fortune 100 companies.

  • How can I learn more about how to use Web Chat?

    You can call Sound Telecom at 800-557-1550 and ask to speak to one of our Web Chat consultants.

  • How much does it Web Chat support cost?

    Chat is very economical and effective. The best way to learn more about Chat and what it would cost based on your particular needs is to speak to one of our Web Chat consultants at 800-557-1550.

  • Can your company respond to e-mails and conduct chat sessions?

    Yes. Through our Instant E-mail Response service, agents manage e-mails in the order in which they are received and immediately respond with informative and precise answers. This value-added service increases customer loyalty and satisfaction, helping you to retain your valuable customers and increase your sales revenue potential.

  • Are your agents available to chat and handle e-mail 24-hours a day, 7-days a week?

    Yes; however, we can customize the hours to suit your needs if you don't require round-the-clock coverage.

  • What is Collaborative Browsing?

    Collaborative browsing allows the agent and your online customer to link browsers and work together to surf your site, complete forms, or highlight specific online information. Essentially, our agent has access to the same page on your website that your customer is viewing. For example, if your customer is in the middle of completing a form or shopping cart order and is unsure about what to do next, one of our trained agents can circle specific areas on the form or shopping cart page directly on the customer’s screen, providing real-time assistance and reducing the likelihood of an abandoned cart or terminated session.

  • Can the agent access my company's database when chatting with a customer in order to view a history of this person's purchases and customer service inquiries?

    Yes.

  • If a customer returns to chat, can an agent access a history of previous chat sessions so the agent is familiar with what has taken place in the past?

    Yes.

  • Do you offer Multi-lingual chat services?

    Yes, our Multi-lingual Auto Translation service provides international, real-time, "on-the-fly" language translation in the following languages: French, German, Italian, Japanese, Portuguese, Spanish, Russian, Chinese and English.

  • Can the first page of the Chat Box be customized?

    Yes. The chat interface can be customized to display corporate logos, images and company colors.

  • Can you provide a customer exit survey at the end of a chat session?

    Yes. You can customize a customer exit survey to meet your needs and produce summary reports as desired.

  • What does an agent do if they can't answer the customer's question?

    All agents have the ability to quickly transfer a chat session to another agent who is more knowledgeable. The agent also has the option to ask another agent a question and then respond directly to the customer.

  • Why should I outsource my Internet Call Center Services?

    There are many distinct advantages to outsourcing, including:

    • Allows you to sharpen your focus on core business processes by eliminating hard-to-manage functions

    • Provides immediate access to mission-critical functions and capabilities fulfilling your “need for speed”

    • Frees up capital funds for other purposes

    • Shortens the curve to excellence by leveraging our experience and expertise in partnering turnkey solutions

    • Reduces operating costs by utilizing resources not available internally (it's difficult to find, train and retain experienced personnel)
  • What are the benefits of Web Chat for the customer?

    The benefits of Web Chat for your online customers include:

    • Fast and accurate personalized information

    • Immediate connection to an agent

    • Extended customer service hours – your company is now accessible 24x7x365

    • Immediate access to price quotes, product photos, product reviews, instructions, case studies, forms and updated information of all types in the form of files, web pages and text paragraphs

    • Excellent way to comparison shop, leveraging relevant and timely product information available from web-help agents

    • Real-time customer service online via a live agent while surfing (no phone required)

    • Complete chat transcripts can be instantly e-mailed to the customer upon conclusion of the chat session, alleviating the need to take notes.

    • Immediate response to e-mail questions - in minutes not days or hours

    • Provides a more enjoyable, personal and user-friendly online shopping/browsing experience

  • What are the benefits of Web Chat for my company?

    The benefits of Web Chat for your company include:

    • Reduces terminated sessions by providing access to a live customer service agent when it matters most - while your customer is still online

    • Enhances customer satisfaction and loyalty to your company by providing a superior online customer experience

    • Reduces sales cycle and increases likelihood of a purchase by “pushing” the information customers for immediate comparison shopping

    • Provides the ability to assist customers one-on-one as they make large ticket purchases

    • Increases online revenue opportunity by reducing the number of "abandoned" shopping carts and helping you close more sales

    • Creates opportunities for our agents to cross-sell and up-sell your products

    • Reduces the number of product returns as customers make more informed buying decisions

    • Differentiates your company from the competition by providing a higher level of customer service

    • Provides peace of mind knowing that information pulled from your well-crafted Response Library is being delivered accurately and consistently to customers and website visitors

    • Speeds e-mail response time as the same Web Chat agents who regularly access your Response Library when involved in a chat session manage your customer e-mails

    • Reduces operational costs by eliminating most of your toll-free phone charges for incoming customer service calls

    • Provides easy customer access to updated software and equipment manuals, procedures and directories

    • Creates a true worldwide presence with unlimited international sales opportunities through multi-lingual chat

    • Enables you to obtain valuable customer feedback in real-time through Company Surveys delivered at the end of the session

    • Enables your employees to access critical product, service and company policy information quickly and easily
  • Does Sound Telecom have a Toll-Free Number?

    Yes. You can call 800-557-1550 between 8 AM and 5 PM Pacific Standard Time to speak with one of our Sales or Web-Chat consultants.

  • What is 'Instant E-mail Response?'

    Instant E-mail Response is a professionally managed, customized e-mail response service that allows call center agents to respond to your critical e-mail, 24x7.

  • How do your agents know how to respond to an e-mail?

    We use a customized “Response Library” that allows our agents to immediately select from a wide range of pre-determined and pre-formatted responses.

  • How quickly do you respond?

    We respond in less than 2 minutes.

  • How frequently can I change or update my Response Library?

    You can update your response library as often as you like. We can implement changes in a matter of hours.

  • How quickly can I get started with Instant E-mail Response?

    It takes about two (2) weeks to get started. We can implement your solution more quickly if your project must begin within six (6) to nine (9) days but this will require an additional charge.

  • What are the advantages to using Instant E-mail Response?

    There are many advantages to Instant E-Mail Response, including:

    • Significantly reduces e-mail response turnaround time to your valued customers and online shoppers

    • 24x7 response to e-mail inquiries any time of the day

    • Helps close more sales as your customers and prospects get the information they need precisely at the moment when they are considering making a purchase

    • Deliver information (forms, manuals, photos, etc.) to your customers when they need it, not hours or days later

    • Reduces returns as customers can make more informed purchase decisions

    • Differentiates your company as one that exhibits a true customer service orientation

    • Helps build stronger, longer lasting customer relationships by showing you go the extra mile to help them with their information needs
  • Is Sound Telecom a 24-Hour service?

    Yes, our call center operates 24-hours a day, 7-days a week.

  • Can you screen calls and only notify us of emergencies?

    Yes, when answering your calls, we will follow the exact guidelines you provide to meet your specific requirements.

  • How can I have my messages delivered?

    We offer a variety of Custom Message Delivery options including Fax, E-mail, Web Portal (online retrieval), Text-to-Cell or other wireless devices, Pager, FTP, Bulletin Board System, standard mail and more. Or you can call us to retrieve your messages. We use UltraComm, a software-based message management delivery system that enables our agents to effectively monitor your message delivery status to ensure that every message is delivered in a timely manner. If our system determines there is a problem on the receiving end, we can make adjustments rapidly and implement back-up message delivery systems.

  • Can you answer my 800-number?

    Yes. You can call forward the local number your 800 number is currently placed on to the phone number we provide, or you can have your 800 vendor place the 800 number directly on the local number we provide for your account.

  • How quickly can I begin service?

    Your service can generally begin within 24 hours.

  • How do I get my calls to your call center?

    You can direct your callers to us by using the 10-digit phone number provided for your account. Or, you can call forward your own phone lines to the phone number we will provide. Call forwarding services are provided through the phone company or your phone system. To download a copy of our white paper entitled “How to forward your phone,” click here.

  • How long have you been in business?

    We have been providing telephone answering services to individuals and companies in a variety of industries since 1986.

  • Do you answer calls with an auto attendant or live voice?

    We answer your calls the way you want. We do not require your callers to reach an automated voice prior to a live operator.

     

  • Can you record calls?

    Yes. We have a web-enhanced Voice Logger that will allow us to record all (or a select percentage) of your calls. These recordings are excellent for quality assurance or training measures. This powerful feature also quickly eliminates any potential misunderstandings or call disputes. With Voice Logger, you can be confident that you know exactly what happened on a call.

  • How do I listen to recorded calls?

    Simply use our Web Portal interface and go online to log into your account. Listen to recorded calls right over the Web and run real-time call activity detail reports.

  • Can I access my Telephone Answering Service online?

    Yes. Using our powerful Web Portal you will increase your productivity with access to your text messages, call statistics, detailed reports and billing history; save management time with fast and easy access to call tracking information to resolve customer service issues; and retain archives and provide access to comply with HIPAA regulations.

     

  • How do I know you are answering my calls properly?

    We continuously train our agents to meet the highest levels of quality and performance. Additionally, we offer you the convenience of recording your calls using our Voice Logger technology. We also provide the ability for you to listen to your calls live with our C.L.E.A.R. (Client Listen with External Audit and Review) feature. C.L.E.A.R. enables you to dial in from any telephone connection and monitor your calls in real-time, without our agents being aware that you are there. This is a great way for you to get a true understanding of how your service is helping you every day.

  • Can you send messages to more than one place?

    Yes. We have the ability to send your messages to you through multiple fax or e-mail channels simultaneously.

  • How do I make changes to my ‘on-call’ schedule?

    You can send your changes by e-mail, fax or phone. For customers using Web Portal, simply log into your account and make changes to your on-call schedule in real-time.

  • Can I receive call activity reports?

    Yes. We can deliver call activity reports to you on a regular basis via e-mail, fax or mail. You can also access reports online using our Web Portal interface.

  • Does your Telephone Answering Service work with Caller ID?

    Yes. Our trunk network works with Caller ID (also known as ‘ANI’) and we track all incoming calls into our center. This means we can generate a wide variety of unique reports for you based on a customer’s calling area code and prefix. You can begin to create a customer database or expand the list you already have.

  • Can you transfer incoming calls directly to me?

    Yes, we have the ability to transfer your incoming calls to you. This is also known as ‘call patching’ or ‘call screening.’ Should you choose not to accept the call, we will take a detailed message and immediately deliver it to you.

  • How can I make changes to my account?

    Have your account number ready from your invoice and call us at 800.822.4456. You can e-mail us at support@sound-tele.com. You can also ask about our Web Portal services, which enable you to access your account online and make changes in real-time. You can also contact us by clicking here Contact Us.

  • What is Web Call Back?

    Web Call Back is a professionally-managed, customized Web response service that allows call center agents to respond to customer requests for a direct telephone call 24x7.

  • How do your agents know who to call?

    Customers browsing your website click a link that will populate a mini "Web Call Back Form." This form will ask for the customer’s name and telephone number. Once the customer clicks the submit button, our agents call them back immediately.

  • How quickly do you respond?

    We respond in less than 2 minutes.

  • What are the advantages to using Web Call Back?

    There are many advantages to Instant E-Mail Response, including:

    • Significantly reduces poor e-mail response rates, low on-line conversion rates, and abandoned shopping cart incidents

    • “Humanizes” the online experience for customers – they’ll know you are only one quick phone call away

    • Increases customer satisfaction and loyalty

    • Enhances customer service

    • Improves response time; customers receive a call back within minutes of their request, 24x7
  • What special features are included with your Voicemail service?

    Sound Telecom’s Voicemail services are provided by Solaxis, a division of Sound Telecom. These services represent the finest accumulation of Unified Communications services for the business owner and individual user. With our Voicemail Services you can:

    • Listen to Voicemail messages on the web

    • Allow your customers to call and leave you a message anytime via a local or 800 number

    • Retrieve messages via a Personal Identification Number (PIN) using a touch-tone phone or via the web, 24/7/365

    • Click to listen to your most important message first, not necessarily in the order in which they were received

    • Save Voicemail messages permanently to your computer or store them on the system for up to 2 months

    • E-mail messages as an attachment to others

    • Receive automatic message notification to your cell phone, pager or e-mail address

    • Record an outbound greeting up to 3 minutes in length

    • Leverage a 90-minute total message storage capacity

    • Benefit from free, personalized customer service for life

  • What special features are included with your Voicemail service?

    Sound Telecom’s Voicemail services are provided by Solaxis, a division of Sound Telecom. These services represent the finest accumulation of Unified Communications services for the business owner and individual user. With our Voicemail Services you can:

    • Listen to Voicemail messages on the web

    • Allow your customers to call and leave you a message anytime via a local or 800 number

    • Retrieve messages via a Personal Identification Number (PIN) using a touch-tone phone or via the web, 24/7/365

    • Click to listen to your most important message first, not necessarily in the order in which they were received

    • Save Voicemail messages permanently to your computer or store them on the system for up to 2 months

    • E-mail messages as an attachment to others

    • Receive automatic message notification to your cell phone, pager or e-mail address

    • Record an outbound greeting up to 3 minutes in length

    • Leverage a 90-minute total message storage capacity

    • Benefit from free, personalized customer service for life

  • How do I access my messages?

    You can retrieve messages via your Personal Identification Number (PIN) using any phone or the Web. This service is available 24 hours a day, 365 days a year.

  • Do you offer a Voicemail service that can receive faxes?

    Yes, our SmartMessage offering allows you to efficiently consolidate all of your message services into a one-number solution that handles your complete voicemail, fax, and conference calling needs. SmartMessage is the only number callers need to know to leave employees messages or send faxes. In addition, you can save costs by eliminating fax machines and fax lines. You can also take advantage of great conference calling rates.

  • What special features are included with Solaxis SmartMessage?

    With Solaxis SmartMessage, your company can:

    • Access messages by phone or via the Web

    • Save messages permanently to a personal computer or store them on the system

    • Store up to 90-minutes of message on our system for up to 2 months

    • Record a customized, outbound greeting up to 3 minutes in length

    • Provide callers with a recording capacity of up to 5 minutes per inbound message

    • Receive automatic notification of voicemail/fax to a wireless device or e-mail

    • Leverage group delivery capability to broadcast a voicemail message to everyone in your company

    • Quickly callback people who leave you a voicemail by touching just two keys (9*)

    • Add conference calling or calling card services if needed

    • Benefit from free, personalized customer service for life
  • Do you sell, lease and service pagers?

    Yes.

  • Are you the same pager company you were 5 years ago?

    Yes. We’ve been in business since 1986.

  • What kind of pagers do you have?

    We have the most modern pagers available anywhere and we offer numeric, alphanumeric and 2-way pagers. We offer a complete line of pagers and a wide variety of accessories.

  • Can you provide local and national service?

    Yes. We offer local, regional and nationwide pager plans.

  • Do you offer corporate billing plans?

    Yes, we can create a corporate billing plan to fit your needs. Call us today.

  • Do you offer multi-unit service and maintenance plans?

    Yes. We are a one-stop shop. We provide pagers, pager service and maintenance (call us directly and we’ll fix or replace your pager(s) if necessary).

  • Do your pagers have voicemail?

    Yes. Our pagers can be ordered with voicemail, custom greetings, and other value-added services.

  • Do you deliver?

    Yes. Free delivery is available.

  • Do you have local and Toll-Free Pagers?

    Yes. We offer both local and Toll-Free pagers.

  • Why should I choose Sound Telecom?

    Choosing Sound Telecom as your pager provider makes sense for the following reasons:

    • Buy or Lease programs with a speedy replacement provision

    • Free delivery and easy activation

    • Excellent customer service

    • Complete line of numeric and alpha-numeric pagers -- IN STOCK

    • Numerous frequencies and coverage options

    • Assortment of pager accessories

    • Voicemail and other value-added services

    • Local, regional, and nationwide coverage