Here at Towne we take the responsibilities that have been entrusted to us very seriously. Our operators have been handling emergency calls and notifications now since the mid-50’s – all the way back to the days of the cord-board operator – and appropriately engaging in dispatching emergencies or contact notifications as each individual case may require. From simple Office Dispatches to everyday messages to complex scripts, our operators handle it all. We train our operators in handling callers needs as well as following account, company and industry protocols, so rest assured that your call will be handled promptly, courteously and in an efficient manner!
We train our operators in handling callers needs as well as following account, company and industry protocols, so rest assured that your call will be handled promptly, courteously and in an efficient manner! Every single one of our operators receives extensive testing and training – some of which happens before they even begin their job. All of our employees are subject to criminal background checks, along with undergoing a character profile assessment prior to being accepted to the job. Training consists of extensive seat time with a trainer, followed only by time spent “buddying”; a term we use to describe the period of time when the operator has started to interact on their own, but yet not without immediate supervision. Even after an operator “graduates” from training, we never stop evaluating and encouraging them to handle calls professionally, cordially and efficiently.
Our facility has redundancy built into everything. Our lines are supplied by multiple phone carriers with multiple data centers and diverse routes to us over redundant connections and hardware. Our internet connections come from three suppliers with diverse entry points. Two back-up generators with diverse fuel supplies and battery back-up stand at the ready behind our electric supply. And that’s just for starters. All of our servers, telephone systems, and electronic equipment have a completely installed back-up in place as well as a “cold spare” on site. We have everything in place to be able to remain here, in place. Protected by video surveillance and digital access control, our sprinklered building and fire protected operations room remains functional even when most things around us aren’t.
Technologically able to receive almost any type of communication around, we stand ready to be able to respond to your needs. Voice call – we’ve got it covered. SMS text, email response or keyword identification, automated text reply, auto call, video trigger, – we’ve got all that covered too. Simply put, if you can send it to us, we’ll figure out a way to process it.
We pride ourselves on not forcing our customers into a one-size-fits-all approach. We are uniquely able and willing to customize our responses to fit your needs. Whether you desire a simple check-in call, or desire our operators to be available to respond to personal and/or building emergencies in your facility, we are up to the task. We look forward to working with you to exceed your expectations!