• CMS provides award winning answering and call center services to the utility industry. Custom solutions include emergency answering, virtual receptionist, customer service, appointment scheduling, employee call off lines and more.
  • CMS provides award winning answering and call center services to the utility industry. Custom solutions include emergency answering, virtual receptionist, customer service, appointment scheduling, employee call off lines and more.
  • CMS provides award winning answering and call center services to the utility industry. Custom solutions include emergency answering, virtual receptionist, customer service, appointment scheduling, employee call off lines and more.

The CMS Difference

Worldwide Service Available
Call Center Available 24/7/365
Highly Trained Domestic Agents
HIPAA Compliant
Secure Midwest Location
Failsafe Back Up Systems
100% Customizable
Every Call is Recorded
Emailing / Text Messaging / Paging
Website & Work Ticket Integration
CRM Integration
Voicemail Integration

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  • Small Business Answering Service

    Our small business answering service is the perfect solution for small businesses looking to keep costs low without losing touch with their customers.

     

Award Winning Service

Continental Message Solution - Award Winning Domestic Call Center and Live Answering provider

Utilities Call Center, Utilities Customer Service Outsourcing

Reduce outage time and protect your customers

Utility failure or service outage can result in thousands of homes and businesses being without crucial services (water, electricity, etc.) and cause the public to face hazardous conditions.  When this happens your customers need a reliable way to reach your technicians immediately to report a problem.

CMS provides call center staff 24/7/365 for these situations.  Our highly trained agents are ready to respond so each urgent issue is handled in the shortest time frame possible.  Customized scripting will assure that every emergency and priority call needing attention is addressed quickly.  An after-hours escalation process will be developed to make certain the resolution of issues is not delayed.  Non-emergency calls can hold for the next business day if you choose.

In addition, when your customers call, CMS can notify them of a time they can expect services to resume, via a recorded message or live telephone agent.

Accept payments 24/7

A payment hotline allows CMS to process payments anytime through a web portal or e-commerce site, and is especially helpful near the end of a billing cycle or payday. Specific scripting can be implemented in order to handle shut off and past due customers.

Other customized services include (click to expand):

Emergency Service
Even though your office is closed, your customers or potential customers may still encounter an urgent issue that needs your immediate attention.   Over 60% of after-hours calls generate significant revenue for various types of businesses and often require immediate attention.  Meet your customer's needs by providing after-hours emergency support through CMS.   Urgent messages can be immediately text messaged, paged, emailed or directly called to your on call so your customer's needs are handled in the shortest possible time frame.

Virtual Receptionist

Is a machine answering your calls? In this highly competitive marketplace, it's vital that your callers reach a live person quickly. CMS virtual receptionist provides you with multiple operators to help all of your business's callers at the same time. Agents answer incoming calls as if they were sitting in your lobby and are only paid while working directly for you.

Customer Service
In this highly competitive economy, customer retention is vital to your company's longevity.  It is much more cost effective to retain current customers than to acquire new ones. You can increase customer satisfaction by providing your customers with 24/7 live support without drastically increasing your payroll and operational costs. 

Appointment Scheduling
Give your customers the ability to conveniently schedule 24/7.  Your customers have busy lives as do you. Give them great customer service by allowing them to schedule anytime they want and not interrupt your busy work day.  CMS can integrate with your calendar schedule system or completely customize our interactive online scheduling system.

Call-Off Line
The CMS Call-Off Line allows your organization to track and record each employee call off through one central location.  CMS can instantly inform any and all critical personnel for each call-off including supervisors, managers, payroll, and HR.  Instant notification keeps everyone up-to-date on who should be at work and helps prevent downtime or work stoppage by giving management enough time to rearrange staff or bring in a replacement.

 

Available when you need us most

Weather emergencies and disasters that cause an interruption in communication with customers or onsite staff can be extremely costly.  If you lose your power or telephone system, have a sick employee, are short office staff, or experience a weather emergency or natural disaster, we will be available.  CMS's secure Midwest location has back-up power and telephony.

For more information and a no obligation quote, contact CMS anytime online or call 800.369.8908

To view the variety of communication solutions and outsourced call center services that CMS provides, please visit our homepage.