Frequently Asked Questions

Customer Service:

• How do I activate or deactivate call forwarding?
  • Instructions for activating call forwarding may vary depending on your telephone company and/or phone system. However, the following is the most common method for forwarding from Verizon or other local exchange carriers (LECs):
  • Activating Call Forwarding
    • Pick up the line you want to forward.
    • Dial 72#
    • When you hear dial tone, enter the call forwarding number provided by Main Line TeleCommunications.
    • After the call has been answered, either via a front-end greeting or a telephone agent , keep the call open for at least six (6) seconds. This is a requirement of the LECs for the call forwarding software to properly activate.
  • Deactivating Call Forwarding
    • Pick up the line that has been forwarded.
    • Press 73#
    • If you check in with MLT to receive messages or request a fax, deactivate call forwarding prior to checking in. This allows new calls to go directly to the office prior to receiving messages. It prevents the possibility of a delayed message from a call coming in while you are retrieving messages.
• Troubleshooting Call Forwarding Problems
  • Problem: You try several times to forward the line but the phones are still ringing at your location.
    Solution: Sometimes the forwarding process does not complete due to issues with the phone company or an incorrect key being pressed. Pick up the telephone line and dial 73# to remove any programming on the line. Hang up and start the forwarding process again.
  • Problem: You hear a fast busy tone when you try to forward or deactivate a line.
    Solution: This tone usually indicates that the feature you are trying to use is already enabled. Hang up the phone and use the opposite command. For example, you try to forward your phones and hear a fast busy. This indicates that the line may already be forwarded. Use the 73# command to deactivate the forwarding, hang up the phone, and start the forwarding process again at the dial tone.
  • Problem: You want to verify that the forwarding is activated and ringing at the correct number.
    Solution: After forwarding your line to Main Line TeleCommunications, pick up another line and dial your business number. If the lines are correctly forwarded to Main Line TeleCommunications, your line will be answered by either a live Agent or your Front End Greeting.
• What if we forgot to forward our phone lines before we left the office?
  • There is a feature available from some phone companies called "Ultra Call Forward," which lets you dial a toll free number and walk through a series of prompts to forward your number. This service can be used from anywhere, and you do not need to be calling from the number you want to forward to our telephone answering service, so it is a very convenient option.
• Can Main Line TeleCommunications forward our phone lines for us?
  • Call forwarding is a feature provided by the phone company you use. Only authorized users with your account on with the phone company are allowed to forward phones on your behalf. Therefore, Main Line TeleCommunications is not authorized to forward your lines.
• What is my account number?
  • Your account number is the number we use to identify all interactions between your company and Main Line TeleCommunications. It will be provided to you in your welcome packet. It can also be found on the upper right portion of your monthly invoice.
• How quickly can I start receiving your call center and answering services?
  • It is very important that our client account setups are thoroughly reviewed and accurate, so we always make sure that we take the necessary time we need to get your answering service or call center account set up properly. Depending on the complexity of your account setup, we can normally have you up and running in a few days.
• What kind of quality can I expect from the Agents answering my calls?
  • One thing we are certain of is that you cannot teach a good attitude or willingness to help. Because that cannot be taught, we take measures during the hiring process to ensure that we are selecting the right Agents. We use a multi-step hiring process that includes an operator skills test and a Q & A session that delves not only into the applicant's skill set and work history, but also into things such as their life goals, what is important to them, and how they handle difficult situations. Because potential Agents are representing our Clients and MLT, it is important that with each applicant we look at their personality as much as their skill set.
  • Once hired, Agents go through an extensive one-on-one training program. Beginning with call handling skills and basic system functions, the goal is to create an Agent who is not only capable of processing a call, but also has the skills to leave the caller feeling understood and confident that their call will be properly handled.
  • To ensure that all Agents continue providing quality service, continual training is provided and calls are monitored on a weekly basis.
• How do you guarantee that the privacy of my and my clients' information is protected?
  • Each account - including messages, forwarding phone numbers, and specific account information - is unique and separate from all others. When a call comes in on your account, the Agent is only referencing your account.
  • Each employee signs a confidentiality agreement when he or she is hired and at each annual review. Confidentiality is something that we at Main Line TeleCommunications take seriously. Our Agents understand that discussing account information with anyone other than an account holder is terms for dismissal.
• How quickly do you answer my calls?
  • We measure our call handling times every 30 minutes of every day. Our average call is answered in less than 18 seconds, and 80% of all calls are answered within 3 rings.
  • Service level stats are checked daily tracking time to answer in 5 minute increments to ensure that we are reaching our goal, and if not, staffing adjustments are made.
• How do call center agents know what questions I need asked of the caller and what information I require?
  • Each account is designed to meet the individual needs of that client. Before we begin a successful partnership with a client, we get to know you. Main Line TeleCommunications' The Main 20™ Consultative Approach enables us to find out your distinctive business needs. A specialized account is programmed from the information provided by you. This brief, fact finding exploratory approach is the cornerstone of our business partnership and is what allows us to build your unique account and provide your callers with a remarkable experience.
  • If during our partnership you need to make changes to your account, a Client Service Representative is available to work with you on those changes. We view ourselves as an extension of your business and so we strive to handle calls as well as or better than our customers handle them in-house.
• Should I let you know if I forward my phone for some reason during business hours?
  • As a rule of thumb, the more detail we have to handle your account the better. There is no specific requirement that you let us know you will be closed, but the more we know, the more informed we sound to your callers. Knowing in advance also helps us prepare by increasing staffing for that time so we are able to manage the increased call volume.

Sales:

• How does Main Line TeleCommunications charge for its service?
  • Main Line TeleCommunications has an array of plans that are based on your individual usage and scope of work that we provide for you. We custom-tailor rate plans for each customer based on their specific needs, features and whether you need traditional answering services or a custom call center solution.
  • Plans are typically designed with an allowance for a fixed number of agent work time minutes included in the base rate with an overage rate should the allowance be exceeded. Our billing cycle is on a 28 day basis providing a flexible solution to varying call volume. Contact us to learn more about the plan that is best for you.
• What are your rates?
  • Rates vary by the type of services that are selected and used, the desired number of included minutes, and several other variables.
  • Main Line TeleCommunications has a flexible array of plans that are based on your individual usage and the scope of work that you plan for us to provide. Contact us to learn more about the plan that is best for you.
• How much do your services cost for a small to medium-sized business?
  • It depends on how much call volume your business generates. Our service charges are mostly usage-based, so the more calls we receive, the greater the cost.
• How can I change my service plan?
  • Our Client Service team is available to assist with plan changes any time. Simply call us and we can review your usage history and make recommendations for the upcoming month.
• What am I billed for?
  • Nobody likes surprises on their invoice. Therefore, you will not find any hidden line items on your invoice. Our billing structure is simple and straightforward.
  • Your main item is Agent work time. Agent work time is calculated as all time spent working on the account. This includes all talk time and wrap up time (occurs when we are finalizing a message once the call is disconnected) and dispatch time when our Agents are dispatching your calls. Dispatch time does not include durations between calls, such as if we wait 10 minutes in between steps.
  • All Agent work time is billed in per second increments.
  • Main Line TeleCommunications also offers additional optional features such as call patching, voice mail, web-enabled appointment calendar, and fax to email services.
  • There will also be a one-time programming and training fee assigned per account. It can vary based on the scope of the work. A quote will be provided once we have reviewed your instructions with you.
• Am I billed per message?
  • Our rate structure is based on Agent work time. Therefore, if a call only lasts 6 seconds, it is billed at 6 seconds. There is no base charge per call.
• What's the usage charge and what is included in that charge?
  • Each billing plan includes a base allowance of Agent work time minutes and then overage usage if the allowance is exceeded.
  • Your main item is Agent work time. Agent work time is calculated as all time spent working on the account. This includes all agent talk time and wrap up time (occurs when we are finalizing a message once the call is disconnected) and dispatch time when our Agents are dispatching your calls. Dispatch time does not include durations between calls, such as if we wait 5 minutes in between steps.
• Do I have to sign a contract for your telephone answering services?
  • Yes. A good business practice in most commercial relationships is to have a written agreement documenting the relationship. Main Line TeleCommunications has a contract modeled after our national trade association (ATSI) suggested form.

Technical:

• Do you have back-up measures in place in case of a hardware or software failure?
  • Main Line TeleCommunications maintains a business continuity plan which includes appropriate on site emergency power generation, back up servers and related spare parts plus back up copies of all software and databases.
• How do you handle my callers if I have locations in several states?
  • Whether you have one location or fifty, Main Line TeleCommunications will specify and deliver the required service for each location. It is totally up to you how you want your calls handled. There is complete flexibility in your account setup. You can forward all locations to one account, or each location can be assigned a specific call forwarding phone number and have its own unique account.
• Can I record my own greeting for customers to hear when they call?
  • You absolutely can record your own greeting for your account. You also have the ability to work with your Client Service Representative to dial in and update your greeting when needed.
• Is there a limit to how many people can receive messages?
  • There is no limit. Your account has flexibility in how it is programmed and set up.
• Can pages be sent to more than one device for the same person?
  • Absolutely. We often dispatch messages to multiple devices for individuals, including cell phones and pagers. Our goal is to be flexible in accommodating your preferences and how your account is set up.
• How will calls for my business reach the call center?
  • You will have a unique telephone number that is set up exclusively for your particular account. This is what allows us to answer with your company name and follow your unique instructions. You forward your calls to that telephone number. When that number rings at Main Line TeleCommunications, our system reads it and your call with account information is assigned to an Agent.
• How will I get my messages?
  • To best suit your needs 24/7, Main Line TeleCommunications offers flexible options in message delivery. Messages can be delivered via fax, email, text (SMS) messaging, alpha pager, digital pager or verbally over the phone. You can select any of these options in any combination. For instance, we can send an SMS text message to your cell phone, and then you can later receive a faxed or emailed copy of the previous day's messages. Additionally, based on your account setup, you can direct certain messages to be dispatched certain ways. Maybe you want emergencies sent via text message but all routine calls held for the next morning. A summary fax or email or both would recap the previous day's messages.