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Call Experts

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An Interview with: Kip Deaton

Director of Business Development

What does Call Experts do?

Call Experts specializes in inbound call center, contact center and answering services. Founded in 1982, we are a family-owned and operated contact center with offices in Charleston, SC, New Jersey and Charlotte, NC.

What areas do you serve?

We serve customers all over the U.S. and Canada and have partners in the U.K. We can work with any business ranging from Fortune 500 to independently owned and operated local businesses. Whether your business is a chain with hundreds of locations or one location, we have experience with virtually all answering service and contact center applications.

“Our dedication to your business is a reflection of our culture, our values and our commitment to happy customers everywhere. ”

Kip Deaton, Director of Business Development

What is your mission statement?

Our corporate culture focuses on 5 tenets that value kindness, professionalism and fun:

  1. Bring Your Best
  2. Walk the Walk
  3. Encourage an Enterprising Spirit
  4. Embrace a Sense of Community
  5. Have Fun

What sets Call Experts apart from competitors?

Call Experts offers more personalized services. We’re nimble and customize all our solutions based on the customer’s needs. We provide boutique call center services with scalable solutions to fit businesses of any size. Our specialized services can handle the one-man business up to large scale state contracts that take hundreds of thousands of calls a month.

What truly makes us the Call Experts is our consultative approach. We take time to get to know our clients and then tailor solutions that meet each client’s unique needs. The personal care that we give to each account is unmatched in our industry. We are a U.S. based company that is ready to serve you 24 hours a day, 7 days a week, 365 days a year. No matter the situation, whether braving a hurricane or a coast-wide blackout, we are equipped to stay open and answer for your business. And because we are always live, your customers will never talk to a computer or automated line.

What can you offer potential customers?

First, we get an understanding of what a client is looking for and then offer solutions. With over 35 years of experience, we have the knowledge to share solutions that have worked in the field with other clients. Our solutions are proven, customized and always work to accomplish our clients’ needs. We make certain we are the right fit, and if we aren’t, we have the relationships necessary to recommend someone else. We offer 100% live, U.S. based operations, so your lines are always answered by a real person that is easy to understand and has been trained on your customized script. Our goal is to make sure your business is successful.

Why choose Call Experts?

Two reasons:

  1. We take our goals seriously. We have a visual dashboard that serves as an indicator of our efficiency in delivering quality service. We make needed adjustments to meet our goals and exceed expectations.
  2. We are always prepared. We have processes and systems in place to handle spikes in call volume so that quality doesn’t suffer.

What are your most popular services?

From an answering service perspective, I would say that our after-hours dispatching and virtual receptionist services top the list. From a call center perspective, order processing and customer service lead the way. And, when it comes to government services, we help with processing licenses and registrations. Basically, for anything that involves an inbound phone call, we can create an account to suit those needs.

Do you have a standard contract?

We let our customers create their own service level agreements and staff their account accordingly. However, if an SLA seems unattainable, then we take an educational approach. We want our clients to be realistic in what to expect so that their campaign is a success. We make recommendations based on what the client is looking for. That might mean a dedicated per hour rate per agent or a per minute rate. Across the industry, you will find a range of options within the permanent and dedicated agent services. We can take any option and customize it based on the client’s needs. For example, a client comes to us with a complex need with low call volume. They want a dedicated agent that is well trained, but the call volume doesn’t justify the cost of a dedicated agent. So we may suggest a fractional or diversified/shared environment. Our agents are up front about cost and we don’t try to oversell something our clients don’t need.

“We are a seamless extension of your business and brand. ”

Kip Deaton, Director of Business Development

What kind of training do your employees receive?

We invest in our people by providing ongoing training. All our employees start with a four week training course before beginning their first tier training service. Each agent receives continual training education throughout their entire tenure, including cross-training. For example, an account manager is also trained as an agent and supervisor. This gives our employees not only a broad knowledge of our business but also opportunities to move into new roles. We have different distribution levels and different groupings of agents–all specifically trained. And, to guarantee quality assurance, we have a team dedicated to grading and listening to calls. We make sure our agents are performing to our standards. They really are under the microscope when it comes to performance.

Our clients want to know that our agents are delivering on their account. So, we provide a portal for customers to listen to and rate the calls with their own quality assurance standards.

Can a client write their own script?

Absolutely. And if they need us to write the script, we can do that too. Most clients come with a framework for the script. Our account managers and implementation team then help fill in that framework. Our goal is efficiency, and we achieve that by writing a script that will save our clients time and money while maximizing profits. If we aren’t resolving calls in a timely manner, our quality of service comes into question. We have to maintain a certain level of output to create a happy customer, and a happy customer is a returning customer.

What type of results reporting do you provide?

We built a platform that can help accomplish any of our client’s needs. Especially in today’s’ marketplace, it’s more important than ever to use business analytics to track, analyze and adjust. Whether you are looking for total calls or happy customers, our user platform allows every client access to real-time stats, 24-7. We even offer surveying and customer hotline services to create a specific plan to address your needs and accomplish your goals.

Can clients listen in on calls?

Yes. All calls are recorded and all calls are the property of the client. The easiest way to listen to calls is through our portal. All recorded calls are accessed by the portal and recordings are available to listen to at your convenience. Clients also have the option to shadow live calls.

What are the benefits of a call center?

You get 24/7, 365 service at a fraction of the cost it would take to provide this service in-house. We don’t see ourselves as an expense. People are afraid they are missing calls and we can help with that. We help you answer more calls, which helps you make more money. We enhance YOUR revenue and serve YOUR customers.

What should customers look for in inbound call center services?

  • Understand the differences between companies. There are big box solutions, and then there are companies like Call Experts that are on the flexible, nimble side. We don’t peg our clients into a one-size-fits-all scenario.
  • Are they HIPAA compliant? A lot of call centers have agents that work remotely. This can pose security risks. We are a brick and mortar facility and ALL agents work in our secure facility.
  • What kind of training do their agents receive? Are there opportunities for agents to grow within the company?
  • What type of fail-measures are in place to assure 24/7 service despite any technical difficulties?

What trends do you see in your business?

Offshore call center solutions are gradually shifting back to the U.S. At the end of the day, client satisfaction is key.

More and more clients are utilizing the data we provide. They can analyze their growth and performance with our data and gain insight into accountability and profitability. Our reports are like a thermometer gauging how things are going.

“We don’t try to oversell something our clients don’t need. ”

Kip Deaton, Director of Business Development

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