January 2022
Friends,

Happy New Year! We know 2021 presented us with unique challenges and opportunities, and we'd like to take the opportunity to thank our customers for your continued support and trust this past year. We are so excited to continue helping our clients with strategizing the perfect communication plan.

In this month's newsletter, we'll share with you tips for maximizing your customer communications in 2022. We need your help! Please answer our 1-Question survey on which business software you currently use, and read some industry articles to keep you up-to-date.

ASuperior Contact Center is here to support you and your team. If you have any questions about services we offer, we'd love to connect! Email or call us at 1.800.344.6470.

Best Wishes,
The ASuperior Team
We're always exploring options to better our services for our clients here at ASuperior Contact Center. Please take this quick one-question survey on which business software your company is using, so we can be more knowledgable about the different platforms out there!
At the beginning of the new year, we wanted to take this time to thank you for continuing to entrust ASuperior and allowing us to be a partner for your business needs. We want to communicate our recognition of the ongoing challenges and impacts COVID has dealt us and let you know how we are working to solve those challenges in the new year. We also want to take this time to assure you we have and will continue to be here for you.
 
Increased service times and shortages in staff are something we have all encountered both personally and professionally. It is something we all share no matter what part of the country you are in. For us, we have seen a higher demand for our services from our current clients. This increase in demand has caused an increase in our overall call volume. This paired with hiring challenges has at times resulted in longer hold times. We want to take this time to assure you we have staff and are constantly recruiting, hiring, and training additional team members. However, it is important to understand the overall increase in call volume at times can exceed our team member's capacity on duty. We thank you for your continued patience as we, like many businesses across the country in all industries, continue to be challenged with hiring adequate staffing levels.

Here is how we are working to improve our services. 

  • As mentioned above, we are actively hiring and training new staff.
  • We are not accepting any new, high-volume customers.
  • Many of our current agents are working overtime each and every week to make sure your calls are answered in as timely a manner as possible.

Here’s how you can help!

  1. Improve our relay times 
  • Add “ASuperior” in your cell phone contacts so you know it’s us calling! Click here to learn more.
  • Add automation (text or email) to your call relay instructions - email us to review your account.
  • If you have automation and we are awaiting a reply confirmation, replying in a timely manner clears the message and keeps our agents from spending time on the phone trying to find you. This allows us to focus on answering inbound calls from your clients.

2. Email all requests to our Supervisor on duty (dispatch@ascc365.com)
  • We love to talk on the phone, but our primary focus is answering your client's call.
  • By receiving all of your updates, requests, and concerns via email, our agents can spend time answering inbound calls from your clients. Plus, all of your requests are documented and allow us to get them to the appropriate staff member for the quickest response.

3. Calling us directly to check our response time can have a negative impact on
service levels.
  • Keeping our call queue clear for your client's inbound calls is most important.
  • We understand your concern but calling to test the lines only creates more calls in the queue and increases wait times for your clients.
  • Please email us if you are interested in having a better understanding of your specific service levels such as hold times. Our administrative team will be able to provide you with a detailed report regarding your service levels, including hold times. Please know that our agents on duty do not have access to these reports.

We sincerely thank you for your patience and for allowing us to play a key role in the overall success of your business. ASuperior Contact Center has and continues to be here for you.

Thank you,

ASuperior Contact Center Team
Does your office have any upcoming office closures? Let the ASuperior Contact Center team know in advance!

You can fill out our new Closure Request form here to let our team know of any upcoming office closures!

We are always here to support you when the unexpected happens, but please let us know of any changes in your schedule in advance when you can. Our goal is to inform and serve you and your clients effectively and efficiently.
Industry News

The pandemic fundamentally transformed the way we do business. Organizations were forced to figure out how to provide quality service to their customers in new ways. Many companies shifted their entire operation online.As a result, the Internet became the most important tool for connecting with customers. In 2021, organizations relied on the Internet to connect with customers, increase revenue, and troubleshoot problems. We can expect more of the same for the upcoming year.

We all know that in the past two years, the only constant for small business owners has been change. Thousands of businesses changed their business model at the onset of the pandemic, introducing new products or services and embracing new channels to reach their customers. Thousands more launched new businesses altogether, spotting untapped opportunities in our collective “new normal.” 
Now, as we head into 2022, we see the impacts of the past two years crystallizing and new trends emerging, like the beginnings of the metaverse to changing how we define small businesses and how small businesses operate — online, offline and in-between.