Contact Center Services

Since 1955 our contact center services have provided solutions for overflow, after hours, emergencies, and more.

The Key to Success

Daniels Communications, Inc. has been a contact center service provider since 1955 – and since that time, the world of business communications has changed dramatically. There are new ways to connect with your customer, greater expectations on speedy responses, and access to more information than ever before.

However, one thing hasn’t changed since the day we began: customer acquisition and retention is the key to success.

At DCI, we offer our contact center as a service to you. Our team of patient, experienced, and excellent operators can fulfill your business’s communication needs!

What We Do

DCI offers contact center services for a variety of industries, from home maintenance to medical facilities and everything in between. Our team can help you improve your customer experience through our contact center professional services. With us on your side, your customers will receive friendly, knowledgeable, and professional communication every time they talk with your business.

The communications experts at DCI can help bring your company’s communications to the next level. Whether you’re looking for online eCommerce support, scheduling for your medical clinic, or some additional help during peak contact hours, we’ll provide the help you need to keep your customers happy.

Save Valuable Time

We all know that time is money – and when you’re running a business, time is something you simply can’t afford to waste. Our services can help you save precious time and improve the customer experience all at once.

DCI’s contact center outsourcing services will help you reduce wait times on your customer service hotlines. Our appointment scheduling services take work off your employees’ plates, giving them time to focus on other tasks. Additional support from DCI can be a game-changer for your business.

One-Stop-Shop for All Communication Services

We know the value of customer acquisition and retention. Every client deserves personalized, efficient service; your calls will be answered by a friendly, patient, and professional voice no matter when the phone rings. DCI offers a variety of communication services for our clients. In fact, we have services that can benefits businesses across every industry! Some of our most common services include:

Call Center Services

Outsource your calls to us entirely, or during peak hours to reduce wait time, dropped calls and increase conversion. Our workforce management tools and software provide the data you need to feel comfortable handing over your campaigns. Grow your business through customer loyalty and retention.

Live Chat & Text

Customer service isn’t just about the phone anymore; these days, you need to be able to reach your customer in any medium they prefer. DCI’s customer service professionals can help you manage your email, SMS, and live chat communications, ensuring that every customer gets the same excellent service – no matter how they get in touch.

Inbound & Outbound

Outbound calls can be an important part of customer acquisition, but they tend to be a massive time commitment. If you want to spend your time as wisely as possible (remember, time is money), simply hand your client list and marketing script over to DCI. We’ll take care of the campaign for you, so you can get back to the most important parts of your work.

Answering Service

Do you want to be available to your customers any time of day (or night)? We can make it happen with 24/7 answering services. Our trained customer service professionals can connect with your customers in a timely manner and with a friendly, professional affect. We’re even HIPPA-compliant, so you can use our services for any medical facility.

E-commerce Support

Our trained personnel are skilled in all areas of the e-Commerce Customer Service Cycle.  Depending on your particular needs, you can select shared agents, who conduct multiple campaigns, or dedicated agents, who focus solely on your business. Our services can be customized to fit your business needs.

Monitoring

DCI has a full-service, UL-listed alarm central station. This allows us to monitor your business for security or fire issues, as well as refrigeration, humidity, or other environmental controls. Our staff is fully licensed and registered by the State of North Carolina Alarm Systems Licensing Board, so you can be certain that we will offer your business the greatest protection possible.

Hear From Our Customers

Daniels Communications is trusted by businesses in a variety of industries and sizes. Hear what our customers have to say:

The Daniels Group offers white glove service like no other company I’ve ever worked with before! We hired them the day before we went on national news to handle our customer service and without them, we would have never gotten our business off the ground. Paul Hedgecock and his team set up an external 800 number for us and helped us handle probably 50K calls, emails and social media request that poured in that weekend and next week alone. It was insane. And they handled it like pros. Then they helped us set up a full service customer service arm and we have used them now for 6 months. Professional to the core. Truly white glove service like none other!

Melody DavisMarketing Director

Everything is going well with the (HIPAA-compliant messaging) app and the physicians are very happy. Here’s what we are particularly pleased with:
– Offers different ringtones and volumes on the app so physicians can better distinguish messages as urgent
– Has reminder settings that allow them to put a message on hold for just a minute or two if they are busy with something else
– Has the ability to override personal “do not disturb” settings so messages are not missed

Tom and I are very pleased with the decrease in the monthly bill too!

Becky L.Clinical/Human Resources Director

Our travel company has worked with the Daniels Group since last November. We have been very pleased. Many of the agents have really taken to our customer service concept and have demonstrated excellent communication skills both with incoming and outgoing calls. Other agents have only taken a limited number of calls but have clearly demonstrated the ability to excel should their call volume increase.

Perhaps the most surprising thing to us, is that since we started working with the Daniels Group, is that we have not even had to consider asking for any agent to be removed from the team. This may sound a little funny, but in all of our past experiences there has always been a couple of agents that although they may do well with other accounts and industries, they struggle with our high end clients and have to be taken off of our account. Since the Daniels Group has been working with us, we have never had to even consider taking this action with any agent.

Barry LolichtBusiness Owner

This team goes above and beyond to help. It’s more than just customer service—they truly make it their work/mission to help me get things done and move our business forward. Couldn’t recommend them more!

Allison Walls

Get In Touch

Let’s discuss your business needs and how Daniels Communications can help.

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Answering The Call

50+ years of experienced service

  • TRAINED STAFF – Since 1955 our agents have provided exceptional service for overflow, after-hours, emergencies and more. We know the value of customer acquisition and retention. Every client deserves personalized, efficient service; your calls will be answered by a friendly, patient and professional voice no matter when the phone rings.
  • FULL SERVICE – From help desk to order taking,  our virtual receptionists act as your front office. We can schedule your appointments,  dispatch techs, keep a calendar, and make warm reminder calls.  We make you look good,  and keep your customers happy.
  • 24/7 – Our professional customer service agents can help you and your customers connect. Our fully-trained and courteous operators are there to take your customer calls anytime – day or night.
  • COMPLIANT – We provide HIPAA-compliant call center services for professionals – from doctors and health care organizations to plumbing, HVAC, electrical and restoration services who need to connect to their customers quickly and efficiently.