Like so many businesses around the world, The Daniels Group has changed. Prior to the Pandemic, we were humming along with double-digit growth and feeling the wind at our backs. Then, literally overnight, we found ourselves in a new economy.
The Daniels Group has two main divisions; commercial printing and a 24/7 call center. Soon after the lock down was issued by Governor Cooper, both of our divisions were classified as “essential businesses” by The State of North Carolina. In a matter of hours, we had all of our call center operators setup remotely. Our call volumes went through the roof as our customers closed their offices and sent all of their phone calls to us. We became the trusted voice for medical offices, home health organizations, non-profits, and hundreds of other businesses.
Meanwhile, our print production area was put on a daily disinfecting schedule and we setup safe-distancing protocols for our workers. Little did we know things were about to change.
A Call Center customer of ours referred a nearby textile manufacturer to us. They were re-tooling to make reusable, medical grade masks. Could we answer their phone inquiries once they launched their product? “Sure!” we said.
Soon after launch, the CEO of their company was interviewed on a morning cable news program. If we told you how many masks they sold that day, you wouldn’t believe us. Needless to say, we ramped up quickly. We hired several more customer service agents and away we went!
Our Client Care Team cleared a backlog of thousands of customer emails and, after a few short weeks of handling all of their customer service needs (phone and email), we were asked to bid on handling their warehousing and order fulfillment.
Last week we sent our truck to the manufacturing plant to pick up our first round of masks. We are going again this week for another load. Our warehouse is humming with activity. Our fulfillment staff has expanded and we once again feel the wind at our back.
We feel that one of our greatest strengths is our ability to adapt to market needs. If your business has also changed, maybe we can help you too.
For over 70 years, you have relied on us for live operator answer and alarm monitoring services. The absolute safety and security for our partners, employees, and community have always been at the very top of our priority list. We are taking every precaution to protect our clients and employees.
Recent technology enhancements allow us to provide work-from-home options for all of our staff members, who adhere to rigid guidelines that protect sensitive information and expand our capacity. In addition, we are carefully monitoring call volume and traffic patterns to ensure that we can respond to your callers quickly, even as these needs change by the minute. Finally, we are expanding already routine tests to our critical infrastructure (power, phone and internet connections) so that we never lose our connection to you.
We want to be a resource and backup to our customers and the larger community and we are looking for ways to offer that assistance.
We remain ready and willing to support any of your business needs, and we understand that those needs are constantly changing. Please contact us if you have any questions or concerns about how we can work together to navigate this crisis.
Ernest Daniels came to Asheville, NC to die of tuberculosis. As Jim Daniels used to tell it, ‘he didn’t die, so he had to do something, so he started a business’. Ernest made a deal with a law firm downtown that in exchange for the use their typewriter and desk in the evenings to type papers for businesses around Pritchard Park, he would type their papers in the daytime. Eventually he parlayed this into the money to buy his own typewriter and he set up shop on a bench. Ultimately this became a secretarial service.
In those days, Ma Bell did most of the answering service in town. In 1955 they approached Ernest and asked if he would take it off their hands, and being a consummate entrepreneur, he agreed. They set him up with all of the equipment, which at the time was the old cord boards (Think One Ringy Dingy!)
The only other service in town was run by a bedridden blind woman. She laid in bed with 9 phones and determined which was ringing by the vibration. He approached her and bought her business. So, briefly, in 1955 we were the only answering service game in town.
Over the years we’ve been able to apply our unique call center services to lend a full service approach to marketing support. Either by taking reservations for an event, to offer help desk for a project, to monitor response to a fundraising project, the ways print can be married to telephone response are endless. As technology widens the distance between your customers or constituents and you, a more hand’s on, personal approach is more important than ever.
Daniels Communications, Inc, a division of The Daniels Group, is a tech-enabled live contact / call center based in the United States.