What’s Newstag:www.hastings.com,2010:/news/12010-06-09T19:31:29ZMovable Type 3.35Hastings wins 2010 Award of Excellencetag:www.hastings.com,2010:/news//1.432010-05-15T04:12:16Z2010-06-09T19:31:29ZHastings Communication Services was awarded the Diamond Award of Excellence, a national award for outstanding service, presented by the Association...
Diamond Award of Excellence, a national award for outstanding service, presented by the Association of TeleServices International, at an ATSI event in San Diego, California.
The award is the result of 6 months of testing by an independent organization. A series of test calls were placed to Hastings agents, and a panel of judges rated Hastings agent's call-handling skills, including courtesy, response time, accuracy and overall service. “The professional handling of these test calls is the best assurance Hastings is a high quality provider of telephone answering services,” said ATSI's President Larry Goldenberg upon presenting the award.
“We couldn't be happier with the outcome,” said Mark Hastings following the presentation. “The consistent quality of service offered by our Hastings Humans makes us the service businesses can truly rely upon. The award is recognition of the hard work everyone puts in to make excellence happen every day.”]]>
Live Telephone Answering Service for Healthcare Businessestag:www.hastings.com,2009:/news//1.422009-12-18T23:40:20Z2009-12-19T03:48:40ZHastings Communication Services provides Live Telephone Answering Services to Healthcare and Personal Care Businesses, connecting customers with key personnel or relaying messages via email, text message, cell phone, pager, fax or phone call from the operator. Personalized customer service from Hastings Remote Recpetionists enables clients to focus on their business and respond to messages efficiently.
Caring for Customers with Personalized Telephone Answering Services
A wide range of healthcare providers and personal care companies rely on Hastings Communication Services for the personalized customer service of a live telephone operator. The customer experience begins with the first impression made in that first phone call. Was the receptionist friendly and courteous? Were they able to address your healthcare issue efficiently and connect you to someone who could schedule an appointment?
Customers often call with a personal healthcare issue and want to be treated by caring staff members, who are able to answer routine questions and connect them to the right person. Hastings offers live telephone answering services to healthcare providers - from chiropractors and dentists to optometrists and veterinarians.
Based on your specific call processing provisions, calls are connected to the right person member of your staff or a message is relayed via email, text message, cell phone, pager, fax or phone call from the operator. Criteria for emergency healthcare issues are established so that Hastings Remote Receptionists can efficiently dispatch calls and messages with the appropriate urgency status.
For instance, a chiropractor may provide Hastings telephone operators with a script to elicit pertinent information such as symptoms, type of injury or pain level they are currently experiencing. Based on an established response system, the call is dispatched with an urgent or priority status so that scheduling personnel are alerted to find the earliest opening for that patient.
Hastings is HIPAA compliant and also offers clients you the option to place customer orders efficiently - by completing online forms or entering information into a your database, or data form. Whether callers are requesting prescription refills or calling to schedule a well visit or routine appointment, Hastings Remote Receptionists answer your phone calls with outstanding telephone etiquette and care for each potential customer as their own.
Your business benefits by lowering your overhead while offering patients and customers enhanced responsiveness through personalized telephone answering services 24/7 365 days of the year. Our service enables professionals like you to focus on your core business with fewer interruptions to your key staff. And if your staff is equipped to answer calls during business hours, you may simply reply on Hastings to handle overflow calls that may otherwise go unanswered or receive a busy signal.
Your callers will benefit from the assurance that a person is caring for their healthcare needs, responsively and courteously. They will remember the personalized service and customer care they received from the first phone call to your professional healthcare service.]]>
Smart Business Solutions that Harness Smartphone Technology tag:www.hastings.com,2009:/news//1.412009-12-10T19:09:39Z2009-12-10T19:18:10ZHastings Communication Services offers Smart Business Solutions that Harness Smartphone Technology. Hastings telephone answering technology and processes enable clients to improve customer acquisition, enhance customer support and increase customer retention.
Smartphones have become ubiquitous in the business world today. When was the last time you checked your email? Added a personalized ringtone? Been buzzed while in a meeting? Blackberries have been garnered the nickname "crackberries" for their addictiveness. And iPhone users show off their capabilities proudly touting their superiority.
Today, smartphone technology enables each of us to stay connected, checking messages and multiple email accounts instantly. Some consider this a good thing - others a distraction.
Many businesses today are harnessing smartphone technology to more efficiently process sales, respond to customers and perform routine business activities.
Hastings Communication Services empowers clients through comprehensive business solutions that help capture more clients, improve customer service and track business communications.
"Hastings helps me to more efficiently respond to client calls," says Keith Miller, President of Authorized Credit Card Systems. "I can screen calls and personally respond to new sales opportunities more quickly than listening to voicemail and placing a phone call."
Hastings offers live telephone answering services to a range of diverse businesses across the country. Technology at the heart of Hastings Communication Services synchronizes the appropriate client script with the incoming call so every representative knows how to answer and process each call.
Together, we'll establish a protocol for answering your business phone calls. Some of our clients prefer to connect callers directly to key personnel. Others prefer calls routed based on their urgency, with routine calls dispatched via text message, email, pager or fax.
According to Miller, Hastings has enabled him to grow his business through improved customer acquisition, enhanced customer support and increased customer retention. "When I see a call coming in from Hastings, I know that within a couple of minutes a text message will appear on my iPhone. I can read the text faster than listen to a voice message, then instantly call back with just one touch. Clients are often surprised to hear back from me so quickly."
Miller uses the "one touch" to capture new clients as well as respond more rapidly to existing clients who may have a quick question or be experiencing urgent technical issues. "I'm usually only 10 or 20 minutes away from a business when they call and I can often adjust my schedule to swing by and meet with them that afternoon or evening."
An added-value of using Hastings and smartphone technology is the improved communications record-keeping aspect. "I can scroll through months of text messages with contact info in my iPhone and easily follow up with prospects and existing clients," continues Miller. In addition, all phone calls and messages are recorded by Hastings for training and quality assurance.
The phone calls and messages archived by Hastings can be used by clients as an integral component of their Customer Relationship Management or CRM system.
Customers value personalized service and a rapid response. Contact Hastings for a complimentary consultation to learn more about how your business can benefit from harnessing smartphone technology.
High Call Volume? Not a Problem for Hastings Communication Services Clientstag:www.hastings.com,2009:/news//1.402009-12-08T21:33:20Z2009-12-08T22:43:05ZHastings Communication Services provides Live Telephone Answering Services to Utility Companies and Municipal Water Districts, providing vital call answering services for customers during high density call periods. Hastings offers a rapid response system to dispatch calls and messages based on an established protocol.
Partnering with Hastings Communication Services for Success
A wide range of businesses, utility companies and municipal water districts rely on Hastings Communication Services for live telephone answering services. Hastings provides a vital connection between utility companies and customers during high density call periods, such as a power outage or water main break.
Our remote receptionists answer each call courteously with a custom script that enables us to gather pertinent information and respond correctly. Together, we establish a rapid response system – the protocol for answering calls and dispatching messages. We often handle overflow calls during critical time periods or perform key tasks such as collections.
Clients also benefit from emergency power systems put in place in case of a utility power failure along with redundant data storage and backup procedures that are strictly adhered to by our IT team. All calls are recorded for quality assurance and training purposes.
Capturing new business
In addition, we partner with clients to capture new customers with professional and courteous personalized service. Our live telephone operators answer each call with a customized script and protocol for directing calls or relaying messages via email, text message, cell phone, pager, fax or phone call from the operator.
World class business practices
Our successful track record over sixty years in the telephone answering industry has enabled us to broaden our services while maintaining the highest quality product. Each member of Hastings’ team completes extensive training on the state-of-the-art technology, customized client scripts and call answering protocol. We customize our service to meet each client’s unique needs.
At Hastings, we pride ourselves on the award winning service quality and professionalism that our clients have come to expect. We are environmentally responsible and have implemented energy conservation measures and practices to help preserve our earth’s natural resources. ]]>
Being Green – Being Environmentally Responsibletag:www.hastings.com,2009:/news//1.392009-10-30T16:51:30Z2009-10-30T17:01:11ZHastings Communication Services empowers clients to reduce their carbon footprint.
Hastings Communication Services empowers clients to reduce their carbon footprint
Companies across the country are reducing their carbon footprint whether retrofitting their business with energy efficient lighting, water conserving plumbing fixtures or expanding recycling programs.
Hastings Communication Services helps clients promote environmentally responsible practices by providing essential live telephone answering services that enable businesses to reduce their overhead. In addition to reducing personnel costs, businesses improve their customer response rate and more efficiently capture new customers.
Reducing a company’s overhead reduces expenses as well as its carbon footprint.
A diverse range of businesses offer personalized customer service 24/7, yet are not incurring overhead expenses – from lights and power to security and water use - during extended hours of operation. Hastings live telephone operators answer calls for businesses 24/7, dispatching phone calls based on urgency status or relaying messages via email, text message, cell phone, pager, fax or phone call from the operator.
In addition to handling overflow calls that might otherwise go unanswered or providing improved service to potential customers calling after normal business hours, Hastings Remote Receptionists are often the first contact a client makes. Callers are treated courteously, professionally by bilingual staff, who create the right first impression in English and Spanish.
In 2007, Hastings completed an energy audit and reduced energy use significantly. Energy used for lighting was reduced in half, air conditioning usage was reduced by installing electronic thermostats, old computers were replaced with Energy Star compliant machines, and nearly every CRT monitor was replaced with more energy efficient flat-panel LED monitors. Hastings staff recycles office paper, newspaper and aluminum cans and select personnel telecommute, reducing automobile pollution and congestion.
The company introduced electronic invoicing and payment and offers a wide range of services that help clients increase environmentally responsible practices. Less people in an office result in reduced paper use, reduced water use, less garbage generated and preserve our environment by using less electricity.
Learn how your company can reduce expenses and reduce its carbon footprint by contacting Hastings Communication Services today.]]>
Hastings wins 2009 Award of Excellence tag:www.hastings.com,2009:/news//1.382009-06-23T18:00:47Z2009-06-25T20:39:18ZHastings recognized by international organization for outstanding service For the 12th consecutive year, Hastings Communication Services has been presented with...Hastings recognized by international organization for outstanding service
For the 12th consecutive year, Hastings Communication Services has been presented with the Award of Excellence by the Association of TeleServices, International.
Mark Hastings, President, accepted the award at the annual convention of ATSI held in Pittsburgh, PA on June 19, 2009.
Despite success in 11 preceding annual award presentations, Mark admitted to being a bit nervous prior to this year's announcement. "I felt very confident when the awards presentation began, but our name wasn't read until near the end; I had penty of time to sweat before our award was announced."
Congratulations to all the Hastings Humans on their acheivement, and to all our clients who deserve the very best from us!]]>
Celebrating 60 Years of Servicetag:www.hastings.com,2008:/news//1.372008-11-07T17:04:24Z2009-01-30T18:21:43ZHastings Communication Services to Celebrate 60 Years of Service Company started by Ann Hastings in Her Home...
Hastings Communication Services to Celebrate 60 Years of Service
Company started by Ann Hastings in Her Home]]>
mark@hastings.com
www.hastings.com]]>
Gearing up for Hurricane Iketag:www.hastings.com,2008:/news//1.362008-09-12T15:52:49Z2008-09-12T20:21:52ZAs I write this, Hurricane Ike is bearing down on the Texas coast, aimed directly at Houston, the state's largest...
As I write this, Hurricane Ike is bearing down on the Texas coast, aimed directly at Houston, the state's largest metropolitan area. While people are fleeing the coast ahead of Ike, and others are hunkering down for the storm, many businesses have been forced to close for the interim.
We've been contacted by many of those businesses to answer their phones until the storm passes, and normal business can resume. A service similar to ours in Houston has been forced to close its call center, and we are taking calls for 300 of its most critical clients.
We've staffed up, and have more on standby. We'll be taking and dispatching calls throughout the weekend.
We had made preparations to hunker down ourselves - checked the generator, backed up all critical systems, made sure there was food and water for the staff. But it looks like the worst of the storm will pass to the east of us.
Nevertheless, it's going to be a busy weekend!
2008 Award of Excellencetag:www.hastings.com,2008:/news//1.352008-06-21T23:19:55Z2008-06-24T19:32:20Z We won the Award of Excellence again! The award was presented this afternoon, at the end of ATSI’s conference...
We won the Award of Excellence again!
The award was presented this afternoon, at the end of ATSI’s conference and expo in St. Louis. Mark was presented the award by ATSI's president, Allan Fromm.
Congatulations to all of our Hastings Humans! All your hard work and attention to detail has paid off for the 11th year!
ATSI hasn’t posted the press release online yet, so here’s the complete text of their announcement:
Hastings Communication Services, Inc.
Wins ATSI Award of Excellence
Hastings Communication Services, Inc. of Austin, TX has been honored with the exclusive 2008 Award of Excellence for the eleventh consecutive year. The award is presented annually by the Association of TeleServices International (ATSI), the industry’s trade association for providers of telecommunications and call center services including telephone answering and message delivery. Hastings Communication Services, Inc. was presented with the award at ATSI’s 2008 Annual Convention held at the Hyatt Regency Hotel, in St. Louis, MO.
After six months of intensive testing, an independent panel of judges scored call- handling skills such as courtesy, response time, accuracy and overall service to their clients, the cornerstones of the call management industry. If a company scored 80% or better in ALL categories, they are presented with the coveted Award of Excellence.
“The Award of Excellence is a ‘mystery shopper’ program that provides independent testing for quality assurance in customer service levels.” says ATSI President Allan Fromm. “We congratulate Hastings Communication Services, Inc. for their achievements.”
Now an eleven-time winner, Hastings Communication Services, Inc. earned the Diamond Award for eleven consecutive years.
ATSI extends its congratulations to the staff of Hastings Communication Services, Inc. on their proven quality service to their customers.
About ATSI
The Association of TeleServices International was founded in 1942 as a national trade association representing live answering services. ATSI now encompasses companies across the United States offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.
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Hastings Selected as Finalist in Ethics in Business Awardstag:www.hastings.com,2008:/news//1.332008-02-27T05:55:19Z2008-03-17T18:12:10ZAUSTIN, Texas, February 26, 2008– Hastings Communication Services, Inc. is selected as a Finalist in the business category for the...AUSTIN, Texas, February 26, 2008– Hastings Communication Services, Inc. is selected as a Finalist in the business category for the Ethics in Business Awards. The Awards, a partnership this year between the Samaritan Counseling Center and the College of Business at Concordia University Texas, were launched in 2002 to recognize exemplary ethical standards and practices by businesses, nonprofit organizations and individuals in Central Texas.
“We are honored and proud to have been selected as a finalist in the prestigious Ethics in Business Award,” says Mark Hastings, president and co-owner of Hastings Communication Services. “Our company continually strives to uphold the highest standards in dealings with its staff, customers, vendors and the community.”
Kirk Watson, Texas State Senator and honorary chair of the 6th Annual Ethics in Business Awards, presented the award to TyRex Group, Ltd in the business category. Austin Habitat for Humanity received the nonprofit award and Rose Lancaster was chosen in the individual category.
Other finalists in each category are: Business: Alpha Capital Management, Boggy Creek Farm, Bridge 360, Chez Zee, Wells Fargo Bank; Non-Profit: Capital Idea, College Forward, El Buen Samaritano, St. David’s Healthcare, Scott & White Health Plan, Scott & White University Medical Campus, Sustainable Food Center, Waterloo Counseling Center; Individual: Rich Goldstein, Walter Moreau.
The candidates were researched by students from Concordia College of Business with help from students from the University of Texas McCombs School of Business. Civic, education and business leaders with expertise in ethics selected the award recipients. The Ethics in Business research process gives business students real world experience in studying ethical practices.
For more information on the Ethics in Business award program visit www.samaritan-center.org.
About Hastings Communication Services, Inc.
For almost 60 years, Hastings Communication Services has provided live telephone answering service and other communication services in the Austin area. Founded in 1948 Hastings Communication Services now employs 35 men and women.
-30-
For further information about this press release contact:
Mark Hastings,
Hastings Communication Services, Inc.
www.hastings.com
(512) 476-6358.
Heidi Gibbons
Samaritan Counseling Center
451-7337 x 117.
Download a PDF version of this release here. ]]>
Explosions? Power outages? Just another day at the office.tag:www.hastings.com,2007:/news//1.322007-08-30T19:37:25Z2007-08-31T14:28:46ZWe had just sat down for a meeting when we heard a loud crash. The lights went out. The power...
loud crash. The lights went out. The power flickered on briefly, but was followed by another bang, and we were left in the dark again.
We went outside to see what had happened. It looked like a power line was down, and a couple of transformers had exploded. After we called the fire department, I went downstairs to our operations room. I was sure our TSR's had heard those explosions, and I wanted to let them know what was going on.
I came into the operations room, and everything was as I expected. There was no panic or chaos. All our “Hastings Humans” were busy handling our clients’ calls as if nothing had happened. That's because, well, nothing did happen.
Let me explain.
Years ago, we installed a large uninterruptable power supply (UPS), anticipating an event like the one today. All our critical systems are tied into the UPS, and actually run from it 24-hours a day. The power we get from Austin Energy continually recharges the batteries. That's right, we're running on battery power all day, every day. That means when the power goes out, there's no blip, no switch to flip. We answer our clients calls as if nothing happened.
But we can run on battery power alone for only about 30 minutes. So what happens when the power stays off for longer than that (like today)?
In case of extended outages, we have a gas generator to provide additional power. Our automated systems detect a power outage instantly, and the generator kicks in on its own within seconds. The electricity from the generator power the UPS batteries, and the UPS batteries power our critical systems.
Our clients choose Hastings partly because they know us as a robust, dependable partner. We've offered our services 24-hours a day since November of 1948. That means we will do everything we can to ensure that even unexpected events - like today's - don't interrupt the service we provide to you.
The lights just came back on in my office. Back to work now, as if nothing happened.]]>
Remote Receptionisttag:www.hastings.com,2007:/news//1.312007-08-09T13:17:19Z2007-08-09T21:52:15ZRemote Receptionist is arguably the most versatile of our services. It can encompass the features of live telephone answering, order...
contact us!]]>
Your Excellent Receptionist - Out to Lunch?tag:www.hastings.com,2007:/news//1.302007-08-01T13:32:52Z2007-08-20T17:49:54ZIf your office has a receptionist, you know having an excellent receptionist is a great thing. Your receptionist’s hands fly...
Uhura opening hailing frequencies. She (or he) knows precisely what to say even to the most exasperated caller, and exactly where in the company to direct the call – and can do so in an instant, with grace and confidence.
Now, it’s lunchtime. Take a gander at who is answering the phone. Is it someone with all the qualities listed above? Is it –heaven forbid– you?
Oftentimes, the person next in line to answer the phone is someone who’s regular job is quite different. They’ve been asked to answer the phone and continue their regular duties - in which case they will likely do neither very well. Or, they’re expected to drop whatever projects they are working on and answer the phone. Now they're getting paid to do something other than what they really get paid to do.
In either case, is this the best use of your time, or your employee’s time, and your company’s money?
Hastings can fill that gap for you, providing the quality receptionist service you need and expect. We will answer the calls your receptionist can’t, and direct those calls to just the right people in your company. Lunchtime, staff meetings, after hours, you name it. All with the personal touch your callers have come to expect.
Contact us: we'll do lunch.]]>
Where's that “other” Hastings...?tag:www.hastings.com,2007:/news//1.282007-07-27T18:42:14Z2008-04-14T16:59:13ZWe get many newcomers to our site that are looking for “Hastings,” but don’t expect to find a successful communication...
www.whoishastings.com
From there, you should find links and other contact information for that other “Hastings” you desire.
But before you leave, bookmark us! You never know when you might need a top-notch call center to do your bidding.
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HIPAA Compliance: Where Hastings Can Helptag:www.hastings.com,2007:/news//1.272007-07-26T18:33:19Z2007-07-26T18:54:23ZIf you are part of the medical community, you know you must comply with the Health Insurance Portability and Accountability...
Hastings Humans) are trained and prepared to operate in a manner that meet your HIPAA requirements.
Further, if you need secure email delivery of your messages, Hastings offers TLS-based message delivery. TLS is a messaging standard that allows your messages to be delivered from Hastings servers to TLS-compliant servers (such as TLS-enhanced Microsoft Exchange servers) through a secure, encrypted channel.
To access faxes in a secure manner, Hastings offers password protected fax mail. With Hastings Fax Mail service, your faxes arrive on our server, where they stay until you are ready to retrieve them. Then you print your faxes by entering a password from your own fax machine. Or you can view and retrieve your faxes wherever you are by accessing a secure website Hastings maintains for you, or by having the fax document securely emailed to you.
To demonstrate your compliance with HIPAA, Hastings also provides a Business Associate Agreement. When completed, the agreement serves as an indication that you are working with Hastings in a manner consistent with the privacy policies required by HIPAA. If you are using Hastings, we suggest you keep a signed copy of the agreement on file, in the event you need to demonstrate you are acting in accordance with the HIPAA.
While we can provide you with tools and services to help you comply with HIPAA, Hastings doesn’t offer advice or guidance on what you need to do to comply. For more information on HIPAA specifics, you should visit the HIPAA home page, or consult with your attorney.
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For the 12th consecutive year, Hastings Communication Services has been presented with the Award of Excellence by the Association of TeleServices, International.
Mark Hastings, President, accepted the award at the annual convention of ATSI held in Pittsburgh, PA on June 19, 2009.
Despite success in 11 preceding annual award presentations, Mark admitted to being a bit nervous prior to this year's announcement. "I felt very confident when the awards presentation began, but our name wasn't read until near the end; I had penty of time to sweat before our award was announced."
Congratulations to all the Hastings Humans on their acheivement, and to all our clients who deserve the very best from us!]]>
