U.S. TeleServices organization ranks Extend 3rd overall

Posted June 23, 2007 in News

The U.S based Association of TeleServices International (ATSI) today recognized Extend Communications Inc with several industry awards at a special presentation in Colorado Springs, CO. Extend president Scott Lyons was on hand to receive 3 Awards for Service Excellence, as well as an Award of Distinction. The awards are presented to call centres in North America who exceed expectations for courtesy, response time, accuracy, and overall service as judged by independent mystery callers contracted by ATSI. Extend’s Cambridge Ontario call center achieved the 3rd highest ranking against centers from across North America. For more information visit www.atsi.org.

Extend takes home 4 awards from Canadian Call Management (CAMX) Conference

Posted November 23, 2006 in News

Each of Extends 3 call centres was recognized with the prestigious CAMX Award of Excellence at the association’s annual conference this week. In addition, the Brantford location also received an Award of Distinction.

Independent judges contracted by CAM-X evaluate message services and call centres throughout Canada and the U.S. over a six-month period. The criteria for scoring include courtesy, response time, accuracy, and overall service to their clients.

“In this industry, we measure customer service with the caller’s experience as paramount to the overall success of the call.” Says CAM-X President Pat Vos. “The Award of Excellence provides a best practice standard and we congratulate the staff of Extend Communications for their achievements.”

Now an eight-time winner, Extend Communications Inc. earned the Ruby Award for eight consecutive years. CAM-X extends its congratulations to the staff of Extend on their proven quality service to their customers.

The Call Centre Award of Distinction was created in response to overwhelming requests by Call Centres across Canada for a tool which could be used to measure the skills of their professional Call Centre Agents. An independent panel of judges scored call-handling skills for “enhanced service” applications, focusing attention on customer relationship management (CRM), courtesy, etiquette, and the use of proper call techniques, as well as response time and accuracy; the cornerstones of the Call Management Industry.

Scott Lyons accepts 4 Awards from CAMX President Pat Vos

Cambridge Site Upgrade Completed

Posted November 21, 2006 in News

The upgrade today of Extend’s facility in Cambridge Ontario completes a 2-year company wide expansion project. The result is a state-of-the-art new call handling platform offering a significant list of new service features, more efficient call processing during peak times, and considerable automation of previously manual tasks.

“Not only does our new system feature many new services our clients have been asking for”, said Cambridge Manager and company Vice President Todd Lyons, “it also networks us into our other 2 company owned locations for real-time disaster relief, and call handling efficiency.”

Several new services are now available from the Cambridge site, including:

  • Automated check-in and check-out.
  • Improved call transfer ability for off-premise telephone reception services.
  • Web based access to call records, voicemail, and on-call schedules.
  • Operator call handling scripts with branching and decision trees.
  • Additional Internet services including inbound client email handling, web chat, web callback, and more.
  • New voicemail options including voice scripting and follow-me.
  • Voicemail to your email as a .wav file attachment.
  • Fax lines with email forward as a .pdf or.tif file attachment.

Redundancy put to the test during fibre cable cut

Posted July 1, 2006 in News

A huge fibre-optic cable cut in Brampton on the Friday before the summer’s busiest long weekend put Extend’s backup plans to the test earlier this week. For over 29 hours June 30-July 1, calls normally handled by Extend’s Georgetown Ontario call centre were re-routed to its Brantford location using VoIP (Voice Over Internet Protocol). The redundancy platform uses leading edge Asterisk technology, and was developed by Extend’s Information Technology (I.T.) Manager Mark Frey for just such an occasion.

While the system was tested internally several times, this week marked the first time it was used in an emergency situation. “We would have been down for the entire 29 hours had it not been for our redundancy planning”, said company president Scott Lyons, of the system upgraded just 3 months earlier. “This real-life trial has given us ideas for further enhancements to the ultimate advantage of our client base.”

10-digit local dialing coming to 519 in June

Posted May 1, 2006 in News

On June 17, 2006 local calls within 519 will require 10 digit dialing. If you dial only 7 digits, you will hear a recorded message reminding you to dial all 10 digits, before your call is connected. This message may disrupt data transmission in certain cases (Internet, paging, fax machines, etc.).

As of October 14, 2006 – 10-digit local dialing is mandatory. The new 226 area code will be gradually introduced once all numbers in 519 have been completely exhausted.

Reprogram your functions and equipment starting now. Add the area code to all your numbers:

  • Speed-dial lists
  • Telephone options and functions (e.g. call forwarding)
  • Fax machines
  • Modems and Internet connections
  • Paging computer programs (ie. Alphapage)
  • Cellular phones and other wireless devices
  • Security systems
  • Elevator phones
  • Private branch exchanges and voice messaging
  • Auto-dial systems
  • Databases (employees, partners, suppliers, customers, etc.)

All adjustments should be made before the recorded announcement is introduced, i.e. before June 17, 2006, since the announcement may disrupt data transmissions.

Contact us for more information, or visit – http://www.dial10.ca

System Upgrade completed at All Call Communications division

Posted April 25, 2006 in News

The successful cutover of Extend’s 2nd location was completed on schedule today, again without any downtime. “This major initiative to upgrade equipment and network our 3 locations together, will allow us to provide an even better level of service to our clients, and to bring new services to market more quickly.”, announced Extend President Scott Lyons. This 2-year project is scheduled for completion in fall 2006 when the Cambridge Ontario location comes on-line.

Several new services are now available to GTA clients, including:

  • Automated check-in and check-out.
  • Improved off-premise call transfer abilities.
  • Innovative on-call scheduling.
  • Automatic paging, data field formatting, spell check, and more.
  • Additional Internet services including improved email handling, web chat,web callback, co-browsing and page push.
  • New voicemail options including voice scripting and follow-me.
  • Voicemail to your email as a .wav file.
  • Faxes to your email as a .pdf or.tif file.

For more information email info@etendcomm.com