Frequently Asked Questions (FAQs)

1. How can I retrieve my messages?
   You can retrieve your messages by digital or alpha-numeric pager, e-mail, Nextel, cell phone, or PDA.
2. When do we provide our call schedule information?
   We request that you provide that information in writing by the 20th of the month for the following month. You may send it via fax to 866/-505-7825 or e-mail to email@on-ramp.com
3. What if we have changes in our schedule? Can we call with the changes?
   We prefer that you fax us the change information between the hours of 8 AM and 4 PM. If you have last minute changes for the night, you can call our staff and provide that information over the phone. Our staff will document your call and make the appropriate change.
4. How long do you keep records of my calls?
   We keep computer copies along with voice recordings of all calls for seven years, which is the limit of liability in Indiana.
5. Is there a charge to access old messages or recordings?
   If the message is for your purposes, there is a charge to retrieve the message/recordings. There is never a charge if the request pertains to quality assurance.
6. How are shifts staffed?
   We staff to keep hold times extremely low and quality high. Our goal is to keep hold times to less than 15 seconds and staff to meet that goal. We take hold times very seriously and use the best technology to help us schedule and staff to meet our less than 15 second hold time.
7. What kind of training does your staff receive?
   We have a dedicated Training Manager who trains new employees and keeps current staff up-to-date on new technology and customer service protocols. For new employees, the complete training process is approximately two months and includes completing a five-hour interactive training module, listening to live calls with an experienced operator, call simulation, review of accounts and their requirements and testing. New staff members are closely supervised to ensure quality and customer service.
8. How do you address client concerns or questions?
   We use a client account form that allows staff members to capture any concerns or questions that may arise. This form is e-mailed to administrators who review and respond to clients either the same day or the next business day.

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