On Call Answering Service (OCAS) was established in 2001 by Russell L. Pinkney with one goal in mind —providing a level of personal service not currently available on the market. “Before I opened the business, I worked in auto industry sales, and serviced a group of high-end professional clients,” explained Pinkney. “My customers in the auto industry were people that had high expectations for the service they received and high expectations for the service they provided their own clients. As I got to know them through the years, many of them complained about dissatisfaction with the answering service they were using. I’ve always been a problem solver, and I established OCAS to provide a solution.”
The business started with a few funeral homes as clients. However,it wasn’t long before the company went nationwide, with more than 60 percent of new business today coming from referrals. “When I first started, funeral home directors calling another funeral home would hear OCAS answer their phones,” said Pinkney. “They liked the way we handled the calls so much that they asked for a quote for their own business.”
A large percentage of OCAS clients are funeral home directors who want their answering service to be particularly sensitive to the special needs of callers who may be in shock and grieving over the loss of a loved one. This means that the OCAS team has been built with a key understanding of the need to be attentive listeners and to make a personal connection with callers that may be thousands of miles away.
When Pinkney was in the auto sales industry, his customer service satisfaction scores never dropped below 98 percent at any time. “The entire OCAS team holds to that same standard,” said Pinkney. “You can find another answering service, but you won’t find one that offers better or more personalized customer service.”