How It Works

How It Works

At Cititel we take pride in being consistent, reliable and providing excellent customer service to our clients. We help businesses increase their revenue, lower their cost and offer their clients customer satisfaction. We keep business moving and people in touch!

Here is how it works

We answer your calls when you are not there and deliver your message accurately and in a timely fashion. Whether you want your message notification by text or page we can do it. Our operators will follow the protocol (that you provided on signing up with us); to ensure all calls and any emergency situations are dealt with promptly and efficiently. In addition to the text or page dispatch, we provide a daily, weekly or as received report of the call activity via email or fax for you to review and make sure every call was dealt with to your satisfaction.

We Take your calls just like a receptionist at a large company. When customers dial your phone number a Cititel operator answers with your specific business information. Calls are dispatched or screened as you prearranged, urgent calls are transferred directly to you and messages carefully taken. Customers can be given the option of speaking directly to an On Call or having the On Call call them back. A message can be sent to your cell phone, texted, paged, emailed or faxed.

keys on a phone

Included with our service, we provide a local or toll free number. Activating your service is easy. Simply “call forward your telephone to the number we had provided you with and we do the rest. All you need is to do is make sure you have the call forwarding feature from your provider and you are on your way.


We have purchased a very sophisticated scheduling system that takes historical data and monitors when the busier times are and schedules staff accordingly. We schedule 2 on calls each day in case of absenteeism and we have 4 backups available daily to ensure that we have the correct number of staff needed to handle the calls. This results in minimal hold times.

Voice Logger

We record all calls for quality assurance and training purposes, the Voice Logger Allows our clients to be able to listen to calls and verify call content if necessary.