Meet Our Team

Building Relationships Through Professional Virtual Receptionist Services

Our team provides the highest quality service through accountability and results.

At Voice Link of Columbus, we help businesses like yours ensure that they never miss a call again. Since 1989, we have worked to create a team of dedicated customer service representatives. Not only is our team compassionate and genuine, but have the necessary skills to help your business. We are HIPAA and HITECH Compliant and have a 2-way text messaging guarantee to ensure you receive all of your messages.

Voice Link of Columbus Inc. Has Multiple Service Plans to Fit Your Businesses’ Needs.

Our Quality Assurance Metrics Ensure Quality Service

Voice Link’s mission is to provide the best in virtual receptionist services and our quality assurance metrics ensure our services exceed your expectations. We track the following monthly:

Relationship Building

We monitor and grade our agents on their professionalism, friendliness, and gathering accurate information.

Understanding Needs

Our agents are trained to listen to the caller and determine their purpose through probing questions and confirmations.

Creating Value

Our agents create value by focusing on the caller’s needs above all else.

Gathering Information

We know that gathering the right information is critical for your business. As a result, we make sure to ask the right questions and set up our operations to best suit the client.

Call Etiquette & Protocols

By tracking & listening to the calls, we grade our agents on their overall call etiquette and other operational protocols

Management Team

Jo-Ann Fussell

CFO

Jo-Ann Fussell is a Magna Cum Laude graduate of Columbus State University, licensed CPA, Certified Key Performance Indicator Professional, and a mother of two Eagle Scouts. She left public accounting to explore her entrepreneurial side as owner/operator of a multi-service call center. She has served on several national boards within her trade organizations and is currently on the NAEO Board. She has hosted regional trade group meetings at her office. Jo-Ann has spoken at numerous trade organization conferences and is now helping other business as a consultant. The National Association of Professional Women has selected Jo-Ann Fussell as VIP Woman of the Year. Jo-Ann has 31 years’ experience in finance and information technology. Jo-Ann is well-versed in new technology and has a unique ability to quickly grasp details in order to summarize exactly what is required to streamline operations and maximize productivity by using KPI’s. Jo-Ann currently received her certification and is now a certified key performance indicator professional. She is also developing software for our industry that will enhance the process of measuring and managing performance by enabling high levels of automation and access to analytical data with ease.

Mark Slatter

COO

Holding a degree in Marketing Management and 25 years of experience in Information Technology, Mark brings a broad spectrum of value to the organization. Mark was VP of Operations at a communications company in Cincinnati for 24 years, Director of Talent Management at a large answering service in Syracuse for 2 years and is now COO of Voice Link. Mark believes in team leadership through setting the example, ongoing training and positive reinforcement. He is well versed on a multitude of technologies and thrives on building efficiencies and redundancies into daily operations. In his spare time, Mark enjoys designing web-based applications, exercising and flying as a private pilot.

Tamara “Nikki” Marshall

Comptroller

Nikki Marshall has been with Voice Link since 1999. She started as a CSR and was promoted to Supervisor in 2000. In 2009, Nikki was promoted to Comptroller and is heavily involved in day to day operations, managing the various shifts and customer on call procedures. Nikki enjoys traveling and shopping in her spare time.

Lisa Ray

Executive Office Services

Lisa has been with Executive Office Services since February 1999 (20 years) providing secretarial services to groups, organizations and individuals. She joined Voice Link in June 2016 and oversee the LaGrange office operations. She has 30-years customer services experience.

Our Valuable Virtual Receptionist Team

With over 30 years of customer service, our valued team is focused on providing the best in live answering services, order entry services, and customer service center services. Our dedicated virtual receptionists are professional, courteous, compassionate, and experienced in representing your business. Our agents are held to the highest performance standards and monitored through our proprietary tracking program.

Our Accountability Tracker

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Calls Annually

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AVG Hold Time

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Customer Referral Rate

Awards and Associations

Resources

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