Our beginnings in this business were not unusual. What we do is not uncommon—we take and deliver messages. But, who we have become, and how we became that way is what makes our story (and us) unique.
The Story That is Dexcomm
Dexcomm was founded in November 1954. It began with ladies at switchboards lined up in two rows. Back then, each customer was connected through a hardwire connection, basically a Y-leg splitter at the phone company. One leg of the line went to the customer’s office, the other leg went to Dexcomm. The phone would ring at each place at the same time, and at the answering service, a game was played—should I answer it, or will they answer it in the office? Frequently both parties answered at the same time, creating confusion for the caller no matter how carefully the operator exited the line. During the day when the receptionist was on a break or another line, the Dexcomm operator would take a message and call back later to deliver the message since all messages were delivered verbally in those days.
We had one operator, Dolores, claim that she had “raised the children” of one of our clients. Sitting at board one, she answered the company phone lines day after day. She also answered the company owner’s home line. When the children would get home from school, they would not call their parents, they would call Miss Dolores to let her know they were safe. When they were older and had car trouble, they called Miss Dolores. And if they ever got into trouble, they avoided mom and dad and hastened to call Miss Dolores for help. She was in touch with the client for many years, and was adopted as part of their family.
But technology changed. Progressing from tone and voice, to digital and alpha pagers– we began to become a bit distanced from our customers. Messages were delivered via voicemail, fax, and then email and text. Call forwarding now delivers phone traffic, and we no longer play the game of deciding who should answer the call. Technology continues to progress and we now receive contacts from “callers” via text, chat, and email, in addition to telephones. We have also grown our geographical service area, and we currently serve customers in over 40 states.
Striving to follow the example of Dolores, we also want to become an integral, peripheral, member of the family of our customers; this is what makes us unique. Despite these continual massive technological changes, one thing has remained consistent—our focus on great personal service for our customers. We work hard to keep that personal touch alive that was practiced by Miss Dolores and all of her co-workers in spite of the distance forced upon us by the advancement of technology. We have been and will remain: Your Voice. Heard.