- Industry-Specific Agent Training
- Dedicated Account Management
- Our Proven Process
- Our Core Values
Every industry brings its own set of expectations and expertise—that’s why we prepare our agents to answer for different industries. And thanks to our call distribution system, only certified agents are assigned to answer your calls.
Our dedicated account management team is here to make your communications goals a reality. We get to know your business as if it were our own, improving your experience with our professional answering services every day.
Our six-stepped Proven Process describes exactly what you can expect from us as your communications partner. It outlines each step of your journey with us, from the first conversation we have to lasting results.
Skills can be taught. Compassion can’t. When we hire new agents, we hire based on values first. This way, we ensure that your calls are answered by people who have a genuine concern for your callers’ needs.
"Dexcomm anticipates a holiday before I’m even thinking about it… Dexcomm will remind me when I forget to share that we’re running a special, or if we’ve advertised something new."
The Evolution of Dexcomm Answering & Communications Services
![The ladies who worked at the answering bureau in 1954]()
1954 - THE ANSWERING BUREAU OPENS
Before Dexcomm was Dexcomm, it was the Answering Bureau. Our reputation for compassionate customer service started here.![Dexcomm owner hugging an employee]()
1989 - BECOMING DEXCOMM
Jamey Hopper bought the Answering Bureau and named it Dexcomm Answering and Communications Services. Under his leadership, we formalized our Core Values and developed our employee-centered culture.![Computer with glowing screen]()
1996 - ENTERING THE AGE OF THE COMPUTER
We made the major switch from handwritten message-taking to a fully computerized message-taking system—allowing us to type, store, and process messages electronically.
![Dexcomm Ansering and Communications sign at Carencro office]()
2007 - A NEW HOME
Dexcomm’s offices moved from downtown Lafayette, Louisiana, to Carencro—allowing us to expand our team and better serve our growing partner base.![ServiceTitan logo]()
2018 - WELCOMING API INTEGRATIONS
We launched our first API integration with ServiceTitan, paving the way for seamless software integrations and more streamlined communication solutions for our partners.![AI hand reaching out to a human hand]()
2026 - INTRODUCING OUR AI COMMUNICATIONS SOLUTION
We developed our AI phone answering solution, Lanyap AI—expanding our communications offerings while maintaining the high standard of care our partners expect.
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Specialized Customer Service Training
At Dexcomm, our customer service representatives speak to your callers with the industry knowledge that’s required to effectively answer for your business. That’s one way we’re able to truly help your callers find solutions. On top of that, we train our agents specifically for your account and improve on Quality Assurance every single day.
Studying New Industries
Before ever taking a call, Dexcomm agents spend two weeks in our training department. During this time, they become familiar with how to balance empathy and efficiency in different caller scenarios, and they begin familiarizing themselves with the unique vocabularies of the industries we serve.
This part of our training sets the foundation of how Dexcomm agents grow. Over time, they'll learn how to take complex calls that require more confidence with advanced industry vocabularies.
Learning New Accounts
Just because you come from the same industry as one of our existing partners doesn't mean we'll answer the same exact way for you. When you partner with Dexcomm, we educate our agents on your tailored call script. From your preferred answer phrase to your decided escalation rules, our agents are notified when you start with us so that we can prepare them to answer uniquely for your business.
Ensuring Quality
At Dexcomm, we have several quality checkpoints (you can learn more about them by checking out our Proven Process). One of those quality checkpoints is via our agents, who regularly grade calls and assess them for quality. By having our agents grade calls, they:
- Learn from each other's call handling techniques
- Improve communications for your callers
- Establish consistency for Dexcomm's definition of quality
This ongoing practice makes for better agents, and therefore better customer service, every day.
Dedicated Account Management
At Dexcomm, our Dedicated Account Management Team works alongside you to turn your communications strategy into a measurable advantage. Whether tackling your big-picture goals or fine-tuning the details of your account, your dedicated manager understands your business, your priorities, and what it takes to keep things running smoothly as you grow.
Helping to Achieve Your Communication Goals
Your customer service goals aren’t generic—and neither is our support. Our Dedicated Account Management Team works with you to understand what great service looks like for your business, then helps translate those goals into real call-handling practices. From refining scripts to adjusting workflows as your needs evolve, we help ensure every caller experience supports your brand, your standards, and your long-term growth.
Making Changes to Your Dexcomm Account
Businesses change—and your answering service should keep up without friction.
Whether you need to update call instructions, adjust schedules, add new services, or respond to seasonal demand, our Account Mangament Team makes changes quickly and thoughtfully. You don’t have to re-explain your business every time; we already know how you operate and what matters most.
Your Partner in Communications
We don’t see ourselves as a vendor. We act as an extension of your team. Our Dedicated Account Management Team checks in, looks for opportunities to improve performance, and helps you get more value from your communications. When challenges arise or goals shift, we’re in it with you, focused on consistency, clarity, and helping your business put its best voice forward every single day.
Our Proven Process
Align. Build. Launch. Optimize. Stabilize. Grow. These are the six steps to our Proven Process—which you experience the entirety of when you choose Dexcomm as your communications partner. Each step shapes the seamless service your customers will receive.
Transparency: The Key to Alignment
Align is the first step of our Proven Process. Before entering into a partnership with you, we take the time to understand your communications goals and compare them to our services to ensure we’re the right fit. We know that true success starts with shared expectations, clear communication, and honesty from day one—which is why we’re transparent about our capabilities and ask for that same transparency around your goals.
Gaining Traction through Build, Launch, and Optimize
Once the Align phase is complete, we move into the next step: Build. We build your account according to your brand voice and preferences—according to everything we learned in the Align phase. Following Build, we enter step 3, which is Launch. During the Launch phase, your calls go live with Dexcomm. Early calls surface real-world scenarios and caller behaviors that can’t be fully captured during the Align phase—giving us the insight needed to enter into the Optimize phase of our process.
Not last or least is the Optimize phase of our Proven Process. In this fourth step, your calls are monitored, reviewed, and scored through multiple quality checkpoints (our Quality Assurance Team, our third-party provider CallSource, etc). Insights from our Dedicated Account Management Team are also used to refine your script and guide our agents—improving call handling over time.
Stabilize and Grow
The final two steps of our Proven Process are Stabilize and Grow. In step five, Stabilize, call handling for your business reaches a consistent rhythm. From here, you reach our final step of our Proven Process: Grow. When your business grows, your call strategy has to grow, too. New services. New locations. Seasonal demand. Higher call volume. Each growth moment triggers a return to Align, Build, and/or Optimize—with better data and a stronger understanding of your business than before. Growth doesn’t restart the relationship—it deepens our partnership.
Our Core Values
Different people answer different types of phone calls every day. But what separates how we answer calls from other answering services is not only our training methods, but also our Core Values. By screening our employees for compassion, concern for others, and personal growth, we ensure that your calls are answered by someone who cares.
Compassion
Empathy. A non-judgmental attitude. A propensity to take action to help. These are a few ways we define compassion at Dexcomm. A kind heart is essential at Dexcomm—not only to ensure every call is answered by a warm, genuine voice, but also to foster a workplace our employees are excited to be part of.
Concern for Others
Concern for others is how we put compassion into action. This involves being timely, professional, building strong relationships, and listening with the intention to understand (not just to hear).
When it comes to your callers, concern for others means that if an action is promised on a call, we ensure that it is carried out.
Personal Growth
Finally, to work at Dexcomm, employees must possess a desire to grow personally. This involves being curious, coachable, and a willingness to give and receive feedback. Through the practice of this Core Value, we ensure that we're a little bit better for your callers—and each other—each and every day.
