When you think about working for an answering service, you might picture something simple: pick up the phone, take a message, move on. At Dexcomm, the reality is much more involved. One moment you could be helping a panicked homeowner reach an emergency plumber at two in the morning. The next, you could be handling a sensitive medical intake that requires HIPAA-grade precision and genuine compassion. No two calls are the same, and the training you receive reflects that.
Dexcomm has spent over seventy years refining how we prepare our team—not just to answer phones, but to communicate with care, think on their feet, and grow into professionals who are proud of the work they do. In this blog, we’ll cover what makes Dexcomm’s training program stand out and why it’s the foundation for a career, not just a job.
Becoming a Better Communicator with Dexcomm
Improve Alongside Your Training Class
Dexcomm is Defined by its Core Values
Skills That Enable Your Success
Becoming a Better Communicator with Dexcomm
At most answering services, training looks something like this: you sit through an HR orientation, get a walkthrough of the call software, and then you're on the floor answering calls. Dexcomm does it differently. Initial training here is 10 weeks long, progressively layered in complexity, and built around developing a foundation of strong communication techniques. Total time for an agent to be released for all skill levels takes roughly one year. Here are a few of the core communication skills that our training focuses on.
Active Listening: Phone operators don't have the luxury of reading a caller's facial expressions or body language, which makes listening an even more deliberate skill. At Dexcomm, active listening isn't just about staying quiet until it's your turn to talk — it's about understanding what a caller actually needs and guiding the conversation to get them there. You'll learn to absorb what's being said, confirm the key details, and move the call forward with purpose. The goal is to make every caller feel heard while getting them the help they need efficiently. That balance between empathy and call control is one of the first things Dexcomm trains, and it's one of the things our agents are known for.
Emotional Intelligence: Whether a caller is calm and routine or upset and urgent, you need to be able to read the situation and respond with empathy. Our training program places a heavy emphasis on building emotional intelligence: the ability to manage your own reactions and meet people where they are. Over time, these skills carry beyond the workplace and into your everyday personal relationships—something many of our operators say they didn’t expect but deeply appreciate.
Confidence Under Pressure: Our partners rely on us to answer their calls with professionalism, compassion, and concern. There can be a lot of pressure to perform when in those kinds of situations. This is why Dexcomm prepares agents with weeks-long training that equips them to keep cool and confident in serious circumstances. Beyond our industry-specific training, our agents gain in-depth knowledge of our clients, allowing them to answer calls as an extension of each client’s business.
Improve Alongside Your Training Class
One thing that makes Dexcomm’s training feel different from a typical onboarding experience is the camaraderie that develops among each training class. You won’t be thrown into the deep end alone. You’ll learn together with a group of new hires, practice together, and support each other through the steep early learning curve of managing live calls across dozens of different client accounts.
Dexcomm also pairs newer operators with experienced training buddies who help guide you through those first weeks on the floor. Many of those buddies were once in your exact position and chose to take on the mentorship role because they genuinely enjoy helping others grow.
As you progress, you’ll have the opportunity to advance to more difficult situations like sensitive medical calls, which require precision and privacy considerations. Every agent receives dedicated HIPAA training before answering medical calls, and the entire staff undergoes annual recertification.
Dexcomm is Defined by its Core Values
At Dexcomm, the three core values—compassion, personal growth, and concern for others—are woven into how we actually operate, from how candidates are interviewed to how operators are trained and evaluated.
Compassion plays a particularly central role — but at Dexcomm, it means something more specific than just being a 'people person.' It means showing up with humility, checking your assumptions at the door, and actually doing something with what you hear. A compassionate agent doesn't just feel bad for a frustrated caller. They move with the caller toward a resolution. That distinction — between feeling and acting — is exactly what Dexcomm hires for and trains around. You can walk someone through a call script. You can't walk them through genuinely caring about the outcome. That's why our screening process is designed to find people who are already wired that way, long before training ever begins.
Most people who work here aren't doing it because answering phones happened to be available. They're doing it because something in the work resonates with them — a genuine calling to help people — and Dexcomm gives them a place to act on that every single day. The calls that come in aren't abstract. They're people with real problems, sometimes urgent ones, counting on the person on the other end of the line to come through for them. For the right person, that responsibility isn't a burden. It's the point.
You'll see evidence of that the moment you walk in. Along one wall of the building is what we call the Why Wall: a collection of photos from every employee, each one showing their personal reason for being there. Families, kids, a spouse, a grandparent, or sometimes just themselves. It's a small thing that says a lot about the kind of people Dexcomm attracts — and when you join the team, you add your own photo to the wall.
Interested in learning more about our core values? Check out this breakdown video where we go into what separates Dexcomm from other answering services.
Grow with Dexcomm
Dexcomm values personal growth at all levels of the organization. We maintain an advancement structure that takes you from entry-level operator to taking more specialized calls that require specific skills or industry knowledge. Many of our agents go on to work beyond our call center, finding positions in other departments such as account management, IT, HR, and more!
To give you an idea of what that looks like in practice: one of our longest-tenured employees started answering phones as an operator at 19 years old. Over the course of nearly two decades, she moved through roles as a floor leader, training assistant, HR support, and eventually into account programming. That path led her to teach advanced courses at a national industry convention and earn a board seat at a national industry organization. She says she’s achieved more in her career than she ever thought she would—and it all started with answering the phone.
That kind of growth is encouraged at every level, and Dexcomm's quality assurance program is where the core value of personal growth becomes a daily practice. Agents don't just receive feedback from supervisors — they grade their own calls and their peers' calls as a standard part of how the team operates. When clients have internal call centers, Dexcomm listens to and learns from those recordings too, so that the service stays aligned to each client's standards. Monthly calibration sessions bring the team together to sharpen consistency across the board. None of this is a compliance exercise. It's what personal growth looks like in practice instead of being bolted on as an afterthought.
Skills That Enable Your Success
The skills you develop here set the stage for real professional development. Agents who grow as communicators and deepen their understanding of the company's values naturally become candidates for roles across the organization — account management, programming, IT, HR, training, and beyond. And along the way, the habits you build — listening well, staying composed under pressure, communicating with clarity and care — are exactly what make someone ready to step into a team lead or floor lead role or grow into one of the departments that keep the company running.
Dexcomm takes the time to genuinely get to know our employees. The better the company understands you, the better it can tell if you’ll enjoy the work and thrive as an employee. That attention to fit is what makes the training experience feel personal rather than corporate, and it’s why so many operators describe Dexcomm as a place where they’ve found not just a job, but a career they’re proud of.
As one of our operators put it, she’s able to work for a company that appreciates her as a person, not just a number. There’s always an open-door policy and always an opportunity for advancement.
Conclusion
After over seventy years of serving businesses across the country, Dexcomm has learned that investing in its people is the most reliable way to deliver excellent service. The training program reflects that. It’s thorough, it’s ongoing, and it’s designed to turn good candidates into great communicators who build lasting careers. If you’re looking for a role that challenges you, grows with you, and makes a real difference in people’s lives every day, Dexcomm’s training program is where it starts. Visit our careers page to see current openings and take the first step toward a career that’s more than just a job.
