The Legacy Connection (TLC) is an award-winning, full-service telecommunication company partnering with clients to seamlessly integrate business solutions 24 hours a day, 7 days a week. We design communication strategies to meet every client’s need while enhancing customer experiences with live, personal attention rather than automated voicemail, as well as offering professional receptionist services at a fraction of the cost of in-house staff. Although our list of services is extensive our motto is always the same: “The Legacy Connection, Answering every caller with TLC…since 1955”.
The Legacy Connection has a long history of client service, dating back to 1955 when the company was founded in Tuscaloosa, Alabama, by Ms. Hazel Brown Upchurch.
Although the name of Ms. Upchurch’s company has changed over the years, as has the technology, the family of Ms. Upchurch continues to run the growing business under the management of Robin Bailey (wife of Ms. Upchurch’s nephew, Tom).
ATSI Award of Excellence – This award is presented annually by the Association of TeleServices International to providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Independent judges are contracted by ATSI to evaluate message services over a six month period. The criteria for scoring include: the caller experience, courtesy, response time, accuracy and overall service to their clients.
The Legacy Connection is a Diamond Plus (eleven-year) recipient of this prestigious award.
CAM-X Award of Excellence – The Award of Excellence program is a ‘mystery caller’ program that offers CAM-X members the opportunity to have their call center agents evaluated by an independent panel of judges, over a 6-month period. At the completion of the program, two independent judges will listen to the call recordings and assess a score based on a pre-determined point scoring process. Only companies who achieve an overall score of 80 percent or higher will receive the Award of Excellence.
The Legacy Connection has earned the CAM-X Award of Excellence for 15 years.
UAB Excellence in Business Top 25 – The National Alumni Society designed the UAB Excellence in Business Top 25 program to identify, recognize, and celebrate the success of the top 25 UAB alumni-owned or UAB alumni-operated businesses. The National Alumni Society has partnered with Warren Averett to rank and verify the nominated companies based on the annual growth rate.
The Legacy Connection has earned the UAB Excellence in Business Top 25 for 2014, 2016, 2017, and 2018.
Established in 2018, the NAEO Superior Agent Service Award program is a ‘mystery caller’ program that offers NAEO members the opportunity to have their call center agents evaluated by an independent panel of judges. The mystery callers will conduct a test call based on the client profile information members provide when registering to participate in the program. The information in the client profile allows the test callers to use a local street address and telephone exchanges to make believable calls.
“TLC has nearly eliminated the number of middle-of-the-night emergency calls I receive for resident emergencies. With thousands of residents in our various properties in several states, we give specific instructions to TLC regarding the appropriate contacts for emergency calls and the operators just make it happen–knowing who to call and when. Every morning, we receive an email that lists calls from the night before and the status of each. It tells us what was dispatched for emergency work and then we can triage the other calls for prompt replies and service to keep our residents happy. TLC has certainly made running a property management company much easier and more efficient. …as we grow, we just keep adding properties to their list. They are great.”
Tim Duren, Sealy Management Co., Inc.
By working with The Legacy Connection, we truly provide our clients with round-the-clock service. Many of our callers are calling about events that occur after our regular business hours when getting in touch with one of our staff members is crucial. The agents at TLC understand the urgency of the situation and work with us and the organization to get us connected. They are a valuable part of our team, and I have nothing but positive comments about how they have helped us service our clients. They do a great job.
Candice West, Zap Professional Photography, Inc.
The Legacy Connection is just great. We have used them for more than 10 years to answer our firm’s after-hours calls. Not only are they very nice and helpful to us and to our clients, but they have never missed a message. We have often referred them to clients who mention how impressed they are with our service. …They are true professionals and a complement to our staff.
Tish Jackson, Lawrence, Hitt & Pugh, LLP
Many retailers don’t realize the importance of having the phones answered by a professional when everyone on the floor is servicing customers, but we do. Thanks to the great operators at TLC who contacted me immediately upon receiving a call for us, I was prepared when the customer got here, and we sold two matching Rolex watches and a pair of large diamond earrings as a result. While not all sales are this large, what we pay TLC is more than covered by sales throughout the year, not to mention the peace of mind I have by knowing our callers are being cared for while we’re assisting customers in the store…or even closed for a holiday. It’s clear that making our customers happy is a priority for all staff at TLC, and working with TLC could not be easier or more pleasant for a business owner.
John Poole, Hudson Poole Fine Jewelers