We believe our new business team is the start of our quality control as it’s their job to understand what you are looking to achieve and then to propose a solution that will work within our environment and at the same time give you the results you seek. You’ll develop a close working relationship with our Customer Service team who will liase with you to manage the daily dynamics of managing your acount. However our focus is especially on the people who will answer your calls and we are including a resume of our processes.
Recruitment
New call handling staff are selected against set criteria including assessments of typing skills, telephone voice, knowledge and we also have minimum education level requirements.
Induction Training
Induction training for new starters is carried out over 2 weeks and includes training in communication skills and an emphasis on their key role in our client’s businesses.
Coaching
Regular coaching is carried out by our training team as well as by the team leaders to ensure we maintain the standards our clients expect.
Ongoing Training
All trainees are given the opportunity to pass through a three part training regime to obtain the skills and knowledge before they take our most difficult calls. Equal training emphasis is given to all employees no matter what hours they work.
Accuracy
In a people based service it is not possible to guarantee mistakes will never be made however our recruitment, training and coaching is geared to achieve the highest standards possible. You should always expect telephone numbers and email addresses to be repeated to back to callers to check accuracy, we use postcode recognition software to provide address details and our call handling software automatically captures (unless it has been withheld) the Caller Line Identity of the caller as a fail safe option.
Staffing Levels
A key factor in providing the highest levels of service is to staff at high levels in comparison to the number of calls we expect. We use what we believe to be the premier staff planning software tool on the market provided by QMax (www.q-max.co.uk ) which works in conjunction with our call projections to generate the most efficient shifts to maximise our call handling performance.
Mystery Shopping
To reinforce our adherence to our standards a continuous campaign of "Mystery Shopping" calls are made into our centre. Call handling staff members are graded against expectations to ensure the whole process runs to the expected standards.
- About 24 hour telephone answering
- 24 hour inbound call handling services
- Dedicated customer account management
- Call centre and small business telephone answering services
For a bespoke quotation call us free on 0800 197 0286 or click here
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