We can help organisations needing an extra "pair of hands" to handle telephone calls in numerous situations for 24/7 call response. For example you can divert calls to us when:
- Your lines are engaged.
- During busy times when you don’t have enough staff available to answer all of your incoming calls.
- Outside of your normal office hours.
Call Handling Services
Setting up your 24 hour call handling account
The setting up of your call handling account is the most important part of the whole process. Before we take your calls we will liase with you and together agree the call handling instructions. We will guide you as to the best set of call handling instructions for each different type of call you receive and as far as we can we will do whatever you require.
Diverting your calls to a unique telephone number
As part of the set up process we will issue you with a "unique telephone number". You then divert your calls to this number allowing us to differentiate them from those of other clients which in turn, enables us to answer each clients’ calls in their chosen name. Diverting calls is easy and we will guide you in choosing the best method from the list below:
- Use your telephone line provider’s call divert service. Whoever you pay your telephone line rental to e.g. BT, Virgin Media etc will have a call divert service that you could use to divert your calls.
- Your own digital internal telephone system will have diversion capabilities. If you need assistance in setting the divert options on your phone system contact your maintainer.
- Alternatively you could use the divert functions of a "non geographic" 08 or certain "geographic" telephone numbers.
Choosing how your calls are diverted
You are in control of how and when calls are diverted. Whichever method you are using to divert calls there are usually three settings to choose from:
- Divert All Calls
- Divert Engaged Calls
- Divert Unanswered Calls
24 Hour Inbound Call Handling
Trained receptionists handling your calls
Before answering the call your company’s information is automatically appears on the receptionist’s computer screen, this means there’s no chance they’ll answer in the wrong name or be uncertain what to do. The trained receptionist will answer the call in your chosen name so the caller thinks they’re talking to your office.
Calls handled according to your instructions
The computer screen now contains your company’s basic information that means that they can answer your caller’s questions in the way that your own receptionist would do e.g. "What’s your website address?" The callers will either ask to speak to somebody by name or they’ll ask about something. Our receptionist will have a list of your staff and each staff member can have their calls answered according to their own specific instructions e.g. if somebody is on holiday they may change their call handling instructions whilst they are away.
When the caller does not ask for somebody they ask for something. Most of these calls can be grouped into a typical "call type" with its own instructions. Our aim is to provide a completely bespoke service and to be an extension of your organisation.
Calling Out And Message Forwarding
Individual messages and batched call data
The information captured during a call can either be sent as a message at the end of each call or in batches. Batched information is useful where we are handling a large number of calls for you for instance in response to a major advertising exercise. The data can then be sent over to you in a format allowing you to input the information automatically into your IT systems. Our New Business Agent will guide you in choosing the most suitable options from the methods below.
- Fax
- SMS / text message
Call forwarding
Another option is that after answering we can transfer the call to a "direct dial number" or "mobile phone".
24 hour call outs
When your call handling instructions require us to we can make a call to a person or several people within your organisation to pass over the details of your call.
- See call centre outsourcing
- More about out of hours call handling
- Call centre and small business telephone answering services
For a bespoke quotation call us free on 0800 694 0 222 or click here
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