We believe our new business team is the start of our quality control. 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. However our focus is specifically on the people who will answer your calls and we are including a resume of our processes;
Mystery Shopping
Office Response carry out regular Mystery Shopping on our own service to ensure the high standards we set for ourselves are actually being achieved, a snapshot of our Mystery Shopping criteria is below.
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 must successfully 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 confirmed back to callers to check accuracy, we also 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 consistently high levels of service is to staff at a high level 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 ) this enables us to relate our staffing levels to the projected call density and hence maximise our call handling efficiency.
» Small business & 24 hour telephone answering services
For a bespoke quotation call us free on 0800 197 0314 or click here
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