Please find below our most frequently asked questions (FAQs)
1. Can you manage my outbound calls as well?
OR offers a range of outbound services to help communicate with your customers and get the right answers to drive increased profits and customer longevity. Like all of OR services, our outbound strategies are bespoke to your needs. We will discuss your required objectives and work with you to deliver a strategy capable of achieving them. The strategy includes customised training and application set up, getting the right agents to manage the outbound calls, full Management Information reporting and a built in review period.
2. How do you monitor the quality of the agents answering my calls?
Regular agent coaching is carried out by our team leaders to ensure we maintain the standards our clients expect. Team Leaders are also benchmarked regularly to guarantee consistent best practice. We also carry out regular Mystery Shopping on our own service to ensure the high standards we set for ourselves are actually being achieved. All feedback from this activity is disseminated through the business to continuously improve quality standards.
3. How quickly will you answer my calls?
Office Response currently answers over 96% of all calls inside 20 seconds and most of these calls are answered within 3 or 4 rings. This percentage is exceptional for any telephone answering service and is much higher than most businesses achieve in house. To ensure that we have the resources and planning available to answer your calls you would have a number of calls/minutes included in your tariff which is in line with your current call volumes. By allocating a number of calls/minutes to you we can use this information to help us to gauge our expected call volumes.
4. How will the agent know what to do with my call?
Before we start to handle your calls, our agents are trained on your script so that they know exactly how to handle them to the highest standard. When your call arrives your personalised script will automatically open so the agent knows exactly how to greet your caller, we also use ‘whisper technology’ so that the company name is ‘whispered’ to the agent before the caller comes through. This is particularly useful for businesses with names which may be difficult to pronounce.
Before we take any calls for you we will work with you to develop a list of call options based on your requirements, which will be displayed to our agents on the front page of your scripts. The agent also has a link to your personalised FAQ’s section which contains basic information about your company. This means that at any point during the call the agent can answer basic questions about your company, such as your opening hours and website address.
5. When can you answer my calls?
Office Response operates a 24/7 Telephone Answering Service, but we appreciate that not all customers accept that they may benefit from ‘round the clock’ assistance. Therefore we have 3 base levels of coverage available:
Our Business Hours package is aimed at clients operating normal working hours. Our agents are available to answer these calls Monday to Friday between 8am and 6pm, allowing for those working slightly longer days.
Our Consumer Hours package is designed for businesses supplying products or services, such as retail outlets. For the convenience of their customers, our agents are available to answer these calls Monday to Friday between 8am and 10pm, and at weekends from 9am until 5pm.
For complete peace of mind that calls can be answered around the clock, our 24 Hour package is available. This is ideal for those customers with an International client base or those who provide a support service
6. How much does the service cost?
Whilst our most basic service starts from just £2/day one of the great benefits of OR is that we build bespoke solutions according to your needs and budget. Call our Business Development team today on 0845 223 7004 and they will happily provide you a no-obligation quote based on your business needs.