24 Hour Call Management Services
Introduction

Whether you want us to work with you to capture sales leads from advertising, taking orders for your mail order campaign, handling critical customer support calls or simply taking messages while you are not available…we can help.

For many organisations there is a business critical importance as well as commercial benefit to ensuring calls are answered 24 hours a day.

Office Response works closely with companies that need a reliable, trustworthy and process driven call-management supplier to share best practise. Such organisations include:

• Local Authorities
• Emergency Services
• Facility Management companies
• Housing Associations
• IT and System Support companies
• Legal Professions
• Utility Providers
• Primary Care Trusts & Heath Practitioners
• Security & Protection companies
• Global Companies

As one of the few 'pure' 24 hour call management companies in the UK, we have developed credibility and recognition in this specialist area by continuously improving and developing our services

Call Outs & Transfers

Working alongside you we will develop procedures that ensure that every ‘call to action’ is professionally managed. This includes calling engineers or support contactors on your behalf, monitoring the caller’s needs by giving updates of requests and transferring calls to escalation staff. We use either state-of-the-art in-house IT systems to manage these processes or remote access through web portals to capture data and information directly into our customers’ systems. Security services such as Lone Worker procedures and calling customers back at scheduled time delays ensures you have total peace of mind that you are protected.

Rota Management

Our systems allow for rota integration either on a scheduled basis or ad-hoc as required. This means that we call the right person dependant on the callers needs. Using your procedures, and sharing our expertise and knowledge in this area, we can provide a total rota management solution at a fraction of the cost of stand alone products.

Helpdesks

Our dedicated overnight team of agents are highly trained and coached in customers systems and technology. Our ethos has always been “it’s not who handles your call – it’s how the call is handled” and this approach relies on our customers working with us to ensure the right information is on hand at all times. Call Scripting software then feeds the correct information to agents whenever they need it. If required we can use your CRM or Helpdesk platform via web-access for real time data management.

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