Partner with a well-established contact centre with over 17 years experience delivering customer support packages. Call Management is a 24 by 7 Outsourcing solutions provider. We specialise in providing high-end customer support to our clients either on a dedicated agent or shared service basis.
With Call Management as your after hours call centre service provider, you can reduce operating costs and deliver a 24 by 7 support service for your customers on a worldwide basis.
Our team delivers After Hours Telephone Answering Service for a large number of companies including government bodies, software and telecoms providers, engineering companies and the pharmaceutical sector.
We tailor make our services to our clients’ requirements. Your account will be highly customized and you will be assigned a key account manager to deal with all day to day updates & staff training.
Initially, we will formulate and design a procedure in collaboration with you to deal with after hours enquiries. The key elements will be to establish the first call resolution procedure and decide on a strategy to implement for all your after hours calls (urgent and non-urgent) This protocol will be reviewed on an ongoing basis to match the growth of your company and to provide scalable solutions.
In the event of an urgent call, we will follow the specific protocols established by you. We will activate the first call resolution procedure and if we need to escalate to your in-house support team we will initiate the on-call escalation process.
Every interaction will be recorded for quality and auditing purposes with all transactions executed in line with our ISO Accreditation.
Benefits of After Hours Telephone Answering Service:
- Peace of mind for your team
- Your phones answered during nights and weekends
- 24/7 Access to all the calls logged on the online system
- Update clients details in your own system if required
- Increase customer satisfaction
- ISO Certified
- Data Protection compliant
- We have proven experience in dealing with after-hour’s enquiries.
How The Out of Hours / Overflow Service Works
Our After-hours telephone Answering Team:
First we allocate a dedicated Account Manager to your company. The Account Manager will meet with you to understand your products and services, your customers and your current call handling procedures. Next, you divert your calls to us when you can’t answer them e.g. when your line is engaged, when you don’t answer or during specific time periods. We run a trial period where we start answering your overflow calls while you monitor our performance. We quickly get to know your staff, your customers and how you like to work. Once you’re happy that we are managing all overflow calls quickly and efficiently we take it from there, with no fuss and no additional effort required from you.
Our After-hours telephone Answering Technology:
Our call handling technology automatically routes your incoming calls to your dedicated team here at Call Management. One of the team members answers calls in your company’s name, using your preferred script. She will capture and forward any messages for you via email or SMS. Effectively we become part of your business, seamlessly handling calls on your behalf.
We record all calls for analysis and quality assurance. We also provide daily, weekly and monthly reports so you can assess our performance in areas such as initial response time and time-to-resolution.
We can tailor our services to suit your requirements.