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Do You Provide True 24x7 Operations?
Yes we do. All calls are taken by our own centre, 24 hours a day and are not outsourced. We have a team of operators on throughout the early hours, there is always a supervisor and a separate customer service team to ensure that calls are being handled in appropriate time scales and calls requiring further actions are being dealt with promptly.
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What if I don't have an office but I don't want my callers to know?
We can be your "virtual receptionist," your "marketing department" or your "customer service centre" - whichever you prefer! Callers don't need to know that some or all of your calls are being diverted to us.
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What kind of ongoing support can I expect?
Your ongoing support occurs on several levels. On a day to day basis, you will have close personal contact with your dedicated account manager. As campaigns progress there is always the need to review progress and make necessary changes. This special relationship allows this to occur in a timely manner.
On a strategic level, you will have the close liaison of one of the company directors to ensure that, although your call handling has been outsourced, you can consider GoResponse as an extension of your business.
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How do I set the service up?
We provide you with a unique telephone number. You can then either publicise this number to your customers and in your advertising, or simply divert your current number to this line. Standard BT services allow you to divert and un-divert your phone simply by using the keypad. Once diverted, all calls are answered courteously, professionally and of course in your name by our trained staff.
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Can I routinely make changes to my call handling workflows?
Absolutely. Your changes can be implemented quickly when required thanks to the investment into "best-of-breed" call centre technology.
Minor changes can be pushed through quickly if required; and our training staff will be involved for larger scale revisions to ensure service delivery remains consistent.
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Can I decide when to divert my calls to you?
Yes. You can either divert all your calls to us, calls that are unanswered after 15 seconds, or calls made when your line(s) are engaged. You can divert and un-divert calls as many times as you wish during the day.
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Can You Provide IVR Systems?
There's a wide variety of IVR solutions available, including both single and multi-level IVR's. You can also take advantage of options that allow integration with your systems (e.g. client enters their support number and PIN and it validates their support contract with you in real time).
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What happens out of office hours?
Out of office hours you can either stop diverting your number to us, or else have your calls answered by your personal voicemail. Your voicemail box will have a greeting personalised for your company, which you may change as often as you require. If you decide in the future to upgrade to a 24 hour service then we can make that easy for you - just speak to your account manager about this.
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What MI Is Available To Me?
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How do I receive my messages?
There are a number of options and we can tailor the service according to your specific needs. You can choose whether we forward messages to you by email or text message.
You can also decide whether to receive your messages in 'real-time' or by daily summary reports.
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What About Disaster Recovery?
Continued investment into disaster recovery means that you will benefit from robust and continual service even in an emergency situation.
Along with facilities that you'd expect such as UPS, data stored on RAID arrays, offsite backups, perimeter antivirus and secure VPN, you can also benefit from:
> Two call centre sites (from April 2008) with real-time failover between sites
> Co-located failover servers for the phone system and ACD
> Twin National Grid power feeds into the UK site, with onsite backup power generation
> Twin independently supplied Internet feeds on both sites
> 24x7 System monitoring and alerting
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What happens if more than one person rings at the same time?
We ensure that we have enough operators available to handle all calls. Our average response time is under 10 seconds. Our target is to answer 80% of calls in less than 20 seconds. In fact, on average, we exceed 90% of calls being answered in less than 20 seconds.
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Can You Provide Email and Website Response?
Yes, current offerings include phone, email, web chat and integration with your website.
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I divert my calls to my mobile if I can't take them. Why should I change?
You have to pay for the cost of a call from the landline to the mobile. If the call is 7-8 minutes, it's probably cheaper for us to take the message and for you to follow it up! Mobiles also lose reception and are an unreliable way of handling new business enquiries. if you are in a meeting, you will typically have your mobile turned off. With over 70% of callers refusing to leave messages on voicemails, you could be losing business to your competitors.
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What Are Typical Lead Times For Service Implementation?
Normally we can set the service up within 1-2 weeks, depending on the complexity of the service requirement.
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Can you handle large call volumes?
Absolutely. We have up the ability to handle 1000's of calls a day, every day of the year. We currently provide call handling services for many household brand names. Please see our Corporate Services section, or call on 0800 043 0443 if you'd like us to handle in excess of 3000 calls per month.
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What About Capacity?
We have up the ability to handle thousands of calls a day with load balancing available across the two sites. We currently provide call handling services for many major brand names.
Utilising advanced Workforce Managment systems, every CSR shift is optimised to meet demand and keep service levels consistent throughout the day.
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