It can cost a lot of money to maintain good customer service. Especially when you’re a start up business, operating on a tight budget. With these virtual switchboard services you can maintain good customer service levels, for a low cost. Here’s a selection of services available from Call Center. Call distribution (£5 a month) Call […]
It can cost a lot of money to maintain good customer service. Especially when you’re a start up business, operating on a tight budget. With these virtual switchboard services you can maintain good customer service levels, for a low cost.
Here’s a selection of services available from Call Center.
Call distribution (£5 a month)
Call distribution service can be very beneficial to your business as you can choose where the incoming calls are redirected to and when this happens as often as you want. So if the called number is busy or unanswered the call will be automatically redirected to another line.
You can even choose where calls are redirected depending on the time of day or the day of week. For example, you can choose calls to go to your office from 9am to 5pm and outside of these hours to be redirected to your mobile phone. Maybe even a different number for bank holidays and weekends
At busy times you can set up the redirection by percentages, so for example you can have 60% of calls to go to one line, 30% to another and remaining 10% to another.
You can even have it routed to multiple phones so they all ring at once, so that any available agent can pick up the call.
Call recording (£5 a month)
It’s become ever more important for businesses to record its phone calls. Recording every telephone conversation between the business and its clients assists with customer disputes and also monitors employee performance.
Once the call is finished, a recording of the call is sent to your email inbox as an audio MP3 file together with the caller’s number and the time and date. There is no limit to how long the calls can be and you can change the destination email as often as you like.
When customers call in they are played a short message that usually says ‘please be advised that calls to this number may be recorded for monitoring and training purposes’. You can choose another message if you would like.
Call screening (£5 a month)
Our call screening service lets your team know who’s calling before they answer. So when the incoming call is connecting, you will hear a ‘whisper’ telling you where the call is coming from, so you can handle the call appropriately. For example, if a number you are using is for specific promotions or it’s for a separate business, then with call screening, you will know how to answer the query straight away as it will tell you which number has been dialled.
Call tracking (from £19.99 a month)
With call tracking you can precisely see where all your incoming sales calls are coming from, so then you will know how best to implement different marketing campaigns or advertising media to generate more incoming calls.
You’ll simply be able to monitor in real time via your personal online portal, all the key data which can help you improve your business and lead to a more cost-effective method of advertising.
Greeting messages (£25 a month)
It’s always best to create a great first impression when a customer calls in and you can do just that with our greeting messages service. You can create your own greeting message, so when customers call in, they are greeted professionally with a customised welcome message.
You can record one yourself or one of the team at Call Centre can record it for you. We can also commission a professional voice artiste on your behalf. Naturally, it’s entirely up to you what your greeting message says.
Post call survey (£25 a month)
This can be a big help in monitoring your business’s customer service levels. It’s always great to see what your customers thought of the service you provided, and you can make sure that you’re offering good customer service and a satisfactory experience.
After the call is finished, the customer is then connected to an IVR menu where they will be asked a short series of questions. They will respond by simply pressing the relevant numbers on their keypad.
Virtual Switchboard (£5 a month)
With a Call Center virtual switchboard you can automatically direct your customer calls to the correct department instantly and efficiently.
When calling in, customers are greeted with a voice recorded menu asking which department or service they’d like to be put through to. For example ‘press 1 for sales’, ‘press 2 for accounts’.
The menu that your customers hear is fully customisable, you can record the audio yourself or by one of the Call Center team. You can offer as many options as you like so your customers get transferred to an advisor that best suits their needs. The destination number the calls are routed to can be changed as often as you would like.