We provide a telephone answering, live chat and virtual back-office support service.
We’re not an impersonal call centre and have absolutely no interest in becoming one. We’re very much a family-run business, being myself (Sam), my husband Andy and my daughter Emilie. A couple of our team members have even referred to us all as a “little work family”. We’re also proud to be on a first-name-basis with all our clients.
Your calls are answered in your name so your customers won’t know that their call has been routed to a third-party unless you choose to tell them.
Our service is available Monday to Friday during office hours or 24/7 and we are open 365 days a year. If you don’t need regular support, we also provide holiday cover, an overflow service to help out during your busier periods or even as your emergency/disaster plan. If you don’t need us to answer your calls outside office hours, but you still want your calls to be diverted to us, we can set up a personalised OOH voicemail for you – you’ll receive an instant email notification with the audio file attached to it.
There are various methods to notify you of your calls, including instant email, text message or having calls transferred through to you if you prefer. We can set up a “VIP” list where we have instructions on how to deal with specific callers and, likewise, we have an “ignore” list, where calls from specific numbers can be ignored. We also filter out sales calls wherever possible.
In terms of the types of messages we can take for you, these can be a simple “name, number and brief message”; we can answer your customers’ FAQs; take them through specific questions you need to ask; process orders and/or payments; access your online diary system to book/cancel/rearrange appointments OR log into your own CRM to add caller info and provide emergency OOH support.
We have clients from all business sectors ranging from SMEs through to larger corporations.
We charge ‘per minute’ and offer “minute inclusive” monthly packages or PAYG. That being said, it’s rarely a case of “one size fits all” and we’re happy to tailor the service to your specific requirements.