Call Services

For clients such as ticketing services and booking lines, which may receive tens of thousands of calls the minute in-demand tickets go on sale, a queuing message can provide a professional way to keep callers waiting – and upsell subsequent events as they do so.

As soon as a caller connects, a queuing message announces their position in line and the expected wait time. Some of our clients choose to produce their own audio: others ask us to outsource production to a professional voice actor or record a solution in-house.

With auto answer, callers simply select the service they require using the keypad on their phone. For example, option 1 – sales – might direct to your sales team, option 2 – accounts – might direct to your finance team, and option 3 – orders – might route through to our operators.

We can record audio for you in-house or outsource it to a professional voice actor – or, of course, you can provide your own recording. Our system allows complete control of messages and diverts.

Whether supporting your own reception team, liaising with customers and suppliers, or managing callouts, our systems can pair seamlessly with your own systems. That means our agents can patch callers through to an individual department, a direct line, or a team member’s mobile, as and when required. The effect is as professional and seamless as a call transferred from your own reception.

Like auto answer systems, interactive voice response systems interact with callers to gather information and route calls to the correct recipient. However, instead of using the keypad, the caller speaks their answers into the phone.

We have the capacity to build and manage IVR systems covering 50 options or even more. However, current research shows that the vast majority of customers prefer to speak to a live operator.

A “click to call” button can maximise a website’s potential and convert surfers into callers. Once the customer clicks the button and submits their number, an automated callback connects them to our operators, maximising your site’s potential.

A web-based, paperless fax system – eFax – comes as standard with any fax number, enabling you to send and receive faxes directly to your inbox. Faxes arrive as email attachments and remain stored on our network for 90 days as standard (this can be extended upon request), and on your server for as long as you choose.

Where required, we can include a personal mailbox for each of your staff members, and store all messages on our network. You can opt to receive recordings by email or access them remotely from anywhere you choose.

For any organisation which uses multiple numbers or a menu system, it is critical that the individual who answers the call is correctly prepared.

With caller declare, your staff know which number and which business sector the call is directed to, enabling them to make the right impression from the start.

When staff are constantly on the move, a pre-programmed divert can save your organisation from losing vital calls.

Calls can divert to different numbers or different messages across various time periods, or try as many as three separate numbers before diverting to voicemail. For small businesses in particular, this service can be invaluable.