Handling Missed Calls & Poor Customer Experience
Overview: The client had an existing contact team of specialists handling business hours calls, however after hours calls were not catered for, resulting in a poor customer experience The calls
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Maintaining a high level of empathy with customised greetings
Overview: The client had a 24/7 helpdesk service with complex call flows to respond to family members It was imperative for the client that callers where aware that their call
When winning new business requires a new contact centre to be up and running in less than a week
Overview: The client needed a new inbound number and after hours contact centre for a new contract they had just won They engaged us to provide a 1800 and contact
As you get busier, you need to minimise new callers interrupting your work throughout the day
Overview: The client was becoming increasingly overloaded with calls to their mobile, which was taking more and time from them to get their work done They engaged us to provide
A white label solution to grow your capabilities and revenue potential
Overview: The client needed an outsource partner to assist with adding live answer services to their product and services range They engaged us because we had the platform that provided
When you’re outgrowing your technical support capacity and considering whether an offshore solution is viable
Overview: The client was inundated with request for technical support due to growing business The support requests required remote (offsite) support, so could be delivered from anywhere where there was
When your people are missing calls for new business because they’re busy with customers
Overview: The client had beauticians either too busy to take calls because they were performing services or they were not busy at all They engaged us to answer their calls
When you need to communicate by bulk SMS simply and efficiently
Overview: The client had an extensive organisation requiring the ability to send bulk SMS messages with urgency at any time Challenge: The staff list was confidential and could not be
When you’re not confident your SMS communications are getting to the right people
Overview: The client had an extensive organisation requiring the ability to send bulk SMS messages with urgency at any time They had an existing service limiting optout functionality and which
When your business changes, but you can’t change your phone number
Overview: The client had just sold off a significant part of their business to another company They had the one advertised number They engaged us to provide an IVR (Interactive
Multiple 1800 and Freecall numbers answered by the same contact centre
Overview: The client needed 1800 and Freecall numbers in Australia and New Zealand These numbers would need to be answered by the same contact centre They engaged us to provide
When you need a freecall number in multiple countries for a short-term initiative.
Overview: The client needed specific inbound numbers for a once off short-term project. These numbers were to be advertised in emails and mailouts These numbers were to be Freecall to
A 24/7 hotline for call-out with multiple numbers, individually personalised to the service.
Overview: The client needed specific 1300 numbers for each of their clients. These numbers would terminate on an afterhours call-out service They engaged us to provide not only the 1300
When you need a 24/7 hotline that’s personalised
Overview: The client needed specific 1300 numbers for each of their clients. These numbers would terminate on an afterhours contact centre They engaged us to provide not only the 1300
When your current VOIP solution has poor call quality
Overview: The client had a VOIP solution in place for their business of 20 plus employees Their system was originally purchased on the cheapest price and subsequently found wanting with
When you need quality control reviews for continuous improvement
Overview: The client had a 24/7 helpdesk service with complex call flows These flows involved multiple decision points in order to resolve the call efficiently. They engaged us to enhance
When you need to validate your after hours service calls
Overview: The client had an after hours call out service whereby callers could request urgent attendance without paying up front This was resulting in high costs being incurred without recovery
When you’re missing sales opportunities because calls are taking too long to be answered
Overview: The client could not always get to their callers quickly The client had been experiencing high rates of customers hanging up prior to their call being answered They engaged
When you need to set up an urgent hotline
Overview: The client needed a new inbound number for a new initiative they had to launch amongst their business network. This number would attract new call types that needed also
When you need a cost-effective answering solution for your new business
Overview: The client needed an answering service for their new business They were apprehensive to launch straight away with a Live Answering service yet wanted to get a number they