Pain Point
Main reception staff leaving and need outsourced support to cover reception and afterhours
Overview:
- The client had their reception and administration person about to take maternity leave
- They engaged us to provide a solution that would help them cover during this
- The Client’s staff member has returned, however have continued with our service because of the efficiencies it has brought them
Challenge:
- The client need was extremely urgent
- They hadn’t considered outsourcing before
Solution:
- We agreed a common understanding of the client’s requirement in a very brief meeting
- We customised a script for business hours and afterhours call-outs and implemented the service within 3 days
- We included a capability for the client to remotely manage their rosters and access reporting 24/7
The final solution included:
- We implemented our Escalation Management Service with dual time scripts so that we could answer asa a reception service during the day and then as a call-out service after hours
- We included our Client Portal for remote access to rosters and reporting
- The client now has peace of mind that they will never miss a call during business hours and that customers with after-hours emergencies are dealt with efficiently
If you’d like to know more about our bespoke Escalation management and Client Portal services,