Virtual Switchboard Phone System

Maintaining good customer service is essential if you want your business to be successful and gain positive reviews, but this can be very costly especially if you are a start up operating on a tight budget. Here at Call Center we offer virtual switchboard services that can help your business save money while at the […]

Virtual Switchboard Phone System

Maintaining good customer service is essential if you want your business to be successful and gain positive reviews, but this can be very costly especially if you are a start up operating on a tight budget. Here at Call Center we offer virtual switchboard services that can help your business save money while at the same time still offering good customer service.

Greeting messages

 It is 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 a greeting message, so when customers call in, they are welcomed professionally with a customised message.

You can record one yourself or one of our team here 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. 

Call distribution

Divert on busy or no answer– 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 engaged or unanswered then the call will be automatically redirected to another line.

Time of day routing– 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

Percentage routing– 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. 

Virtual switchboard IVR  

With a Call Center virtual switchboard system 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 Centre 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.

Call Whisper 

Our call whisper service alerts your team to the nature of the call 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 our call whisper, you will know how to answer the query straight away as it will tell you which number has been dialled.

Call tracking

With call tracking you can precisely see where all your incoming sales calls are coming from, so you will know how best to implement your marketing campaigns and budget to generate more incoming calls.

You’ll be able to monitor in real time via your personal online portal all the key data which can help you improve your business, leading to a more cost-effective method of advertising.

Call recording

Our call recording service helps businesses should they are ever involved in a customer dispute or they need to monitor employee performance.

Once the call is finished, a recording of the entire call is sent to your email inbox as an audio MP3 file together with the caller’s phone 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.

Post call survey

This will give you an insight to how your customers feel about the way they have been looked after,  service levels and general satisfaction. It’s always great to see what your customers thought of the service you provided, so you can make sure that you are 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 can respond by simply pressing the relevant numbers on their keypad. 

Call answering service

People rarely leave voicemail messages when calling to enquire about your businesses product or services and its likely they will not call back at all if your phone line is busy or unanswered. You could be missing out on important sales and new customers, which when starting a new business is really the key to success.

Here at Call Center we offer a professional call answering service, so when you are not available to respond, your telephone calls can be directed to us where we will answer your business phone calls in your company’s image.

If you would like to find out more about any of these virtual switchboard services, call us free on 0800 357 678 or click here to read more.