John Miller, Director, Spin Advertising & Design, Christchurch
K Smith, Wellington
P Mason, Blenheim.
Kate Bacon, Bacon Planning Group.
After talking with Call Care, the solution was to divert his calls to Call Care when the line is either busy or not answered. The call is answered in the company name; a message is taken and then e-mailed, texted and/or faxed to the office for him to respond to. This makes his business seem bigger because he has more than one receptionist.
The service used here is Call Care LITE, a simple and cost effective solution.
The solution was to have calls diverted to Call Care. Urgent jobs are paged directly, or the caller is transferred to the company cell phone. For all other calls, messages are taken and either paged out directly or e-mailed, texted and/or faxed to the company.
Now Call Care collects all details of after-hours calls, and passes these to the correct rostered on-call person. Early in the morning, before the main reception team arrives and the vehicle workshop is open, calls are connected to service manager.
All motor vehicle Sales calls are connected to the Sales team directly.
After-hours Parts calls are texted to the duty phone, and a confirmation text sent to confirm receipt of the call.
Another convenient feature – if Jimmy the apprentice panel beater rings in sick at midnight, this message is called through at 7.30 am when the Panel team arrive.
A record of all non urgent messages for the next day, and call-outs, is emailed to the office to action the next business day.
The solution was to divert calls for Call Care to answer. Call Care then locates the agent requested, by land line or cell phone or text message, or uses an allocated on-duty agent if the agent requested is unavailable.
The firm also wanted to broadcast text messages to all sales consultants regarding up to date offers, which Call Care accomplishes quickly and well.
Call Care's solution was to provide a 24-hour seamless service: answering all calls in the company’s name and transferring the caller with introduction to the appropriate staff members.
If the staff member is unavailable or it is after-hours, Call Care takes a message and passes it to the staff member via e-mail, fax or cell phone text message
In a remarkably short time, Call Care got to know the company and its business, so were able to handle callers with considerable aplomb. Call Care also supplied the company with call data that they would not have had access to before, making for easier and more accurate management decisions.
They found the call recording option to be an excellent addition too.
Messages were accurate, and using Call Care enhanced the firm’s reputation with its clients. Clients got the impression that the firm was substantial and more capable of handling bigger jobs.
