Office Hours Telephone Answering Service
Since our establishment in 2001 Call Management has offered clients a variety of telephone answering services during office hours tailored to meet different needs. Our in-house team acts as a seamless extension of our client’s operations.
Call Management’s receptionist cover acts as an in-house resource to answer your incoming transactions. All calls are answered in the client’s name and using a predefined script. Our frontline team will capture customer details that are most important to you. Our receptionist cover services include:
- Message taking;
- Switchboard services;
- Escalations to our client’s in-house team;
- Lunchtime cover.
We support our clients through an overflow support service during periods of high volumes and transactions. This service is fully integratable with our client’s preferred system and in-house team. Our in-house team places an emphasis on First Contact Resolution (FCR) across each transaction to enhance customer satisfaction.
Ad Hoc Cover
Our team can support your ad hoc needs including holiday, maternity, and sick leave cover. This service ensures that your customers are always supported regardless of the circumstance. Our management team aims to provide fast turnaround times to implement any Ad Hoc cover requirements ensuring that services are uninterrupted for your customers.
Many of our clients that experience seasonal fluctuations partner with Call Management during their peak periods of the year to manage the influx of transactions. Our seasonal support is available on both a dedicated and shared basis. Numerous clients from the retail sector opt for a shared agent model during quieter periods and request a dedicated team in the lead-up to busier periods including Black Friday and Christmas. Our focus is to meet client requests with maximum flexibility.