Archives: FAQs

FAQs / Featured, Virtual Reception Services

Are all calls answered within Australia?

Yes – if you’re on a MyAssistant or MyDiary plan. For MessageExpress and MyReceptionist plans, the majority of calls are answered by our team in Australia, with overflow support available from our global offices, e.g. in NZ, the UK and the US, during unforeseen peaks in call volumes.

This enables us to ensure your calls are always answered as fast as possible, reducing the risk of call abandonment. We know Average Speed of Answer (ASA) is very important to our clients and one of our key differentiators is that we’re able to answer calls in under 15 seconds, on average.

We hold ourselves to a higher standard than most of our competitors and we’re one of the few answering service companies with a global presence, coupled with enterprise-grade call answering software. This combination enables us to provide seamless global call routing capability for your benefit.

Our staffing levels in Australia are always intended to cover the expected call volumes, however on occasions when no local receptionist is available to answer within an acceptable timeframe the call will be routed to an equally skilled receptionist in one of our global offices. Rest assured, these are also highly trained professionals, who are held to the same excellent quality standards.

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FAQs / Lone Worker

Can different procedures be implemented depending on the worker’s department or location?

Yes. Our customisable service is fully adaptable to your unique requirements and operational procedures. Through our scripting tool, you can tailor filters to route each employee through to their department or location’s procedure. This may result in us requesting additional information from your staff member or contacting a different set of managers/supervisors if the staff member fails to log out of our system.

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FAQs / Lone Worker

What happens if a lone worker doesn’t log out of the system by the expected time?

Our receptionist team will receive a notification of their login details and, unless you have requested an immediate escalation of the issue to your team, will immediately attempt to contact your contractor or employee via an outbound phone call. If your lone worker answers our call, great! We will confirm whether they need to be logged out or if their time needs to be extended. In the event of no response from your employee, according to your procedures, we may attempt another phone call to an alternative number or initiate an escalation process by sounding the alarm with their supervisor or manager so that they can investigate.

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FAQs / Lone Worker

Why would you use a lone worker check-in service?

Companies or organisations typically choose to utilise a lone worker monitoring service to ensure the safety and security of employees or contractors operating in solitary or remote settings, where direct supervision is limited. Its implementation demonstrates their commitment to employee well-being, fulfils legal obligations regarding occupational health and safety, and mitigates potential risks associated with lone working scenarios.

Having workers check-in by a phone call is a risk management solution tailored to the unique challenges of lone working environments, providing real-time monitoring and capacity for emergency assistance when required.

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FAQs / Lone Worker

Will all lone worker monitoring calls be answered in Australia?

Yes! Australian-based receptionists answer all calls relating to our lone worker safety management solution. About 90% of our receptionists are located on the Sunshine Coast in Queensland.

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FAQs / Escalation, Lone Worker, MessageExpress, MyAssistant, MyDiary, MyReceptionist, Virtual Reception Services

How fast will my calls be answered?

We answer all of our clients’ phone calls in less than 15 seconds, on average, which equates to fewer than 4 rings. We take great pride in this, we set the benchmark in our industry and our speed of answer is much faster than the norm.

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FAQs / Escalation

Will all escalation calls be answered in Australia?

Yes! Australian-based receptionists answer all calls for businesses with an escalation service. About 90% of our receptionists are located on the Sunshine Coast in Queensland.

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FAQs / Escalation

Can we regularly change which staff members receive escalation notifications based on a roster?

You sure can! We have a dedicated rostering team who can assist with these requirements. Our team can manage rosters on a daily, weekly or monthly basis to align your service with escalation staff availability. Additionally, we can utilise time-of-day routing if different staff members are assigned to different parts of the week.

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FAQs / Escalation

Can we have different escalation procedures dependent on particular scenarios?

Certainly! We can set up customised scripting to filter your calls to the appropriate procedure every time. For instance, calls about plumbing emergencies can be directed solely to your on-call plumber and calls about electrical issues to your electrician – it’s that simple!

Initially, we’ll assess your caller’s issue type and then activate the relevant escalation process accordingly.

Likewise, we can employ various filters to ensure your messages consistently reach the correct escalation path.

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