Absolutely. We can implement time-of-day procedures to ensure that escalations occur only during specified periods, such as after hours and on weekends. However, if you require all calls to be escalated at all times, we can accommodate that as well.
Yes. Our customisable service is fully adaptable to your unique requirements and operational procedures. Through our scripting tool, you have the ability to implement tailored filters, ensuring that only the calls warranting immediate action are escalated. Call filters may include factors such as:
When calls do not meet the escalation criteria, the receptionist may:
Escalation management in conjunction with a call answering service is designed to ensure urgent matters can be dealt with as fast as possible. This involves the implementation of customised processes to meet the requirements of your business or organisation, but essentially requires your nominated team members to confirm when notifications have been received to prevent a call or issue being escalated any further.
You specify the personnel, sequence and contact methods (such as SMS, email or calls) for escalation notifications. Our receptionist will then follow up on these calls, halting the escalation process upon receiving confirmation from your team member (through verbal reply or SMS) that a notification has been received.
Whether it’s a straightforward escalation of all calls or a more nuanced process, such as involving receptionist-led evaluations to determine severity, the service ensures efficient handling of incidents.
Please contact us for more information on our international services.
Transferring calls to OfficeHQ is easy. To have our team of virtual receptionists answer your calls, simply:
For more information, check out our article Forwarding Your Business Phone to OfficeHQ’s Reception Team, which outlines:
Yes! OfficeHQ is a privately-owned Australian company. Our head office is on the Sunshine Coast in Queensland, with about 90% of our entire Australian team – including our virtual receptionists – based in that region.
Our telecommunications network extends to 66 telephone exchanges, giving us the largest range of local numbers of any Australian virtual reception services provider.
Yes, we have operations in Australia, New Zealand, the United States and the United Kingdom. We also service Canada and some parts of Europe.
Please contact us for more information on our international services.
The email address to login to your client portal is usually the same as your OfficeHQ billing email address. Please try entering the email address used for your OfficeHQ invoices and if you’re still unable to login, please contact our friendly customer service team at support@officehq.com.au.
Yes, your tools are our tools. Our receptionists can take messages and book appointments in the business software you already use, including calendars and appointment scheduling tools, practice management software, customer support platforms, collaboration tools and CRMs or webforms for lead submission. Please see the list of tools we currently support.
Yes. Once you’ve chosen your preferred virtual address, we can allocate a phone number with an area code to match. You can choose between a local, regional or national phone number and either answer your calls personally, by diverting your new number to your mobile or business phone, or have your calls answered by our virtual receptionists. There’s no lock in contract, no credit card required, and you can cancel any time. Simply contact us to discuss the best option for your needs.
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