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.
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.
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.
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.
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.
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:
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