What issues/problems were you facing with your phone answering?
We needed a really special and flexible phone answering partner. Who can manage calls 24/7, and at volume, whilst maintaining clear call answering SLA. Crucially, our call centre partner needs to be very focused on detail, and train their team to be empathetic, intuitive and responsive. Our core service is the delivery of a 24/7 counselling helpline service, and our call centre is at the front line taking calls from a wide variety of callers, some of whom are distressed and anxious. The Call Answering Company has been an outstanding partner and has met all of our requirements, and exceeded them.
What made you choose The Call Answering Company?
The Call Answering Company were recommended to us by a business contact who knew we were not 100% satisfied with the service from our current provider. As an owner-managed family business, The Call Answering Company are passionate about quality and detail. I am confident we always get 110% service from their team.
How has The Call Answering Company helped?
Our business provides an Employee Assistance Programme to national and international companies, whose employees contact our helplines to access emotional support and practical advice.
The team at The Call Answering Company act as the main point of contact for calls into all of our 24/7 helplines as well as manage overflow calls for our head office. They process calls by adding callers’ details into our management portal and allocating appropriate appointments. Due to the nature of our business, the team may have to deal with callers who could be distressed, anxious, worried or angry and they treat these callers with the appropriate levels of sensitivity and empathy.
The Call Answering Company work with us to ensure that all calls into our helplines and main office are dealt with promptly and efficiently. The service they provide is extremely reliable and Sam or Emilie are always available to speak to us if ever there is an urgent issue, e.g. a customer needs us to provide an emergency support service to their employees.
What have been the benefits to your business?
The team at The Call Answering Company are available 24-hours a day, 365 days a year which means we do not have to employee our own in-house staff to monitor our helplines or worry about staff absences, which provides us with both a significant cost saving and confidence that our business is supported at all times.
Steven Stanbury, MD Wellbeing Solutions