We understand the need for skilled and experienced call handlers in the facilities management industry to deal promptly with high-priority calls and requests. Assessing and triaging calls is a 24/7 task requiring professional support to extract important information and identify a solution.
Accessing support for routine matters or in an emergency is often required 24-hours a day, 365 days a year. Finding the right people to manage calls and messages for security-related issues can be a challenge in current times of staff shortages and ongoing business pressures, particularly when it comes to covering night shifts and other unsocial hours.
Whether your business requires full support outside of office hours or as overflow/backup to your existing team, The Call Answering Company can tailor a support package to suit your individual business needs.
The actions we currently take for our clients include:
Taking call-out requests from customer, including full details of the issue
Triaging call-out requests to determine which engineer or contractor is required
Liaising with engineers and contractors to relay call-out details
Liaising with customers to provide updates on attendance
Escalating requests to on-call managers, where appropriate
Fielding calls from customers with non-urgent requests
The Call Answering Company is experienced in triaging calls and finding a swift solution following the individual plan of action we agree in advance with our clients. We work within the industry to handle overflow calls, escalate action, or provide a complete call management service.
We provide the reassurance of:
Our hand-picked team of virtual receptionists
The ability to manage busy periods
Unsocial hours support, such as nights or weekends
Understand the complex compliance requirements of the industry
Flexibility to turn support on or off as required
A consistent and professional approach
A competitive edge within the industry where excellent customer service is crucial
NOTE: This cost comparison is based on a busy Facilities Maintenance client for whom we provide a full out-of-hours Virtual Reception Service - answering all inbound calls received outside of normal office hours, taking details of the issue being experienced, relaying relevant details to the appropriate contractor and following up where appropriate.
The service is provided from 16:30 until 07:30 Monday to Thursday and on weekends from 16:30 Friday until 07:30 Monday inclusive, including all bank and public holidays.
Employee(s) Monday-Thursday 16:30-07:30 (each day) from 16:30 Friday to 07:30 Monday (incl.)
Average UK Annual Salary £22,000
Overheads - £11,000
employer’s NIC & pension contribution
cover for holidays, sickness, maternity and paternity leave
wasted/unproductive time (incl. breaks, socialising, sickness, etc.)
equipment, furniture & maintenance
easier to supervise
other tasks can be undertaken
only working in your business
Average Weekdays per year = 261
Average Productive Days per year = 156
ANNUAL COST for 1 FTE
(based on 40 hours per week)
NOTE: A minimum of 3x FTE will be required to cover the above hours
Outsourced Virtual Reception Service Monday-Thursday 16:30-07:30 (each day) from 16:30 Friday to 07:30 Monday (incl.)
Average Annual Cost £4,317
Overheads - £0
No salary uplift for unsocial hours
Access to a whole team
Experienced call handlers
No downtime (leave/breaks)
No employer responsibility
Fully trained on your business
Calls answered in business name
For a fraction of the cost of in-house employees, you will have access to an entire team of experienced, friendly and professional virtual receptionists, who will answer your calls as if they were part of your business.
Average Weekdays per year = 261
Average Productive Days per year = 261
TOTAL ANNUAL COST
Find out how we can save you money through our cost comparison tables