virtual switchboards - call answering

Virtual Switchboards - Call Answering Services - Inbound Call Centre

Virtual switchboard and call answering services catch all the calls - let us answer your telephone 24 hours a day, 7 days a week, 52 weeks of the year from our UK call centre.

Here are some examples of the inbound services that we offer:-

Answering Services / Message Taking / Virtual Receptionist more...
Order Lines more...
Media Response more...
Dealer or Store Locators more...
Disaster Recovery more...
Financial Service Applications more...
Recruitment, Holiday and Sickness Cover more...
Brochure Request more...
Ticket Hotline more...
Instant Divert Facility more...
Incident / Event Logging / Contact Centre more...
Telephone / Broadband Fault Reporting more...
Call Answering / Virtual Switchboard more...
Accident Reporting and Management more...
Coupon Handling more...
Charity Fundraising more...

Message Taking / Virtual Receptionist

Our professional PA answering and message service will ensure you don't need to miss any calls ever again. Our operators will forward the information direct to you, working from your own bespoke script. Ansaback can also act as a virtual receptionist, transferring your calls through to the correct departments.

Order Lines

Have your own dedicated sales team answering your calls to take all of your orders. Our articulate and experienced telephone service agents will inform your customers of any special promotions, take customer details and requirements and accurately process the information using secure online web access and order forms, created to fit your exact requirements.

However much you spend promoting your business, it's a waste of your own resources if you don't make is easy for your customers to buy your products or services. By using Ansaback, you can offer a telephone service that allows them to pick up the phone and order when it is convenient for them, 24 hours a day. This ensures not only that your customer gets every opportunity to purchase, but also that you get every opportunity to collect the important profiling data, which will help you target other potential buyers.

Remember, there's nothing more likely to lose your customer than a recorded message. We can answer your calls promptly, in your company name and process the order ready for you to deal with as necessary.

Media Response

Calls may be generated from press coverage, magazine advertising, radio or DRTV (Direct Response Television Advertising). However much you spend on any marketing promotion, it's a waste of your budget if you don't make it easy for people to respond. - This means offering every opportunity for your customers to call when it is convenient for them which is often outside normal working hours. Using our 24/7 answering service ensures not only that the customer gets every opportunity to order, but also that you can collect all the important profiling data, to help you target other potential buyers. Our combination of live call centre response, IVR (Interactive Voice Response), payment processing and data capture facilities, provides an efficient, accurate and comprehensive solution suitable for any size publicity campaign.

Some of Ansaback's current media response campaigns are: Charity donation lines,competition lines, mail order, DRTV, brochure request and information lines.

Dealer or Store Locators

Your customers want to know where you are. Ansaback operators can provide location, opening hours, telephone numbers, and driving directions support 24/7. In addition we can give out any information such as the range of goods available in any given location.

Disaster Recovery

It's not a pleasant thought, but disasters can occur. Have you considered how you would contact key staff in the event of a fire or flood? Or an event that prevents staff access to your business premises? Or an equally devastating problem, like a network failure? Such a disaster would significantly affect your company's ability to operate normally.

Ansaback can work with you to formulate a telephone contact plan, which can be activated with one phone call in the event of a major emergency. We can ensure that all relevant staff are briefed and provide regular updates to the designated disaster manager. We can also provide emergency switchboard facilities and our operators can make calls to key clients and business partners to advise them of temporary communications arrangements.

Our disaster recovery service is a cost effective way to reassure your customers and for your own peace of mind. The cost of implementing the plan is often covered under your insurance policy.

Financial Service Applications

Allow us to take the initial application ready for you to credit check. Your script will be customised so the questions you want asked are put to the caller. The screen is tailored to capture as much or as little information that you require. We have substantial experience within this industry and can help with clients prepare scripts.

Recruitment, Holiday and Sickness Cover

Ansaback can also provide tactical support for periods when your own resources are depleted or overstretched, or when you don't want a sudden increase in demand to detract from your customer service capacity.

You may be planning a recruitment drive; the last thing you want is a flood of calls from applicants tying up your phone lines, making it difficult for customers to place orders or make enquiries.

Ansaback can also help with holiday or sickness cover. Temporary staff can be costly or unreliable and often require valuable time training them to ensure they are able to deal with your calls effectively. With our personalised service and your bespoke script in place, you can call on us whenever you need to boost your telephone answering capacity, trusting us to represent your company in the most professional and effective manner.

Brochure Request

Any customer making the effort to request your brochure by telephone is a hot prospect, but they're not yet a buyer, so it's vital to create the right impression if you want them to have the confidence to follow up on their initial enquiry. Our experienced operators will present the right image for your company, efficiently, accurately and politely taking the caller's details. We will then ensure that a brochure is dispatched as quickly as possible, including a standard letter on your headed notepaper if appropriate.

Ticket Hotline

Whatever the nature or size of your event - from an auction preview to a pop concert - our hotline facility provides efficient service for single ticketing, subscriptions and season tickets. We also have the ability to integrate your database with our booking system, providing 'real time' availability checking and booking.

Instant Divert Facility

Divert calls to us quickly and easily, whenever you are too busy to take more calls, on the phone, in a meeting or out of work hours. On joining the instant divert service, you will be given your own DDI (Direct Dialler Identification) number on our exchange. Each DDI number is programmed with your company name, which automatically appears on the operator's screen when a call is diverted to the service. As well as answering the call in your company name, the operator has access to the agreed company script, containing all the relevant information and procedure options.

Incident / Event Logging

We offer call centre services for a wide range of incident and event logging applications, including attendance checking for night staff, reporting on employees' driving standards and monitoring of the sick or elderly. Quality control and performance standards of staff or sub-contractors can be monitored effectively and at a low cost.

Telephone / Broadband Fault Reporting

Ansaback's fault reporting service is constantly updated to meet the individual requirements of each of its many Telecoms clients. Most of our call centre operators are trained to answer calls reporting line faults to Openreach, Carphone Warehouse Networks, Telstra and others.

We also support private circuit faults, system faults and NGN (Non Geographic Number) faults. In addition we also have scripts for ADSL / Broadband fault reporting and mobile faults. Scripts and workflows act as a troubleshooting guide, with each question having a relevant answer or action associated with it.

Our line reporting service is running very successfully and our experienced operators are very familiar with the many different scenarios that they are faced with on a daily basis. In order to effectively manage the faults and liaise directly with the customer, we regularly review and update the literature used by our faults team.

Ansaback are recognised as a TPI (Third Party Integrator) by Openreach, helping to provide WLR3 support as more and Telco's in the UK switch from WLR2 (eCo Repair) to a new platform. We have attended many WLR3 meetings with other TPI's and work closely with some of them to ensure that we have everything we need to be able to provide WLR3 support to our clients.

Virtual Switchboard

Having an efficient telephone answering and call distribution system doesn't necessarily mean having your own switchboard operator. Taking advantage of the latest developments in communications technology, we can run a virtual switchboard for you, performing all of the functions of an internal telephone operator, including transferring to individual extensions, holding calls when the line is busy and taking messages.

Accident Reporting and Management

Working to complement your facility, our Accident Management Service ensures that, in the event of an accident, the driver has only one number to call - 24 hours a day, 7 days a week. The driver is looked after throughout all aspects of the incident from the moment it is reported through to final completion.

Coupon Handling

Having hundreds - or even thousands - of advertising response coupons coming into your office could be an administrative nightmare. Why not let us handle this for you, we will collect and process all responses, provide you with response analysis data and if required, set-up and manage PO Box facilities on your behalf. Working through the night we can reduce response times.

Charity Fundraising

Ansaback have a strong not-for-profit client base, offering services for both inbound and outbound tele-fundraising services. Since 2000 Ansaback have built a strong portfolio of campaign knowledge, enabling us to not only run campaigns but advise on each aspect of the tele-fundraising activity that we are working towards, from expected donor conversions to effective follow-up literature that will increase your donation returns. Whether we are handling DRTV, press, mail response, or handling your upgrade, reactivation or donor acquisition campaigns, we understand how important your supporters are to you and treat all of your donors with the same care as you would yourself.

News

Landmark 9,000,000th Call for Ansaback
Ansaback reached a landmark recently, with the 9,000,000th call answered on Friday 15th August 2008.

Ansaback Finance Director Organises 12 hour Music Festival and Wows the Crowd
On 12th July the ninth annual 12 hour music festival took place at Martlesham Heath, Ipswich and Stuart Gordon, the Ansaback FD, was heavily involved in its organisation.

Ansaback Raises Money for Macmillian Cancer
Every year staff at Ansaback vote for a preferred charity, the winner this year to raise money for is Macmillian Cancer.

Institute of Fundraising
Text to come...