telephone answering services

Telephone Answering Services

Here at Ansaback, we believe communication is the most critical element in every successful company. Customers like to hear a human voice at the end of a telephone line, which is why we have fully trained and motivated staff answering your calls and ensure 100% customer satisfaction every time. What happens if you are unable to answer your telephone? Research shows that 80% of callers do not leave a message or call back when they hear an answering machine or an engaged tone. - We understand the importance of a live interface with customers, not just 9 to 5 , but 24 hours a day, 7 days a week. That's why we've developed a range of different, cost-effective call centre solutions, to meet your individual business needs.

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

Telephone Order Lines more...
Media Response Services more...
Message Taking / Virtual Receptionist more...
Brochure Request Services more...
Instant Divert Facility more...
Recruitment, Holiday and Sickness Cover more...
Disaster Recovery more...
Emergency Service Call Outs more...
Telephone / Broadband Fault Reporting more...
Charity Fundraising more...
Call Divert Instructions more...

Order Lines

Have your own dedicated sales team in UK call centres to take all of your orders. Our articulate and experienced telephone call answering 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 contact centre 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.

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, answering and transferring your calls through to the correct departments.

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.

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.

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.

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.

Emergency Service Call Outs

Ansaback has many years of experience in dealing with lift breakdowns, refrigeration problems, air conditioning, solicitors, private doctors, etc... Our fully trained operators are answering calls live, 24 hours a day. We are able to take the data you require, accurately, and then pass these calls to your engineer, as well as updating and altering their rotas online. Ansaback can send you a full report of each call via email either immediately, or the next working day.

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.

Charity Fundraising

Ansaback have a strong not-for-profit client base, offering services for both inbound and outbound tele-fundraising answering 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.

Call Divert Instructions

Call Diversion allows you to divert your calls to any other telephone number. You can divert all your calls to us or just those you choose not to answer. Your phone may be already set-up to use the call divert service. If it is not, you will have to make a quick call to your telephone service provider to enable. Most clients set-up ‘Divert Unanswered Calls’ and ‘Divert when Busy’ as default, leaving these diversion settings on all the time. You have the option of then also diverting all calls when you know that you will be unable to take any calls and cancelling the ‘all call diversion’ calls when you are available again.

You will be able to hear if a diversion service is active by listening to the dialling tone. Normally it is a constant tone. With a diversion service active, this tone becomes a broken tone.
The code numbers and options for diverting your telephone (BT and Telewest) calls are below:

To divert all calls
To switch on:

Number you are diverting to

To check:

To cancel:

To divert unanswered calls after 15 seconds
To switch on:

Number you are diverting to

To check:

To cancel:

To divert calls when engaged
To switch on:

Number you are diverting to

To check:

To cancel:

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...