Case study 14: Overflow Reception

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For one of our clients, who are a fully established hairdressers, based in London, we act as an overflow service for their in house receptionist. When their receptionist is busy on a call, or with a client, their lines are diverted to us ensuring that no call goes unmissed.  If callers would like to book an appointment, we take a message telling callers that the “other receptionist is currently using the diary”. However, if customers call in with queries, we are able to use information provided to deal with the call. For example, we can inform callers about prices, current promotions and directions. This allows the caller to not only feel like they are talking to a staff member in the salon, it also relieves the busy hairdressers of queries that we can handle.

Case study 13: Outsourced switchboard service

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An example of the benefits of an outsourced switchboard can be seen with one of our clients, who are a large metal supplier.

Their company is made up of number of different departments, such as accounts, sales, dispatch, and goods in.  Within these departments, they have a large work force, totaling over 80 employees.

As their outsourced switchboard, we guarantee that no call of theirs is missed. We also have easy access to all employees and departments, therefore being able to efficiently forward on calls to the relevant team. For example, with callers asking for sales, we follow instructions to always transfer the call. We only ask callers for their name and company then try all of the contacts within the sales team until we get a response.

All of the virtual receptionists have taken the time to extensively learn about the running of this company, therefore when calls come in, we can accurately assess the correct course of action. As a result of this, their callers would not know that we are not based in their offices.

Client Feedback

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We have had one of our clients trialing our switchboard service comment this morning on how the service has already “completely changed the running of the business”, and that clients have already commented on the “professionalism of my receptionist”.

He stated, “by outsourcing my switchboard to Best Reception, aside from the immediate cost savings, the consistency and continuous upbeat and friendly persona of the receptionists creates an excellent impression for my business”.

Well done to all the virtual receptionists for their hard work!! Another happy customer 🙂

Client describing our telephone answering service..

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We have had one of our clients, who use our admin services for CV templates, email in a description of the service they receive from Best Reception as a reference for a potential new client. They have described the service as “prompt and reliable” and also said that they are “very happy with the service that we receive from Best Reception and will continue to use them for our overflow requirements”.

Well done all! 🙂

More fantastic client feedback

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A client of ours who are only a few days into their trial, have already described our telephone answering service as “saving their lives”. They have said that they do not think they can live without it.

We have also had a new client enquiry today, that has been recommended from an existing client of ours. They contacted us after being told by our client that the service will be “hugely beneficial” to them.

Well done to all of the virtual receptionists!! 🙂

Case study 12: Telephone answering service to help office workload

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One of our clients, who specialise in Finance and H.R recruitment throughout Essex, use our service to help them to manage the workload of having have new candidates joining them everyday. When a new candidate joins they send their CV with all their employment history and contact details. The recruitment company then send us the CV to be formatted. They have given us a detailed template for us to follow, to format the CV to the highest standard. For example, we must change any references to “I” into the third person, and we also make sure that all aspects of the CV are separated into the right categories. Education categories are divided into that which is standard Education, and that which is qualifications gained beyond this. IT Skills are also picked out of all CV’s and placed into a separate section. We always make sure that the CV follows the template exactly.

Case study 11: Telephone Answering service for Specific requirements.

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Every client is different, and they may have different specifications due to the size of their company. An example of this with one of our clients is a recruitment company that are based in a small office in Shropshire. They are a smaller company and we have fit our call handling to their specifications.
For example, we never put the caller on hold. We always say that ‘my colleague is on the other line’ unless they update their movements on their online diary to say otherwise. This is because of their small location, clients calling in would know that we could see them, so we would not need to transfer calls, or check if they are available.
Also, as they are a recruitment company, we need to take certain information from prospective candidates. The main thing is to ask them to send their CV over and say that one of the consultants will be in touch once they have had a look through. We also ask them what position or type of work they are interested in and where they heard if us.
We also will deal with prospective new clients, who are looking for us to help them recruit for a position. What we then do with these calls is take their details, along with a description of the job roll, and tell callers that a consultant will be in touch as soon as possible.

Case Study 10: Using information provided to be more than a telephone answering service.

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Also with another company of ours, who are a childrens bike accessory distributor, we use information provided to answer lots of queries. This is a valuable service to a lot of our clients as it means they can spend more time running their business while we answer the frequently asked questions. For example, with this client, we answer questions concerning delivery times. We can tell callers that delivery will take 2 working days if ordered by a courier before 2pm, and we can also tell them what courier service is used. We can also answer questions people have about the products themselves. For example, we have been given information about the differences between the products, the dimensions and what age range the products are made for. We also have information on the returns policy, informing callers that items can be returned if the original order details are kept. Also we can deal with urgent queries as well, prioritizing these problems above the rest so they are dealt with as soon as possible. Having all of this information makes the callers feel like they are talking to somebody within the company.

Case Study 9: Using information provided to be more than just an answering service.

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Another example of Best Reception being more than just an answering service is with one of our clients who are are a mobile car mileage correct company, with engineers based all over the UK. They have provided us with an excel spreadsheet, which contains the costs to perform a car mileage correction for all different makes and models of cars. Because of this, when callers would like a quotation, we can give them the details there and then. We also do our best to secure the booking for our client by letting the callers know that they can be booked in within the next few days at a location of their convenience.

Case Study 8: Raising support tickets for clients.

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One of our clients, who are an IT Solutions company, managing the IT Departments for small companies, require us to log their help desk faults. On top of receiving their calls, we also receive all of their help desk emails. When one of their clients email in with a technical fault we then have to log into their system and raise a ticket for the fault. We fill in a form which asks for the contact name, the company site they are emailing from and details of the fault. Filling this in then creates the ticket. On top of this we also update tickets that have already been raised for previous support problems. We can access old tickets and when their clients email in with updates on a particular problem, we can action these updates onto the existing case.