Here at Best reception, we have a large client base which consists of IT support companies. We offer a variety of services to all of these companies, from call answering right through to booking callouts and management of support issues.
For one of our clients, who are an IT support centre based in Essex, we not only act as their reception service, we also manage the running of their helpdesk. When their clients email their support team, we receive emails and deal with them accordingly. For example, if one of their clients is raising a new support issue, we will then log onto the helpdesk system and create a new case for the engineers to deal with. If the issue is urgent we can also prioritise it as such. Alternatively, if their clients email in updates on existing issues, we can update the helpdesk accordingly. After logging this we send a message to the client informing them of the details of the problem and the action we have taken.
Another way their customers can contact support is by phoning in; this support line gets diverted to us. We answer the calls in their company name, and depending on what department in support they need, we put the call through to the relevant person in the technical team who will be able to help. If we do no get through to their lines then we inform the caller the technical team are currently unavailable but will call them back as soon as possible.
For this IT Company we also get personal calls asking for a specific member of the team. For these call we can transfer the caller through to the person they wish to speak with directly or if requested take a message. We also have access their diary, which allows us to see their movements throughout the day. This means that we are able to inform callers when they are likely to get a call back.
With this company and many others in this industry, our outsourced reception service works so well as it is so seamlessly done, that your clients will be none the wiser that we are not based with your company. With all of our clients, we strive to prove that in many ways an outsourced reception works just as well as, or even better than, an in house reception.