|
|
|
|
 At Télé-Page our call center management team has created the most personalized service available for each and every one of our telephone answering service customers. We consider ourselves your off premise receptionist and work to create a seamless experience for your callers.
Our secret is the emphasis we place on agent training. All agents answering your calls are fluently bilingual and have been subjected to an intensive training program to learn the telephone skills required to answer your telephone and ensure the type of professional service your callers expect when they call you. Our agents are supported by team Leaders who are always working on the floor to assist when and where needed and to monitor for quality control.
When you want the service operational, you simply redirect your calls to us using call forwarding from your main telephone number. The fact that your calls are then answered by the telephone answering service is transparent to your caller as our agents will respond by answering in your company name and follow answering procedures according to your customer profile.
As our database of customer information is completely computerized and your customer file is tailor made to your specific requirements, agents have finger tip access to any and all pertinent information they need to properly respond to your callers inquiries. And because all regularly used telephone numbers for delivering messages are pre-programmed using a speed dial function, your messages are dispatched without delay after a call is completed.
As mentioned, your customer profile is tailor made and so can include FAQs (frequently asked questions) so that our agents can in addition to taking messages, give out the same information to callers that your own receptionist does. FAQs can include address, fax number, email address, regular office hours, directions, closest METRO Station / Bus Stop, etc. or they can include the type of product sales or service you offer.
If you have on call personnel where instructions on who to reach change regularly, whether it be daily, weekly, monthly, etc., you can forward us instructions verbally by telephone, by fax or by email whenever it’s convenient to you 24/7.
As one of our enhanced customer service features we will forward you a special instruction reminder prior to all statutory holidays to be sure you provide us with the additional information we will need to properly handle your calls that day.
The message information you require when agents handle your calls is guaranteed because we build it directly into your customized message form. Name, Company name, area code, telephone number, street address, postal code, order information, credit card number with expiry date, nature of call, urgent vs hold for next day status are just some examples. What you need is what you get.
And our Answer Guarantee is to respond to your calls within a maximum four ring threshold.
In order to accomplish this and maintain the lowest possible service rates, all telephone answering services operate on the premises of shared service. This means that there may be peak times of the day when all agents are on multiple calls. During a peak your caller will still be responded to within our four ring Answer Guarantee however before a live agent responds, your caller will be responded to by a personalized pre-announcement. Generally all pre-announced calls are picked up within seconds by a live agent because our call management team are constantly monitoring and adjusting staffing levels for these periods. Once a call is picked up by an agent, the call then proceeds as usual.
Your message delivery instructions are also customized according to your needs and as part of or as a post delivery confirmation, a copy of your messages can be faxed or emailed to you or to multiple locations. They can also be left in a voice delivery mailbox for your easy access, 24/7.
And at Télé-Page we remain on the constant edge of messaging technology in order to provide you with the most up to date and efficient service possible.
This is our expertise and also our mission.
|
|
| |
|
