Are You Capturing Every Business Opportunity?
Many people who are interested in your products or services will initially phone your business. If you don't professionally answer those calls, you may never get a chance to speak to them again. With the OfficeEarth virtual receptionist service, every call to your business will be professionally answered. And the result? You will get more sales.
Are You Answering Every Phone Call Professionally?
Whether a phone call to your business is a potential customer or not, it is important to answer it professionally. Leaving it to voicemail is not professional. Getting your busy team to answer it is not an effective solution either. Our virtual receptionists will answer calls as if they are a member of your team plus they're professional and Australia-based.
Do You Want to Save Money and Improve Your Business?
Our virtual receptionist service will improve your business by professionally and efficiently answering every call. You will also save money as you don't need to employ a receptionist. In addition, team and customer communication in your company will improve, enhancing productivity, making your operations more efficient, and saving time.
Still Not Convinced? Let's Look at Some Numbers.
What happens when you let a call go to voicemail. What do customers expect from your business? Here are some figures:
of people who get voicemail when they call your business will hang up without leaving a message. If it's a potential customer, you may never hear from them again.
of customers want good service from your business. In fact, they want high-quality service more than they want low prices.
The OfficeEarth virtual receptionist service will mean calls to your business will never go to voicemail again.
This will generate leads and will improve the standard of service you deliver to existing customers.
Productivity in your business will also improve as you and members of your team will not have to deal with the regular interruption of answering the phone.
Powerful Features Customised for Your Business
Not all calls to your business are the same. Some are urgent and need assigned the highest levels of priority. In addition, customers should be treated differently than telemarketers while key clients and new customer enquiries should be treated differently again. You can set all this up using our call rules feature.
In fact, this is one of the features that turns our virtual receptionists into an active extension of your team. In other words, OfficeEarth is not just a call answering, call forwarding, and message taking service. Our aim is to make your business more productive – call rules helps achieve this.
Simply set up the call rules for each type of call you receive. This can include whether you want the call forwarded and who it should be forwarded to. It can also include what should happen if nobody is available to take the call. Once you have the call rules set up, our virtual receptionists will implement them on every call.
The warm call transfer feature you get in your OfficeEarth account extends the call rules feature. The warm call transfer feature is about ensuring you and members of your team have sufficient information concerning calls to make decisions on how to deal with them.
This includes ensuring messages contain enough information so you understand what the call is about. It also includes getting full details of the call, according to your instructions, before forwarding it to a member of your team. By understanding exactly what the call is about and having all the relevant information, you can deal with it in the best way possible.
In addition, you can allocate multiple forwarding protocols for certain types of call. This could be new customer enquiries, for example, or customer complaints. In these situations, our receptionists will attempt to transfer the call to the first person on the list. If that person is not available, the receptionist will continue working through the list to successfully pass on the call.
If you receive business critical telephone calls, a procedure that involves taking a message when your team is not available is simply not good enough. You need a more proactive approach from someone who understands the call's urgent nature.
You can achieve this with the escalation feature in your OfficeEarth account. The first step is to assign call types that are business critical. After that, you should allocate members of your team to take such calls. Finally, you should give the receptionist additional instructions, such as the information they should collect from the caller before attempting to forward.
Our receptionists will instantly recognise business critical calls to your business. They will also implement the escalation procedure, calling the people on your list in order. If no-one is available, the receptionist will take a message from the caller but the service doesn't stop there. Instead, our receptionist will continue trying to make contact with people on your nominated list until successful. Only when we speak directly to a member of your team to pass on the call do our receptionists end their involvement.
We do everything possible to ensure the most professional virtual receptionists available answer calls to your business. This includes using our own network of Australian-based receptionists (we never use offshore call centres). We also have strict procedures and quality control measures in place.
To give you even further peace of mind, we also give you access to recordings of every call. You will see other information too, such as the call duration, who answered it, and the outcome. This lets you monitor performance.
Listening to recordings of our receptionists working for your business brings another benefit. When you listen to the recordings and look at the stats, you might identify areas for improvement. You can then change call rules and other instructions to improve call performance.
There may be some calls that come into your business that our receptionists can deal with in their entirety. These are typically queries of a repetitive nature that don't require the experience or expertise of your team to answer. An example is: "What time do you open on Saturday morning".
By letting our receptionists answer these queries and provide basic information, you will save time. Customer service will also improve as the caller will get the answer quicker and with minimal fuss.
By setting up a company FAQ section in your OfficeEarth account, you can get our receptionists to deal with standard and/or repetitive queries. As with all our features, the FAQ section is completely flexible and you can update or change the information whenever you want.
Our receptionists will use custom forms to get information on calls and callers to your business. You can create as many custom forms as you like, and you have complete flexibility over how they are set up and used.
For example, you can create custom forms for specific types of call. You can also decide what information you want our receptionists to complete and in what order they should ask the questions.
By using custom forms, you will ensure members of your team have the right information to deal with the caller quickly and effectively. This leads to efficiency savings and it enhances the level of service you offer to customers. In some situations, it can also help you get sales.
Does your business involve scheduling frequent and regular appointments with your customers? When a customer calls to make such an appointment, they don't want to wait until you get a chance to call them back.
You can't take every call when they come in, however. Also, this straightforward administrative task is not an efficient use of your skills and time. The OfficeEarth calendar management service is the solution. Plus, it's free.
We just need access to your Google calendar as well as instructions on the type of appointments to schedule, when to schedule them, and any other instructions you think appropriate. We can then schedule, re-schedule, and cancel appointments on your behalf leaving you more time to run your business and provide a service to your customers.
The standard of service you get from us is second to none. We will answer every call that comes into your business, regardless of the time of day or day of the week. The receptionist answering the call will be based in Australia, they will be professional, and will follow your instructions.
You can also rely on us to be consistent – every time we answer a call, we will properly represent your business.
You can also expect transparent and flexible pricing and terms. Our prices are competitive and there are no setup fees. In addition, there are no long-term contracts so you can cancel at any time.