Call Answering & Management
24hr Unlimited Service at Your Disposal
We have a sophisticated NON STOP service 24 hours a day, 365 days a year. We become the voice of your company. Instead of resourcing and managing your own team with all the challenges that this can bring, we will answer all the calls to your main business number.
We can offer you your own personalized telephone number which you may advertise as your own, or alternatively call forward your office phone, cell phone or home phone to this number when you are not available or do not wish to be disturbed. Your existing main numbers can be permanently forwarded to our call centre. There are plenty of options we can offer you from normal business hours, 24/7, specific routing for specific employees and different call management for different departments or call types.
From a call management perspective, we define a process that suits you so that all calls are managed just the way you want them to be. Whether we need to capture specific data, pass on a simple message or initiate a service process, Global Messaging will manage your calls professionally and treat them in line with your requirements.
All calls are first directed to your main business number. If the caller gets a busy signal or the call is not answered after a specified number of rings, the call is automatically forwarded to our call centre. This option is particularly suited to situations where there is high call volume at peak times.
Calls are normally directed to, and answered by your office. When you want calls answered by us, you forward your main business line to our call centre. This is a great option for covering meetings, breaks, evenings and weekends, or anytime that your office staff is unavailable to take calls. This option works well for offices where there is only one in-house receptionist or a multi-tasking support staff.
As one of Global Messaging’s customers you can rest assured that our messaging agents are adding value to your business – improving customer service, giving you more uninterrupted time to do what you need to do, enhancing your professional image with our winning service, ensuring that urgent matters are brought to your attention immediately, and leaving routine messages for you to deal with at a time that is more suitable for you.
Global Messaging makes it easy to manage those calls where you have advertised a 24 hour number, have a legal requirement to advertise a number that will be answered and managed or simply to have an additional contact number in times of emergency. As an example, elevator companies are required by law and within the gambit of safety regulations to advertise and have an emergency number manned, answered and managed 24 hours a day. We are able to take these calls, track them, escalate and report on them which mean that the company’s regulatory requirements are adequately and efficiently fulfilled.
Given the expense of managing such resources yourselves, simply doesn’t make economic sense. Global Messaging can offer you a solution that will give you complete peace of mind, minimise your risk and ensure that all your regulatory plans are fully adhered to.
Order processing is invariably a simple task but time consuming. Global Messaging can take and process orders or the fulfilment of activities such as attendance acceptance and registrations for events, etc. Once again, we can complete the process according to your specific requirements and interact directly with your systems where necessary.
LET US CALL YOU BACK
Allen is a lawyer with a large law firm. During the day, when is he unable to take calls himself, his calls are forwarded to his office support team. However, given the nature of his business, Allen wants any afterhour’s calls to be answered by a live agent and the essence of the call to be communicated to him via text message. Allen also has many international clients who often forget about country time differences. In this instance, he wants to reassure his clients that he will return their calls. Clients appreciate a live agent answering their call rather than it going to voice message.
Elevator Company. Legislation requires a 24 hour number to be advertised on all elevators. This number needs to be manned by a live agent. Whilst the lift company has dedicated technicians on standby – these differ by region and area. Global Messaging will answer the single advertised number and be able to allocate the call to the correct technician. With escalation processes built into the process, Global Messaging is able to manage this call entirely on behalf of the company – once again providing a 24/7 or afterhours call management solution that makes complete financial sense for the company whilst adhering to safety regulations.
Rowan is a plumber who does not have an office. As he prides himself on a delivering personal service, he is not always available to take every call. If Rowan is busy and cannot take a call, his calls are picked up by Global Messaging where the contact details, the time of the call, the nature of the call and any specific messages are communicated via a text message to Rowan. He is then able to return calls as soon as he is able and is forearmed as to the nature and the content of the call prior to doing so.
A group of five individuals have set up a business consultancy. As they charge for their time, they are invariably on a client’s site and don’t have the need to set up an office infrastructure with expensive support or admin staff. It is important they any email enquiries, calls to their central company number or calls to their individual cell phone numbers are responded to timeously. All of these channels are forwarded to Global Messaging and appropriate response processes are built in as agreed upfront. When required, the individuals forward their cell phone calls to Global Messaging where a live agent answers the call, takes a message and texts the individual with the relevant call details. This solution works well for a team of people who want to have a professional ‘face’ to their business but have no need for a dedicated support/admin resource that wouldn’t be able to respond 24/7 in any event. Another cost effective and professional solution from Global Messaging.