Case Study: Virtual Receptionist Service
Client Objective: To allow a company to take incoming calls for many different client companies
Our customer provides telephone call answering and message-taking services to their clients. They needed to identify the client when they answered each call so they could respond appropriately. They also wanted to avoid the need for multiple telephone lines.
Challenges & Solutions
The company’s main challenge was dealing with many customers and a significant number of calls. Knowing which customer numbers were being called so that they could answer the caller appropriately was paramount for them to provide a professional and premium service. They wanted to avoid multiple telephone lines to keep their communications costs to a minimum and ensure implementation was as straightforward as possible.
Yestech set up a hosted switchboard server for the company and supplied a set of VoIP phones, several for use in their main office and some for home-based workers. We allocated a new phone number for each client’s customers to divert their calls to. All incoming calls were routed to all the VoIP phones simultaneously and tagged with the client’s name so the operator could tell which client the call was for. This enabled staff to answer all calls if available and welcome the caller in the client’s name professionally.
Outcome
Our cloud-based technology allowed all this to be done on just one regular telephone line in the customer’s office, using their existing broadband internet service and just a handful of new, upgraded desk phones. This approach kept costs to a minimum and made the call handling process simple for all staff.
The company achieved their aims by providing a professional and proficient bespoke service to its customers. With a full selection of additional features, they were also able to handle a high volume of calls and direct extra calls so staff could always answer them for their customers.
Virtual Receptionist Solutions
Yestech provides virtual reception services, so we understood what the client needed and how best to implement it. If you are interested in these solutions, you can read more on these pages: