Incoming & Outgoing Customer Service Calls
Our team of in-house virtual assistants can answer your inbound phone calls and even make outbound calls on your behalf.
You can either send us all of your calls or just overflow the ones you’re unable to answer.
We can answer calls on practically anything:
- Delivery schedules
- Stock levels
- Shipping charges
- Process orders via online forms
- And much more…
First Call Resolution & FAQ Responses
Nothing gives your customers a greater sense of service than resolving their questions in one call.
Our team of virtual assistants work with you to build a list of your most frequently asked questions and responses.
This alone can reduce around 90% of your inbound calls and substantially cut down your staffing costs.
First call resolution looks different for each company and can involve plugging into CRM or back-end systems, or booking available slots into your calendar in real-time.
Every new account is given a dedicated account manager who will help document and refine your unique process.
This helps to ensure that we fully understand your needs and in turn, your customers get an amazing service.
CRM & API Entries
We're able to log in to your CRM or Back-end system in a read-only capacity to advise callers on an order status or specific details about their account.
We can also pass callers information through in real-time using webhooks to update your system or provide specific caller information prior to transfers.
We can also directly connect your existing SIP or IAX-based phone system. This results in a reduced load on your phone lines capacity and big reductions in phone call costs for forwarded calls.
Direct connection will also allow your receptionist to transfer calls to your own internal phone extensions numbers.
Let us take the stress out of your day by helping to manage your diary and by scheduling appointments. Whether you have a simple Google calendar or your own hosted calendar.
You don’t need to go to the expense of a full-time administrative assistant. We’ll update your diary or booking system in real-time and let you know via email and app notification.
Set up is simple. Just share your calendar with us and we’ll advise on your availability or book any appointments, quotes or entries you dictate.
Taking payments, deposits and pre-payments immediately over the phone are effective ways to reduce shopping cart abandonment.
Credit or debit card payment can be taken easily by us using a virtual terminal linked to your merchant account.
We take security very seriously and all our agents are fully security trained and go through external PCI compliance vetting.
- We are very strict about confidentiality and security
- All call handling agents are fully trained to be PCI compliant
- Card payment security is paramount
Order Processing & Guidance
Do your customers need help in processing orders online or are you suffering from shopping cart abandonment? If so, then we can help.
Our team of highly-trained virtual assistants can walk your callers through your web order processing or advise of delivery and shipping, in real-time.
This helps to convert more of your website visitors into paying, happy customers.
Scripts & Questionnaires
- Fill in hosted or online questionnaires
- Read scripts and legal statements
- Make outbound calls to gather feedback
- Walk callers through structured support
At Pocket Receptionist, we allow you to down-scale your service team whilst simultaneously covering outside of your usual office hours, delivering better customer service at a much lower cost.
Answering your social media inquiries quickly will encourage your customers to:
- Buy more from you
- Grow in brand loyalty
- Share their experience
Our Virtual Assistants
All of our virtual assistants are office based in the UK. They are audited daily to ensure an amazing level of service.
All of our staff:
- Hold certificates in Data Protection and go through an external training process to ensure they comply with the principles of the UK’s Data Protection Act and the EU’s General Data Protection Regulation (GDPR)
- Go through a 6 weeks training schedule covering everything from call etiquette to data compliance
- Are audited daily to ensure call quality and adherence to instructions