How calls reach our staff
- We provide a call-forwarding number. Every client receives a number that routes calls into the correct account in our system.
We are always happy to provide assistance if you are unfamiliar with how to call forward your line to the call forwarding number that we provide.
- You choose when to forward. Some clients forward calls manually at closing; others use a schedule—for example, weekdays at 5pm—that automatically returns calls to the office when it reopens.
- Your caller dials the number they already know. The forwarded call automatically opens the proper account for our team.
- Our staff answers and follows your procedures. We greet the caller as requested, collect the required information, and handle or dispatch the message according to your instructions.
Built around your business
We build one or more customized accounts for every client. Each account acts as a working guide for our operators, giving them the context they need to represent your organization and handle each call correctly. See below for things commonly found within the account information!
- Office hours, services, and frequently asked questions.
- Personnel information and on-call schedules.
- Dispatching procedures for routine, urgent, and emergency matters.
- Questions our staff should ask and the information they should collect.
Information tailored to each caller
The details we collect depend on your business and the reason for the call. Common examples include:
- The caller’s name and best callback number.
- An address and unit number for property-management calls.
- A patient’s name, date of birth, and current-or-new-patient status for medical calls.
- The service a caller needs, whether they are a new or existing customer, and a description of the issue.
- These are only examples. We can add the questions, message fields, and instructions your organization needs.