Call Handling : 24 Hour Cover

24 Hour Cover

Life in the 21st century is becoming increasingly globalised meaning growing numbers of both consumers and businesses take for granted 24 hour access to products and services. Whilst your customers may desire round the clock access to your company, that doesn’t necessarily mean you need to be tied to the office 24/7.

You can however increase your ‘opening hours’ over and above standard business hours by utilising our UK based 24 hour contact centre. Unlike some contact centres, Your Business Voice provide full 24/7 cover using our own staff here in Yorkshire. This avoids the potential pitfalls of having a second provider taking your calls during the night such as handover errors, inconsistent call handling and fragmented reporting.

Another key differentiator of our 24/7 call handling, particularly for engineer call out situations, is that our call handlers are trained and indeed encouraged to deal with the call from beginning to end and to take ownership of the outcome. All too often we hear of alternative services where the initial call is taken by basic first line support operators, only to be handed over to a second line support, often 10, 20 or even 30 minutes later who then actually deal with the call. The net result of this is that call takes longer, costs more and often means the caller has to explain themselves twice and receives an inferior service.

For those companies who are not sure if they need full 24 hour cover for their phone lines, our Extended Hours service may provide a more optimal solution. Offering live telephone answering from 8am to 10pm, 7 days a week, this gives you more than double the ‘opening hours’ of a business hours service for an even more cost effective price. This is particularly suitable for E-commerce companies and marketing response lines in support of radio, TV and press advertising.

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