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Help Us Help You How to get the best out of our service by Jennifer Alexander We want to provide you with the best possible service. Although we are always willing to work with our clients, it is extremely helpful to us if our clients also work with us. Following these simple guidelines below will aid us in providing you the great service you have come to expect from VoiceLink 1)
Try to get on-call information to us before 4:30 or 5 p.m.
Remember, the largest majority of our clients leave for the day at 5p.m.,
therefore the majority of our calls come in at this time.
We don’t want to be inaccurate on information as critical as this, so
we don’t want to be rushed when we are taking it.
The best method of getting on-call information to our office is by faxing
it before 4:30pm. Receiving a hard
copy of this information eliminates misinterpretation on the operator’s part.
It also gives us a method of tracking down any problems that occurred so
that we can correct them. 2)
Try not to call us for customer service or billing issues before 9a.m.
and after 5p.m. Remember, our peak
call period is from 7a.m. to 9a.m. and from 4:30p.m. to 7:30p.m.
Also, our customer service and billing personnel are usually not in the
office at this time. Due to higher
call volumes, all the operators working during these periods are needed on the
switchboard. Taking a customer
service call or a billing call requires that operator to log out of the
switchboard and stop taking calls. 3)
Update your account and staff list on a regular basis.
We prefer every 1-3 months. This ensures that you and the answering
service are communicating with each other on a regular basis. It also keeps all of our information fresh and up-to-date.
When we attempt to relay an urgent call on your account, less mistakes will
made and less time will be spent calling people that either are no longer with
your company or have changed telephone numbers. 4)
Always put your account number on all correspondence and have it ready
when you call us. This helps us
locate your account quickly so that we can update your information faster. 5)
If you call in a change to your account, please back this up with a faxed
copy of the request. It helps us
get it right (nothing is lost in translation) and we can get it done faster.
It also helps us to follow up on whatever change was needed to make sure
it was done correctly. 6)
Advise us when you leave the office or return to the office.
When you leave in the middle of the business day, we like to be able to
advise your callers of when to expect you back in the office with a semblance of
accuracy. It also helps us sound more like we’re part of your office.
When you return, we won’t know it unless you tell us.
So, if we’ve taken any messages for your office, we’ll know to relay
them to you when you check in. Jennifer Alexander is the Customer Service Supervisor and a Senior Operator for VoiceLink Communications, where she has played a vital part in our drive to be the best answering service. She can be reached at service@vlchouston.com. |
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