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Forward-thinking Australian IT companies are adopting a technology-driven, human-centric solution to improve efficiency, service levels and their bottom line.

By having receptionist teams working remotely answer their phone calls – including the scripted delivery of Tier 1 technical support – technicians can stay focused on high-priority tickets while basic troubleshooting is performed without they need their involvement.

Nearly 500 companies of all sizes within the ICT industry have already partnered with OfficeHQ, an Australian global leader in virtual reception services.

The majority of the company’s highly professional receptionists are on the Sunshine Coast in Queensland.

All are internally trained employees. No subcontractors are used and call quality is monitored.

Leave first impressions to the experts

“Any business only gets one chance to make a great first impression and that’s the unique job of a receptionist,” said David Atkinson, Founder and CEO of OfficeHQ.

Many IT companies already have a deep understanding of the benefits of outsourcing, from the service provider’s perspective.

Essentially, an IT company that outsources call answering to a company like OfficeHQ is essentially following the lead of its own customers.

Benefits of a 24/7 or after-hours response service

Just as customers of an IT business enjoy a myriad of benefits by not trying to manage IT functions internally – such as reduced costs, the ability to focus resources on their core revenue-generating activity and increased scalability – outsourcing call answering can pay off for businesses. within the ICT sector.

For example, increased productivity and increased customer satisfaction through the use of OfficeHQ generally results in an increased customer retention rate and, therefore, a higher profit margin.

Especially when you also factor in the cost savings of being able to provide fast round-the-clock support without the need to sign a staff member on shift in case there is a support call from a customer.

Tackling the tech skills shortage

Australia’s historically low unemployment rate and well-documented tech skills shortage mean it’s never been harder for IT companies to fill vacancies.

One option is to hire technicians from overseas, but this comes with complications.

For many ICT companies, there may be opportunities to:

Better leverage the talent they already have, ensuring their teams can focus solely on revenue-generating activities

Upskill and redeploy an employee from a predominantly administrative role (such as a receptionist and service desk assistant) to a 100% executing role (such as a level 2 support agent)

Outsourcing call answering can allow this to happen.

A “game changer” for teams of all sizes

There’s also the peace of mind of not missing new client opportunities or even worrying about answering the phone – and who will answer it if you don’t have a dedicated receptionist.

Polls suggest that nearly two-thirds of Australians prefer to contact businesses by phone and 92% would rather speak to a real person than leave a voicemail. Many potential customers simply go elsewhere if they hear a recorded prompt or if their call is mishandled.

It is therefore essential for the company that telephone calls are not only answered, but managed efficiently. Of course, this is easier said than done, especially for smaller teams.

You want to grow your business and have sales appointments on your calendar, but it’s hard to answer the phone when you also need to resolve a priority support ticket on the spot.

Even if you have a receptionist on site, concurrent or out-of-hours calls are still missed and you have the stress of providing cover for lunch breaks, sick days and holidays.

This inability to ensure that the phone is always answered, or that leads are handled properly when they are, can effectively mean that spending on Google Ads campaigns and other marketing activities is wasted.

On the other hand, having a team of receptionists on duty around the clock to answer calls in a prompt and professional manner can make a small IT business seem bigger and boost its credibility instantly.

This can result in not only more sales appointments being scheduled, but also more leads being converted into customers.

With receptionists’ ability to screen telemarketers and book sales appointments, it makes them “a game changer,” according to longtime client Karl Graf.

Graf, managing director of Melbourne app development company DreamWalk, says: “The service was super easy to set up and costs a fraction of what it would cost to hire a receptionist.”

A technology company at heart

Having delivered and refined its virtual front desk solutions for nearly two decades, since its launch in 2004 with an in-house developed VoIP platform, OfficeHQ is essentially a technology company that harnesses the power of human connection to help others businesses to prosper.

Receptionists work remotely from home, providing coverage 24 hours a day, 365 days a year and answering calls in less than 10 seconds on average.

Instant account activation and simple setup using an online portal means IT businesses can have OfficeHQ receptionists answering their calls in just minutes.

Once configured, the activation of the service is carried out by the IT company which transmits its professional telephone number to a unique number provided.

It is even possible to send all calls to OfficeHQ or only certain calls. For example, when the line is busy or when calls are not answered within a certain time.

OfficeHQ receptionists will know when an incoming call is for a certain business. Their console displays the name of the company they represent and that company’s preferred caller greeting before each call, allowing them to provide a seamless calling experience.

Depending on the virtual reception solution chosen, and the information that has been made available to receptionists on their desks, receptionists can:

· Triage calls and apply different handling for new customer requests, non-emergency support requests, urgent support requests and other types of calls

· Take messages (sent immediately by email and/or SMS at the end of the call)

Forward calls (if applicable and settings indicate forwarding availability)

· Respond to FAQs

Provide 24 hour Tier 1 support service

· Create support tickets or route calls to technicians as needed (including a registered after-hours on-call technician)

· Book appointments in your CRM or favorite calendar software

· Complete calendar management, including management of postponements and cancellations.

When an IT company needs to update settings or information available to receptionists, they can easily do so in real time through the portal or iOS/Android apps.

Top 7 Things An IT Company Should Look For When Considering A Virtual Reception Service

Trusting another company to answer your calls is a big step forward. It is strongly recommended to ensure that:

1. The receptionists are based in Australia

2. Round-the-clock coverage

3. Fast response speed (this varies greatly between providers)

4. A dedicated appointment booking team

5. Ability to implement conditional scripts for the provision of Tier 1 technical support

6. Flexible PAYG Options

7. Industry Approval

This sponsored post is brought to you by OfficeHQ currently offering ACS members a 10% discount on its services.


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