Customer Service – Customer Care Center – Hotline – Support
We take care of your callers…
Are you too busy to keep answering the phone? Are you occupied with field service, field installations or customer meetings? Would you like a secretary to answer your calls? Concentrate on your core skills and simply forward your calls to our telephone service.
Even the best product or service lives only off its customers. More precisely: satisfied customers.
That is why it is extremely important for every company to ensure that customers feel well looked after and advised. A friendly and professional telephone service is one of the best and most promising means of communication, because personal advice is still highly valued by customers.
Advantages at a glance:
- You are always available
- Low fixed costs
- Relief and stress reduction
- No overloaded telephone lines
- Full flexibility
- International opportunities
- Personal, friendly, competent
Availability: Always available and never missing a potential order
A statistical study found that 59% of callers never speak to a mailbox/answering machine and 68% of callers who want to contact a provider immediately call the nearest competitor if they do not reach anyone the first time they try to call.
Busy times and call peaks are no longer an issue, we take thousands of calls every day for our satisfied customers.
While you are at a customer, a project, an installation – your company is still always available.
OpenCall Service Telephone makes you available 24 hours a day, 365 days a year.
Calmness and concentration
We have your back so that you can work in peace. This gives you time to concentrate on the important things and on your core business.
Relief during off-peak times – enjoy your lunch break and the after-work time.
Reduce costs – low fixed costs
Reduce or keep your fixed costs and bureaucratic work to a minimum with our telephone service.
The fixed cost component is only a fraction of the amount of hiring your own personnel in line with the dynamics of your business development.
No bureaucracy
You will be relieved of issues such as:
- Payrolls
- Vacation, illness and pregnancy replacement
- Legal regulations like for example protection against dismissal
- Statistical duties as for example severely handicapped reports
- and much more
Details:
Service hours
Our standard service hours are:
Mo-Sa from 07:00 h to 22:00 h
(not on national holidays, which are the same as Sundays)
When booking our 24-hour service:
Mo-Sun from 00:00 h to 24:00 h
Call forwarding to the OpenCall telephone service
Simply set up call forwarding on your telephone or telephone system to the extension numbers you have been given. Your service phone is immediately ready for use and a friendly employee takes the calls according to your specifications.
You can also freely define call forwarding based on criteria in your telephone system/router/mobile phone, etc.
These are for example:
- Always
- After 4 rings, or 3 rings or freely definable number of rings
- On Busy
Our technical customer service will be happy to help you set up your call forwarding. Simply contact us on the technical support hotline:
+49 (0)731/55056-222
or by email:
Secretarial Service / Anteroom Service:
Call forwarding / VIP caller
People who are important to you should be treated accordingly.
Define which calls or telephone numbers are to be processed and how. Who should always be connected to you and who, for example, always to your mobile phone or to your assistant.
You decide: who is VIP and the handling, call forwarding or throughput.
Inquiry of data and information recording
We do not only record the telephone number, the name of the caller and the reason for the call, but all the information you require.
This can of course vary depending on the process, for example:
- General, for example, the customer number
- For questions regarding the order: the order date and the article number
- For invoice complaints: the invoice number
- For lawyers: the file number
- and much more
Our database-supported software of course stores your customer’s contact data, so that for example our secretary does not need to have the name spelled out again the next time someone calls.
Forwarding call information and call contents
You define how you want to receive the information about your calls.
I.e. by mail, SMS or fax
Of course, we can also forward the information to various employees in your company controlled by the purpose of the call.
Or should we simply inform you by telephone about the call?
Like a local secretary, we can put the caller on hold and ask you whether you want to take the call.
Providing information
Give defined information:
Our telephone service staff know, like a good secretary, all the basic information about your company. They can provide the caller with all the information you have provided to us. This can be, for example:
- Service times of certain departments
- Directions
- Contact persons and their representatives
Making appointments
Our telephone service also includes making appointments for you with the caller in a shared web calendar.
Shipping / Special workflows and processes
The shipping of certain materials/documents can be controlled by the customer’s request or result from conversation contents.
The competent ladies and gentlemen of our service telephone will forward the correct documents to the caller.
Examples of this are: the shipping of standard documents according to defined criteria such as customers, products, and so on (flyers, price lists, etc.)
but also specifically based on inquiries:
- Price inquiry => shipping of price list to the customer
- Product inquiry => shipping of flyers
and so on
Special logistic shipping
As OpenCall operates web shops including logistical services for its customers and thus has its own logistics centre, shipping can also be extended to any article, including delivery notes and invoicing.
On the next page you can read in detail how the telephone service works.