24x7 or After Hours
Customer Service & Emergencies
Trades work is highly competitive, so effective sales enquiry capture is key. Whether this is taking the details correctly, checking the service area and scope, or answering frequently asked questions confidently, the telephone answering service makes an impression and influences whether a customer wants to deal with you.
Our virtual receptionists handle many trades services and have expertise in managing after hours emergency calls and escalated contact to your on-call staff and contractors. The service scope can stretch to site project lines, welfare monitoring, and facilities maintenance.
Responsive maintenance support across a range of settings requires adaptive customer service and solid communication skills. Our call centre agents are trained to handle services for residential, commercial, high rise, strata, industrial facilities, airports, aged care facilities and community housing.
Some sites may have strict security and access protocols and emergency plans. The customer service is responsive to the people and situations we are dealing with.
We filter enquiries for urgency criteria, confirming the property details, who is responsible for the assets, and the trades involved. Escalations vary in line with our clients’ instructions, and this may vary by customer contract, area, the trade, indicative costs of repair, time zones and your local hours of service.
Outbound contact for customer surveys, quality assurance, or database updates can also be easily managed as major projects or smaller rolling samples with the same Client Services team that provides support for your other services.
Community Housing is a specialist area of facilities management, and we have developed applications and agent training to support services for this sector. The main work centres on responsive maintenance after hours, but we also provide general customer service, including reception overflows from offices in multiple time zones, and outbound survey project work.
Our agents manage enquiries across diverse asset portfolios with responsive maintenance procedures varying by property type (investment, managed, owned outright), purpose (Special Disability Accommodation, NDIS assisted arrangements, boarding houses) and even priority that may vary for a tenant in some circumstances. Client Services work with clients to align our answering services to suit their operations. Our agents have broad experience assisting callers from culturally and linguistically diverse backgrounds and people with a disability or experiencing social disadvantage.
We also handle business hours overflow services for many social housing and community organisations, even those with offices in multiple locations and time zones.