Out of Hours Cover

How we can help you

These days, we all want access to information immediately; your customers are probably the same and so if you’re not there to answer their questions, the relationship could be damaged. As Message Pad’s working hours are probably longer than yours (24 hours a day, 7 days a week!) you can advertise extended opening hours knowing that we’ll always be there to handle those calls that arrive when you’ve gone home. If you decide to work late, that’s fine, just divert your calls to us when you’re ready – there’s no need to let us know. Many of our clients are surprised by the number of calls that arrive late in the evening and at weekends and, of those calls, how many meant new business!

Enhanced service – call-out

If you already offer your customers round the clock cover, such as call-out for domestic services or a helpline for technical problems, Message Pad can ease the pressure on you at those unsociable times. By taking all the out-of-hours calls, our operators can determine, by using your pre-defined procedures, whether that call is a priority and needs your attention or whether it can wait until the next working day. If it is a priority, the operator will be directed automatically through the process to contact you or your on-call member of staff, following any escalation procedures you have in place if we fail to contact someone first time.

Enhanced service – tele-fixing

When your out-of-hours calls are regarding equipment or software problems, our tele-fixing service might save you time when it comes to non-urgent problems. By incorporating a database of equipment, for example, and the common problems and solutions associated with them within your account, our operators can provide simple instructions to assist your client. If the problem persists, we can then proceed to contact your on-call member of staff.

Needless to say, the detail of every call we take, along with the call-out process we followed, the responses we received and any information given out to your caller, is summarised and delivered to you by your preferred method, e.g. text message, e-mail, fax report etc, ready for you to review in the morning.