Our Contact Centre Services
Helping you to service, acquire and retain customers
Call Answering Service (24x7)
We offer a comprehensive call answering service for all our clients, with our service providing support 24 x7, 365 days a year. With this extensive level of support, it ensures that we can provide ultimate call coverage for our clients, regardless of their industry, service requirements, and operating hours.
Multi Channel Support Service
Our contact centre extends beyond handling phone-based interactions, to include the receipt and handling of emails, online chats, SMS texts. Being a full contact centre, we can receive and respond to support requests on your behalf, from a wide range of digital and phone-based channels.
Customer Service Help Desk
Our capabilities extend beyond the standard call answering service.
As your virtual “Help Desk’ all calls from your customers and clients will be handled and directed in a manner that will be part of our service agreement.
Our virtual Help Desk service can include, and not be limited to:
- Basic message, or full helpdesk triage and support. The choice is yours.
- Handling all incoming calls, emails and chats. In essence acting as a seamless extension of your business. In this virtual Help Desk role, we will effectively and efficiently understand the issue raised by the caller, and triage this, to determine the appropriate ‘fix’ or solution, within the approved and pre-agreed service scripting.
- If required, we can forward the issue to one of your approved service providers, for that party to implement the necessary fix, e.g. passing a property maintenance task on to an approved trades business (e.g. plumber, electrician).
- When including a third party or service provider in the interaction, we will record the time and date of the request, the entity / person it is assigned to, and the expected time of completion.
- Robust escalation and follow-up procedures and processes. We will monitor all work in accordance with scripting until such a time as the work is passed over, completed or we have been advised it can be closed off. We WILL NOT ‘drop the ball’.
- One special area of expertise is our flexibility and capability to work within the client’s own applications / systems. This includes logging and registering work requests within the client’s internal IT system/s.
- As part of our comprehensive virtual Help Desk service, we can provide regular reporting on a daily, weekly or monthly basis as required, or even a combination of all three.
“We changed to The Call Centre after nearly 20 years of using the same provider and John and his team have now looked after us for 3 years. Our 24hr/7 day requirements are more complex than most and John and his team have always managed to accommodate these very efficiently (and with humour when required). Any small glitches have always been resolved quickly and easily. A great New Zealand company!”
Justine Boot
We service and support clients NZ & Australia wide; both small & large sized clients, across many industries.
We provide a fully customised service, tailored to meet your specific business requirements.
We provide a superior call centre service, with our performance metrics demonstrating our expertise.
We encourage new clients to visit our contact centre, to talk about their business and see our team in action.
