Your phone line, answered.

What happens on a call.

• Your greeting

  You set the greeting, so you decide how it introduces itself on every call.

• Its own voice

  The phone agent has its own voice and call settings.

• Details after the call

  Calls are analysed after they end, so the details fill in once the call is over.

• Warm transfer

  On a call, the agent can put the caller through to a person on your team.

• Recordings

  Calls can be recorded, so you can hear what was said.

• Nobody free

  When nobody can take the call, it says so and offers to take a message or a callback request, which you find in the call's transcript.

Three example calls. Scripted, with fictional callers, to read rather than hear.

Who a call goes to is up to you. When nobody can take it, the agent says so and offers to take a message or ask someone to call back.

• ExampleAn ordinary enquiry

  It answers, asks your questions, and reads the number back.

  1. Iris

     Good morning, admissions office. How can I help?

  2. Caller

     Hi, are admissions open for grade 6 next year?

  3. Iris

     They are. Is this for your son or your daughter, and which school are they at now?

  4. Caller

     My daughter. She is at Northfield Primary.

  5. Iris

     Thank you. Can I take your name, and the best number for the admissions team to call?

  6. Caller

     Dana Whitfield, 07700 900321.

  7. Iris

     Thank you, Dana. That is 07700 900321. The admissions team will call you about grade 6.

  8. The call ends. With analysis on, the summary and your fields fill in once it is over.

• ExampleA caller corrects their name

  It checks the spelling, takes the correction, and carries on.

  1. Iris

     I can ask the admissions team to call you. Can I take your name?

  2. Caller

     Siobhan Kelly.

  3. Iris

     Thank you. Is that spelt S, H, I, V, A, U, N?

  4. Caller

     No, it is S, I, O, B, H, A, N.

  5. Iris

     Sorry about that. S, I, O, B, H, A, N, Siobhan Kelly. And the best number to reach you?

  6. Caller

     07700 900654.

  7. Iris

     That is 07700 900654. Thank you, Siobhan.

  8. The whole exchange is kept in the call's transcript.

• ExampleA question it cannot answer

  It says so, tries a person, and offers a call back when nobody is free.

  1. Caller

     Do you offer a discount for a second child?

  2. Iris

     I do not have that in what I have been given, so I would rather not guess. Shall I put you through to the admissions team?

  3. Caller

     Yes, please.

  4. Iris

     Connecting you now. Please stay on the line.

  5. The caller waits on hold while the agent checks that someone can take the call. Nobody is free.
  6. Iris

     I am sorry, I could not connect you just now. I can take a message, or ask someone to call you back. Which would you prefer?

  7. Caller

     A call back, please. Tomorrow after four, on 07700 900987.

  8. Iris

     Of course. A call back tomorrow after four, on 07700 900987. I have passed that on to the team.

  9. The request is in the call's transcript, and in its summary when analysis is on.

Who works here. On your own channel, day and night.

• Front deskAnswers your website chat, phone calls and WhatsApp from your own pages.
• QualifierTalks with every lead, inbound or outbound: asks your questions and takes their details.
• HandoverLets your team take over, transfers calls and takes callback requests.
• Night shiftKeeps answering after hours, and takes callback requests for the time they prefer.