Live Call Handling

Overview

With the advent of e-business, call centre applications must keep pace with advancing technology. JAM is no exception and operators are able to input data direct into clients web sites with the caller online. In addition to this, we can link server to server for various functions. Custom applications can be developed for larger projects.

Front Desk

Our reception service can be tailored to suit each clients needs.

All calls are answered with your preferred greeting and in your business/company name.

We can then either select a department or member of staff from a pick list and ‘patch’ the caller through to a direct line or take a message and forward the callers name, number and reason for call through to you by e-mail, sms text message to mobile or by fax. Messages can even be retrieved from the member services section of our website in real time.

Above all, you can be sure that when a call is placed to your business, that our telephone secretaries acting as your personal assistants, will act according to your instructions 24 hours per day, seven days per week.

Emergency Call Out Lines

In these days of 'round the clock' services, it can be a drain on resources and manpower to staff an in-house call centre and in many cases the level of business does not warrant the effort. Requesting members of staff to be always 'on call' can place a burden on staff and company resources.

The solution is to outsource the calls to a professionally trained team, used to dealing with calls for doctors, lift engineers, maintenance companies, locksmiths, IT support etc.

This service is a partnership between JAM and our clients. We rely as much on receiving updated rosters and current escalation procedures from our clients as they rely on us to control the passing of the calls effectively and efficiently. Calls in progress can be viewed via the ‘member services’ section on this site.

This is the service most outsourced to us by other call centres and a service for which we are widely known.

Mail Order

The calls into mail order businesses very often divide into three groups; credit card orders, customer service calls and brochure request calls. These calls often need to be handled in different ways.

For this reason it may sometimes be prudent to welcome the calls through an interactive voice response gateway although many clients prefer all callers to be greeted by a live operator.

Orders are always routed to an operator who will take the required details, including credit card numbers and the operator will choose from the on-screen menu of products and special offers supplied.

Customer service calls, which could be a customer chasing an order, may be routed back to the client during office hours and handled by JAM at other times.

Brochure request calls may be routed into voicemail to reduce costs. Data can be transcribed either by JAM operators and forwarded as a comma separated file to you by e-mail or on disc, or access to the voice files via member services for is provided for transcription by you.

Whatever your preference, JAM provide a seamless interface, enabling mail order businesses to offer 24hr credit card order hotlines.

Full reporting facilities including order values and call statistics are available via the member services section of this site.

Media Response

JAM Media Response is ideally suited to handle both large and small campaigns whether the media is radio, TV or press, mail shot or fax broadcast. Our combination of ‘live’ call centre and IVR facilities provides an efficient and comprehensive solution.

Current media response campaigns include donation lines for charities, competition lines, brochure request lines, information lines etc.

Real-time access to ‘live’ data via the member services section of this site can be hugely beneficial in taking advantage of last minute special offer advertising rates.

Call 0208 207 0007 or fill out our enquiry form for more information.

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