Busy peaks can occur with incoming phone calls. This is not only inconvenient for the customer who is calling and sometimes has to wait on hold for several minutes or fails to speak to anybody at all; it can also be detrimental to your organisation, since your accessibility is one of the most important factors when it comes to customer satisfaction.
The question is: How do you arrange that your business is easily accessible? For occasional peak traffic, it is not very efficient to take on your own employees. We note from experience that more and more organisations, often modern online companies, let the person who happens to be free answer the phone. A separate reception area often no longer exists. However, this system does not work very well. The fact is that nobody particularly likes having to interrupt their work to pick up the phone.
HMS has the resources to maximise your company’s accessibility. In addition, you could choose a flexible solution where, for example, calls are only forwarded to HMS at peak times. You can also use our services on a permanent basis, if you do not have your own reception for instance.
HMS fulfils the reception function in an extremely professional manner. If you have customers who call more frequently, they will be instantly recognised, thanks to our advanced automation. This makes your customers feel that they are being treated personally. Furthermore, we resolve simple questions immediately. If a question is more difficult to answer, we try to get a picture about the most suitable person to whom we should pass the question as clear as possible, and make an appointment to call back. That puts a definitive end to your customers having to wait for a long period. Everyone is helped immediately on the phone.