Inbound Call Services

"Proper inbound call management is key to the continued growth of your business"

Common sense and survey findings both tell us that the first call a customer makes to a company will influence how they feel about it.  At least one-third of women and 40% of men will hang up if they have to wait for more than three minutes after their call is first answered, for example.

Our incoming call centre callers assume that they are talking directly to our client – a compliment to the quality of our inbound call centre agents, and the training and technology behind them.  It’s the same quality that ensures every call is dealt with promptly and constructively.  Customers simply will not accept poor service from any inbound call centre operation.

The internet brings many additional calls as well.  Our systems and call centre staff easily handle email enquiries, ‘Call Back’ requests from websites, and so on.

Ocra London provides our clients with a full range of answering services that can either pick up a company’s overflow calls, cover non-trading hours or completely handle particular tasks.  Calls are dealt with immediately and professionally.  Our Service Agreement demands that 80% of calls must be answered within 20 seconds, and that 95% of first calls must be resolved during that first contact.  These figures are significantly better than industry standard.

Other types of inbound calls are dealt with via a client’s pre-recorded database of voice messages to present to a user.  This is ideal for information services of all sorts, for pre-sorting calls, for capturing caller data, and for making orders on premium rate numbers.  Time and cost savings are obvious.

Ocra London provides effective call centre solutions to the management and positive resolution of inbound calls on behalf of our clients.  Businesses cannot afford to get this aspect of their work wrong.