Discovery

This is our learning phase. So that we can reflect who you are to your customers, we will need to know general details such as:

• What challenges in your business have brought you to us?
• How many calls do you receive now and how many do you think you missed?
• What information do you need to give to your callers or collect from them?
• If you currently use a call management service, how would you describe your experience with them?

Once we have understood your needs, we present you with a service offer adapted to your needs.

Customization

Once you agree to move forward with your excellent decision to have i24 manage your calls, we dig a little deeper into defining exactly how you want your calls processed.

When your detailed needs profile is completed, the super i24 team leaps into action and creates your custom caller guide. This guide (script) appears on your Call Management Agent’s screen each time they respond to a call on your behalf, ensuring accurate, professional, and consistent service. We want your callers to feel they have reached your office directly.

CALL MANAGEMENT AGENT TRAINING

i24 is an industry leader in Call Management Agent training.

Once you have approved your script protocol, we match our expert Call Management Agents to your specific profile. We then immediately begin training them to respond to your calls in the way you specified.  We use all the available media tools to make sure they are familiar with your company’s business and your culture. Our agents are your customer service personnel. 

DEMONSTRATION

Once the programmers have done their magic and created your customized call script, we take you through a detailed tour of it to confirm that everything you need is there. This will be a live demonstration where you will see how a CSA will manage your caller’s exchange from “Hello…” to “Goodbye…”. If changes are to be made, this is the time we make them. This is the last step before going live and we begin managing your calls. It’s the dress rehearsal before “Showtime!”

We are one of the few Call Answering Service companies to provide a live demonstration before the service is initiated. The live demonstration has been cited by many of our clients for assuaging any worries they had about their first time using a call answering service or switching over to a new one.

YOUR ACCOUNT IS LIVE

So, now we know who you are, what your needs are and how you want to be represented. We trained our Call Management Agents to reflect all this in their response to your callers. You participated in a live demonstration of exactly how a call will be handled and corrected any items that you have identified for improvement.

The next step is to turn on the switch and begin managing your calls. You will receive documentation with everything you need including access to your private online Web Portal where you can access recordings of your calls, collect data and most importantly, update any changes in business or contact information. Now you can turn your attention to running your business instead of running for the phone.