A2. AFTER
OFFICE HOURS TELEPHONE ANSWERING SERVICE
HOURS
Monday to Friday : 5:00 pm to 9.00 am.
Saturday : 1:00 pm - 9.00 am the following Monday
or as per agreed between the client and KSS.
24 hours on Public Holidays
SERVICES TO BE RENDERED
We will allocate your company with a dedicated telephone
line to enable your in-house telephone receptionist
to transfer all your incoming telephone calls to us at the
end of each business day. After your telephone line has
been transferred to us, our telephone operators will answer
all your telephone calls professionally and courteously
in your company name.
This arrangement will provide your callers with a 24
hours telephone answering service; 7 days a week including
public holidays thereby enabling your company to respond
to urgent or important or emergency telephone calls round
the clock.
After our telephone operators have taken
the messages for your company, we shall follow your call
processing procedure that you have specified to us. Some
subscribers have several business units sharing the same
24 hours service hotline number and all incoming telephone
calls have to be manually processed in order to:
-
obtain all necessary
information needed to attend to the call
-
determine the relevant
business unit
-
contact the correct
staff on standby duty (usually on rotational basis) via
handphone to respond to the call
-
escalate the call to a higher level if no response is received from the first line duty person after a predetermined period of time. When your in-house telephone receptionist report for work at the start of each working day, she will take back the service telephone line for internal handling.
-
Daily reports if required, of overnight and weekend calls can be emailed to your office every morning for follow up on your side for a nominal fee (S$1.20 per page)
-
Your
company can provide 24 hours hotline answering service
without having to incur cost and deal with staffing
-
All
incoming business telephone calls are answered professionally,
courteously & cost effectively by a human receptionist
in your company's name
-
No
missed calls therefore no missed business opportunities
-
Enable
the correct staff to be summoned to attend to your customer’s
calls thereby giving your customers a good impression
through quick response and high service level
-
Attention
to customer’s urgent or emergency call is assured
by the escalation procedure
SUITABLE
FOR
Companies who must respond to service, important, urgent or
emergency telephone calls manually round the clock but do
not have an in-house 24 hours telephone answering operations.
The
type of businesses where round the clock service is critical
to the company's success is usually in the following industries:
-
Computer
hardware & software support for business critical,
time sensitive or non-stop operations
-
Telecommunication
services, e.g. voice & data networks
-
Transportation &
logistic services e.g. airline, shipping, bunkering &
urgent shipments
-
Lifts and escalators
-
Oil fields and chemical
plant support
-
Medical emergency
and evacuation
-
Air-conditioning support
-
International / Regional
Help Desk / Customer Care Center
-
Others
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