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Frequently Asked Questions.

How Does orca Work?

Have a question about our services?

Frequently Asked Questions about orca's services. Don’t see what you need here? Please get in touch with one of our friendly advisers who will be happy to help answer all your questions.

Why should I choose orca?

We believe that we provide the highest quality and the best value for money outsourced customer contact services that will meet your every need. We hope that reading through our website you are convinced, if not please call our Managing Director or anyone in the orca team and we will clarify any questions that you have - 0800 002 9277.

Can we turn the service off and on based on our peak times of the year?

Yes, we can program the times you want us to answer for you, alternatively, if you have a programmable phone system, you can apply whatever time settings you wish.

Do you have to answer all our calls, or can we use your service as an overflow?

No, most of our clients divert calls to us on an overflow basis e.g. if they don't answer in the first 5 rings or so, the call will divert to us.

Can you answer multiple calls at the same time?

Yes, we have robust systems and plan in spare capacity in the event of spikes in call volumes. We can take multiple calls for a single client provided their own phone system can divert multiple calls to us.

What about data protection?

We take data protection extremely seriously at all levels of our organisation. We are fully GDPR compliant at all levels.

What happens if we use up or go over our monthly call allowance?

Don’t worry we will continue to answer your calls. Calls or chats over the monthly allowance are charged as additional items on the following month's invoice, as per your Service Level Agreement. You can receive daily or weekly stats, or log into your online portal, to monitor your usage.

Will customers using our live chat know that we have outsourced the operation of this function to you?

No, all of our services are seamless, i.e. provided as if we are a member of your team and sitting in your office. Only if you want us to advise callers that we are an external service, would we normally do so.

How will you know what steps to take with each call?

Before we start taking your calls, we obtain detailed information and instructions from you about who you are, what you do and how you want us to answer your calls. In many cases this is obtained over the telephone during the "Welcome call", a call from your dedicated PA, where every aspect of the service set up is agreed. In some instances, a personal visit from us is undertaken if processes are more complex.

How long is my agreement?

Agreements are variable and are agreed on a client by client basis and are dependent on the nature of the services provided. The more bespoke and involved the service the longer the agreement may be. Generally, longer agreements attract preferential rates representing better value for money.

How do I divert my calls to you?

It's simple and we can handle the entire process. Calls are either diverted from your phone system or a rule is placed on your line at the telephone exchange (ordered through your telecoms supplier).

Does the free trial enable me to use the whole service?

The free trial is a complete sample of how we operate our services, you will experience the full benefits of using orca.

How quickly can you set everything up?

The process is very quick and efficient. Depending on the type of divert needed, the entire process can take from a few minutes to about 3 days (if a divert needs to be ordered via your external telecoms provider).

Will I be charged for wrong numbers or hoax calls?

Our PA's can place a mark on a call for it to not be charged. In the event of a persistent unwanted caller, we can swiftly block the number.

Will I have a dedicated account manager?

All clients are taken care of by our Client Relationship team, and a team of dedicated PA’s.

How will my calls be answered?

Your calls will be answered by a team of dedicated and highly trained colleagues, in your business name, to your preferred instructions and in your business style.

Will I need to change my phone number?

Absolutely not. A simple divert will be set up from your existing telephone number.

How are messages taken and passed on?

Your calls will be answered by a team of dedicated and highly trained colleagues, following your preferred instructions and these messages will then be passed over in a pre-agreed format, for example, email, call transfer.

What is the cost of each call?

All of our packages are pre-agreed prior to going live and calls are inclusive irrespective of length and complexity once the package is agreed. Calls both within and out of the package will also be at the agreed fixed rate based on our Service Level Agreement. We provide the most competitive and value for money service within this sector and give you the added benefit of certainty and peace of mind. Please contact our new business team on 0800 002 9277. We will be happy to send you a detailed proposal.

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