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.
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 me or my team and we will clarify any questions that you have, David Toner Managing Director 0800 002 9277.
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.
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.
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.
We take data protection extremely seriously at all levels of our organisation. We are fully GDPR compliant at all levels.
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.
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.
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.
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.
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).
The free trial is a complete sample of how we operate our services, you will experience the full benefits of using orca.
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).
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.
All clients are taken care of by our Client Relationship team, and a team of dedicated PA’s.
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.
Absolutely not. A simple divert will be set up from your existing telephone number.
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.
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.