Company | 20th April 2025
Here at Orca, we recognise that human interaction is essential when providing exceptional customer service. While more call centres are beginning to implement AI into their everyday operations, Orca believes that no matter how much AI can assist in some operational tasks, it can never replace the level of support that a human can.
According to Forbes, nearly 60% of Brits have concerns about the use of AI. A study by the UK-based consultancy firm O2 found that 68% of customers prefer talking to a human rather than interacting with an automated system. This is why 100% of our calls are answered by our highly trained PAs, who can assist callers with anything from maintenance and property queries to car dealership enquiries to medical appointments.
With our 24/7 call answering and live chat services, your business will never miss a call again. Our professional team ensures that every customer enquiry is handled promptly and professionally, whether it is during business hours or late at night.
Our PAs can handle calls from distressed housing association tenants who may require emotional support. It is important that callers feel safe and understood when speaking to our PAs who can provide reassurance and resolutions in stressful situations.
With the rise of AI many call centre employees may feel worried about the longevity of their role. At Orca, we are committed to job security and firmly believe that while AI can improve efficiency in certain areas, it can never replace the professionalism, dedication, and empathy of our PAs. Human connection is at the heart of customer service, and our PAs play a vital role in delivering the high standards that our clients expect.
At Orca we are constantly trying to elevate and improve the quality of service we provide to our clients. Our PAs undertake regular training to stay up to date with new technological advancements, ensuring that they have the knowledge and skill set to deliver exceptional support 24/7. This ability to quickly adapt to a changing landscape puts our PAs miles ahead of automated systems which require constant technical supervision.
