Tax Consultancy Specialising in Consumer Rebates
Background
Our new clients are a tax consultancy based to the south of Derby and specialize in helping clients claim rebates on their tax returns.
Most of their service can be carried out over the phone and so they help clients from all over England, including individuals, self-employed professionals, and small businesses.
Volume of Incoming Calls a Struggle
The firm was struggling to manage the volume of incoming calls from clients seeking tax advice and assistance.
With only one receptionist the problem was further exacerbated by the unpredictable peaks in calls and so the Consultancy was often overwhelmed, leading to long wait times and missed calls. This was understandably causing frustration and dissatisfaction among clients, leading to a decline in customer satisfaction and some unwelcome negative reviews.
The Solution
To address this challenge, the tax consultancy toyed with the idea of employing another receptionist but the figures didn’t work out for the time that was required and so they decided to try out our telephone answering service.
After speaking with our Customer Service team, explaining what was needed and expected, they signed up for our free trial to assess the benefits of the service.
During the trial period, we answered approximately 15 to 20 calls a day for our new clients and they were genuinely surprised to discover the volume of calls they had been missing was that high.
Our operators not only acted as a live messaging service but, based on our client’s instructions, also transferred callers to the correct department or person, essentially acting as an outsourced receptionist.
The Result
Thankfully the trial proved to be highly beneficial to our new clients and their customers. The Consultancy was impressed by the ease at which the service was set up and by professionalism and efficiency of our operators.
Our service was able to manage the high volume of incoming calls and respond promptly to clients’ queries and concerns.
The clients of the tax consultancy were equally impressed with our telephone answering service, not that they knew they were through to one. A week into the trial, one day in particular was highlighted as the Consultancy’s in-house receptionist called in sick, yet with all calls then being answered by Connect operators, there was no noticeable break in service. Despite the absence, calls were still answered, and our operators were able to provide accurate information and transfer calls to the right person or arrange a call-back.
The Tax Consultancy have signed up to our Classic:350 package priced at £461.99 per month and aim to continue with the current arrangements rather than employing a second receptionist.
Our telephone answering service provided several benefits to our new clients, including:
- No More Missed Calls:
Our operators put a halt to the several hundred missed calls each month. Clients were no longer frustrated by long wait times and/or unanswered calls. - Business Continuity:
Even when missing their in-house receptionist through illness, our operators were transferring our client’s calls to the right department or person. - Cost-Effective:
Hiring a full-time, or even part-time receptionist can be expensive. Our telephone answering service provides a cost-effective solution, saving the firm money whilst ensuring there is no drop in standards
Page Last Updated: March 13th, 2023