The Virtual PA founded and directed by Beccy Pope provides a wide range of virtual secretarial, administrative and project services to small businesses and entrepreneurs across the UK. Services include: diary and appointment management, email management and more significantly telephone call and message handling.
One of VPA’s largest challenges has been in identifying a flexible and cost effective solution that will enable them to professionally manage calls on behalf of their customers as they continue to grow. One of the key considerations was how they might provide clients with a tailored answering solution that could be utilsed for business phone, mobile phone or even home office phone as and when required?
They also needed a service that enables professional handling of out of hours calls without the need to employ contact centre staff around the clock 24/7/365.
Finally the founder Beccy Pope felt that she needed a system that was scalable and could grow with VPA both in terms of customer numbers and available features and functionality. All had to be cost effective such that it would be affordable for busy clients requiring a high recurrence of inbound support. VPA approached Evoke Telecom to explore options and better understand what alternatives might be available.
The team at Evoke Telecom felt that one of their ‘Intelligent Inbound’ solutions provided by either Gamma or Invosys would potentially provide both the personal and professional service that VPA required. With Intelligent Inbound solutions each client can be assigned a dedicated ‘personal assistant’ telephone number. Any of their telephones can be diverted to this number which in turn delivers incoming calls to an intelligent cloud platform. The platform then delivers that call onwards to a location of VPA’s choice. VPA have web portal access to the platform and can determine how each incoming call is directed and handled.
As a call arrives at VPA the specific name of the client being supported is ‘whispered’ ahead of call delivery. This enables the team at VPA to know exactly who they are answering the call on behalf of, ensuring a
professional and personal call handling experience every time.
VPA now have a solution that delivers announced, managed inbound calls on behalf of their clients. They have the ability to to adjust and refresh the direction and management of these calls instantly, via either a laptop or using a smart mobile device.
By utilising local or ‘freephone’ numbers they can positively impact the call costs associated with their clients existing call provider delivering best possible cost savings. What is more, the wide range of service options means that VPA are now able to explore added value service bundles for their clients. This is enabling them to deliver a top of the range PA service and increasing their return per customer.
“The new inbound call cloud platform from Evoke Telecom means that I am able to provide seamless telephone support for my clients. The clients I work with are constantly juggling their time. The cloud platform allows them to easily and quickly divert their number to The Virtual PA as and when they need to, ensuring their calls are answered when they are not available or at times when they cannot be disturbed. Evoke Telecom Services are a
great team to work with, going over and above to find the best solution for my clients needs.”
Becky Pope, Founder – The Virtual PA
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