Outsourced call handling for mining companies

Of course! Upon activation of your service, Vodafone Business Answering will provide you with an individual number specific to how you would like your calls handled. Once the number has been provided, you are able to set the diversion from your landline, mobile and/or 1300/1800 number based on your specific requirements.

Common diversion settings able to be setup conditionally are:

• Divert your calls if on another call
• Divert your calls after a number of rings (able to be set up with your originating number provider)
• Divert your calls if switched off or out of range (mobile-specific)

Alternatively, we are operational 24/7/365 so you are able to divert your calls and have them answered by our team whenever you feel necessary (for example, turning on your diversion only after hours, if a staff member is away sick or on annual leave, or if your usual capacity to answer calls in-house is impacted by anything else – such as a training day).

Yes. We are available to answer your call any time of the day or night. Vodafone Business Answering services are operational 24 hours a day, 365 days a year, to help ensure your business never has to miss a call.

You can choose to have us answer calls only during business hours, only after hours or around the clock 24/7 simply by managing your diversion settings.

Yes! Vodafone Business Answering’s escalation service, available as an add-on to any Business Assistant plan, is a foolproof way to ensure the right personnel are notified promptly of any emergency situations (even if it’s the middle of the night).

An escalation call is when a message is sent to your relevant contacts via SMS, email or outbound phone call and continually followed up (using a set procedure based on your company requirements) if there is no response confirming the message has been received.

Yes! Vodafone Business Answering’s scripting solution allows you to tailor each call pathway as you require, from different questions being asked based on your caller’s responses to alternative methods of message delivery.

Our scripting software is able to be tailored to each of our client’s requirements to ensure all calls are filtered based on your specific needs. We can also input information directly into your CRM or integrate scripts with other Vodafone Business Answering specialised solutions such as Escalation Management and Lone Worker Safety Monitoring.

Within all lone worker services, the following are requested on all calls:

• Full name
• Phone number
• Location
• Expected duties

Receptionists can request any other information, based on your company’s specific requirements.

Other information commonly requested within a lone worker service includes:

• Location travelling from and to
• Vehicle registration number
• Staff member’s department
• Satellite phone number

Any time one of your staff members has an active login, there will be an open escalation in our system. Should your staff member not contact the service prior to the expiration of the nominated timeframe of their login, our receptionists will be notified that action is required. They will then immediately start to escalate the login through your stipulated process (a set phone out, SMS and/or email procedure as outlined within your requirements).