Case study for IT software and support companies

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positive feedback from customers

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+ calls answered within the IT software sector

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average monthly quality score for our PAs

The challenge

North West Linux first approached Face For Business back in 2015. They had found that they were increasingly engaged on the phone, often on lengthy calls troubleshooting client issues remotely and were keen to ensure that their service levels were maintained. The owner had considered a number of solutions and decided that a telephone answering service was the way to go.

Our approach

We discussed at some length how best for North West Linux to use our services and it was decided that they would divert all of their unanswered calls to FFB. They were introduced to their lead PA who specialises in answering calls for the IT sector and who spent some time getting to know their business.

I can divert my calls when I’m in the workshop repairing computers and especially when I am on site installing data cables, and undertaking intricate switch work.

The results

They completed a free 7-day trial of the service and were delighted with the results. They now have:

A lead PA who is familiar with their business and who sends informative messages so that they can prepare when returning the client’s call
All of their calls answered, resulting in an increase in customer satisfaction
Any new enquiries captured, preventing the caller from going elsewhere

We’re still working with North West Linux and have become an integral part of their business, with many of their clients on first name terms with our PAs. They haven’t had to employ any additional staff – we offer a cost-effective solution with none of the headaches.