Meridian House, Road One, Winsford Industrial Estate, Winsford, Cheshire, CW7 3QG

FAQ

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How can Office Link help me to provide the best service for my customers/clients?
Office Link has a wealth of customer service experience to draw from. Our staff are available 24/7 to answer calls from your customers/clients and handle those calls exactly as your own staff would. We work with you to make sure we have all the information needed to ensure that each enquiry is dealt with exactly as you would expect it to be.
How would I get my messages?
You can retrieve your messages in a number of ways:
  • Via email or fax. Messages can be sent to you via email or fax free of charge at any time of the day. You can receive them all at once or via a schedule as laid out by yourself.
  • Via SMS Text message. For a small charge per SMS you can have your messages sent directly to your mobile phone.
  • Via an operator. For the cost of a call you can call in for your messages at any time of the day or night and retrieve them via one of our operators.
  • Our clients can also check their messages via our website using our existing client log in page. Should you ever have problems accessing your email you will still be able to view every message that our operators have taken for you.
  • Via our website. Clients can now check their messages online, at no extra cost, using their unique, secure log in.
Can you connect my customers directly to me?
We can 'patch' your callers directly to you on either a landline or mobile phone. We only charge you for the time that we are on the call. When the call has been transferred to you any charges that you may incur would come from your telephone provider. Please refer to your provider for any possible charges.
How quickly can my service be set up?
We can not say exactly how long it would take to set up your service. The time it takes depends on the complexity of your service and how quickly information is exchanged between Office Link and yourself. On average your service may be set up within 2-3 business days. However, in an emergency a basic screen can be set up almost immediately.
Will I have a dedicated account manager?
Office Link clients are allocated an account manager. You can refer to your account manager with any amendments or questions that you may have.
What does a standard report include?
A standard report includes all the contact details, categories, questions and other information relating to your calls.
What happens if calls come through to you outside of my service hours?
Any calls that come through to us outside of your agreed service hours will be handled as exactly as they would at any other time. We do not cut the service off at a specified time and you would just pay the call charges, there would be no extra cost in relation to your service charge.
How would I divert my calls to you?
Diverting your calls to us is a very simple process and is done in one of two ways. If you choose to divert your existing line to us we would provide you with a DDI number and full divert instructions that you set up via your telephone handset. If you choose to use one of our 0845 numbers that line will automatically come through to us. However, a time related divert can be set for you so that you can take calls in your own office when it is convenient for you to do so.
Can I have more than one phone line targeted to the same number?
Yes, you can have more than one line targeted to the same telephone number. Calls can be answered in the same way for each line or you can specify that each one is answered differently.
How will your operators know that it is one of my calls that they are answering?
When your calls come through to Office Link the operators know that it is one of your calls as your company name appears on their phone and your screen opens up on their monitor.
What is the difference between a genuine call and a nuisance call?
Genuine calls are calls that you would normally take and/or action. Nuisance calls include: Hang up calls, Prize line calls, Sales Calls etc. Our operators can disregard all of these and you will not be charged for those calls.
Can I request that I don't receive sales call?
You can specify that you do not wish to receive any information relating to sales type calls. Our operators will simply inform the caller that the company does not accept sales calls. You are not charged for those calls.
Will my callers know that they are through to a call centre?
As your calls are answered and handled in the same way as your own staff do your callers will not know that they are through to a call centre. Some companies are happy for their clients/customers to know that they are through to a call centre and this is noted on their screen, if this instruction has not been given to us then we do not give that information out.
Can emergency calls be fielded out to my sub contractors?
Yes, emergency calls can be fielded to your sub contractors. We can work from a list provided by you or search a database of your contractors. We can call both UK numbers and numbers abroad.
How does transferring calls to a phone number abroad affect my call charges?
Once we transfer a call to a number abroad you will be charged for the international portion of the call. Please contact our office for further information relating to international call charging.
Can you take orders on your system?
As part of our unique system we are able to take orders directly from your customers. You will receive all the order information within your message. We can work off your actual stock codes or we can link into your stock screen keeping your stock levels completely up-to-date.
Can you take my customer's payment details?
We can take your customers payment details via our purpose built screen (within your main screen). This information will be sent to you as part of the main message for to process through your existing processing system.
Is it possible to have messages sent to more than one member of our staff?
Messages that we take can be sent to one or more members of your staff. They can also be sent to individual email accounts.
How often will I be invoiced?
Office Link invoices are sent out on a monthly basis.
How can I make payment of my invoices?
You can make payment of your invoice via credit card, direct debit, cheque or BACS payment.