Is it possible to only have critical calls escalated?

Yes. Our customisable service is fully adaptable to your unique requirements and operational procedures. Through our scripting tool, you have the ability to implement tailored filters, ensuring that only the calls warranting immediate action are escalated. Call filters may include factors such as:

• The urgency of the issue
• The type of issues reported
• The company the caller represents
• Any other criteria that may warrant triggering an escalation

When calls do not meet the escalation criteria, the receptionist may:

• Send a standard message to you via email or SMS, without any confirmation required
• Advise the callers to phone again during standard business hours, if that’s your preference for any such calls received after hours