latest call handling & answering news

Ansaback, the Suffolk-based bureau contact centre, has just achieved a significant milestone by signing up their 60th telecoms client. Requiring 24/7 support, this new client is the latest addition to take advantage of the exceptional service that Ansaback is renowned for.

Providing communications companies with round the clock support, Ansaback encompasses a range of products from lines and broadband; to VOIP and mobile; to raising the fault with the relevant carrier or provider.

Matthew Taylor, Telecoms Manager at Ansaback, said: “Ansaback has been providing telecoms solutions for over six years now, and we are delighted that this venture has been so successful. We started off with just one solitary client raising line faults on eCo Repair, and this has steadily increased to our current total of 60 clients using more than 10 different portals. We continue to work extremely hard on behalf of our clients to ensure that we are providing a seamless experience to the caller; in many cases replicating the service that the client provides in-house.”

Ansaback agents have undergone telecoms training, to ensure that they are able to handle and report fault calls.  Thanks to our in-house software solutions provider, CallScripter™, agents are able to handle incoming and outbound calls in a friendly manner; proactively tracking a fault from start to finish to ensure that they are cleared as quickly as possible, whilst keeping the end user updated at all times.

The calls received within our contact centre and our dedicated desk service provision are continuously monitored and as a result this is an ideal opportunity for us to reward the most hardworking and committed agents within our company. Each month the Ansaback team leaders and supervisors nominate the best performing agents for the ‘Call Centre Agent of the Month Award’.

The winners are based on various factors such their overall quality of their telephone answering skills, best adherence to schedule and generally going above and beyond the call of duty. The reward gives them well deserved recognition for their extra hard work and the cash incentive given shows our gratitude. The winners in August were Claire Roper (above) and Amy Prime (right).

All at Ansaback were very proud to present a cheque to EACH recently following a years fundraising on their behalf. The money was raised via a series of events including dress down days, coffee mornings, competitions, sweepstakes and a sale of unwanted christmas presents !  The more adventurous call centre staff took part in the very competitive Ransomes Olympics (who also won the event - go Team Ansaback !), and the Santa Fun Run round Christchurch Park in somewhat adverse weather conditions!. All of the events have been great fun and generously supported by all the staff which resulted in a total amount raised of £1090.00.  This is a tremendous achievement given the challenging climate and all staff are to be congratulated on their efforts.

This is a 120 mile bike ride, overnight from Hackney in London, to Dunwich on the Suffolk coast.

Christian Pawsey, Commercial Director of Ansaback contact centre, Ipswich took part in the Dunwich Dynamo on Saturday 24th July – Sunday 25th July.

Christain said 'It sounds extreme, but is an experience never to be forgotten. Bikes on the train from Ipswich to Liverpool St and then a short cycle to the start point by a park in Hackney. There were 1,400 cyclists at the start, wearing all manner of brightly coloured cycle clothing so it must have looked quite strange.. We were told it wasn’t a race and the organisation was relaxed as some cyclists drank a beer or two in preparation and the photocopied instructions were handed out. Bikes started drifting off North from around 8pm and we started soon after.

As soon as we thought there would be enough ahead to show us the way. And that is how it turned out; we followed each other out of congested, dirty and noisy London streets, over the M25 and into Essex as it grew darker. Lights on in Epping Forrest and we joined the endless stream of flashing red cycle lights as it got darker. I can’t remember all the villages and towns but through the Essex night and places like Finchingfield and Sible Headingham, (a nice village hall open for tea and sandwiches around half way) before Sudbury on the Suffolk border and onto Needham Market, Framlingham and finally, sign posts for Dunwich.

We arrived some time before 5am, a little weary but surprisingly fresh. The queue for breakfast was already getting longer as groups of new finishers joined the growing crowds. I’ve had many English breakfasts, but few so well-deserved as this and several cups of tea later we took a short walk on the beach before driving home to catch up on our sleep! We had left our car there on Saturday but many London cyclists were swimming in the sea whilst waiting for trucks and buses to take them and their bikes home. I thought the cycle ride was enough, but already looking forward to a repeat performance next year'.