How it works

When a funeral director shuts for the day they divert their branches phone to a unique number we provide. We provide all funeral directors with a unique number so we can provide a unique services such as answering in the funeral directors name, custom hold messages and providing relevant information about the funeral director for our team. As well as answering calls we can also respond to website/email enquiries so if you have a “Contact Us” form on your website you can send enquiries to specific inbox we provide so we can process the query. Whether the interaction is over the phone or via email, at Frontline we have a skills based routing system which allocates all tasks to staff.  Some of the tasks that our system can allocate include; Calls, Emails, Facebook messages and Tweets on Twitter. Using this system we can ensure that only sector dedicated staff with knowledge of your company and the industry you are in, would handle all interactions with your customers.

The above diagram shows an example of how we ensure that the process we follow is in-line with your expectations.

Our team are experienced in handling a variety of calls ranging from general enquiries to arranging chapel visits and organising removals. To assist our staff in handling calls we use software which allows us to create custom call flows based on the types of calls we expect to receive and the questions our client wants us to ask. This allows our staff to lead the conversation and take relevant information for each call type. Once calls has been processed we can send a summary of the call we took as soon as we get off of the phone or schedule the summary to be sent next working day. When a call needs passing out we can do this via calling the funeral director or Email and SMS.

In regards to reports we can send them in different formats for example Word, PDF and Excel. We can also send the reports in body of the email so they can be viewed on smart phones. We are also able to provide call stat reports which will list every call we took and the length of time we were handling the call. With the data we capture we can also provide analytical reports for example types of calls we receive out of hours.