Routine customer enquiries
Customers do not always know which person to ask. We provide a consistent first point of contact for questions about an existing booking, a service area, office hours or the next step in a request.
Agents use your approved answers and record the reason for contact. Anything outside those instructions goes to your nominated contact, with enough detail to avoid asking the customer to repeat the whole conversation.
- Phone and email enquiries within agreed office cover
- Booking status and appointment-change requests
- Invoice enquiries recorded for your accounts team
- Messages and service requests passed to the correct department
Appointment support
We collect the details your team needs to arrange a visit: contact information, service address, the type of request and preferred availability. Bookings are entered or requested according to your rules.
A requested time is not treated as a confirmed appointment until the agreed checks are complete. Where capacity, travel time or job complexity requires a decision, your team makes that decision before the customer receives confirmation.
Callbacks and follow-up
Outstanding callbacks need an owner and a next action. We maintain a working list, make routine follow-up attempts within your instructions and update the record when a customer is reached or a matter is referred back.
A handover can include the customer's request, attempts made, any promise already given and the person responsible for the next step. We do not close an enquiry simply because a message has been forwarded.
Seasonal and temporary cover
Support can be scoped around a busy season, planned absence or a defined office backlog. The cover period, contact channels, operating hours and expected volume are agreed before work begins.
| Northspan can handle | Your team retains |
|---|---|
| Routine answers from an approved guide | Technical advice, quotations and service decisions |
| Appointment requests and permitted changes | Capacity rules and exceptions |
| Invoice-question intake | Payment decisions, refunds and account adjustments |
| Callback records and routine updates | Complaint resolution and urgent escalation decisions |
Scope and pricing
We scope work around the tasks, hours and likely contact volume. An initial discussion establishes which enquiries can be handled directly and which need an office handover. There is no universal per-call package: a short seasonal assignment and an ongoing booking desk have different needs.