Industries · IT hardware & equipment
Half the calls are “is it ready yet”.
An IT desk takes in machines all day and then spends the day being asked about them. Ava answers that question off the number the customer is ringing from, without anybody spelling out a surname.
What your phone rings about
- “Is my laptop ready to collect?”
- “What did you find on it, and what is it going to cost?”
- “Have you got that model in, and can I have it today?”
- “I need somebody to look at a machine that will not boot.”
Ava · inbound
What she does with them
- Looks up the job on the number they rang from and tells them exactly where it is up to — no reference, no surname, no being put on hold.
- Answers what you sell and what you do from your own written answers, and sends a quote when they ask for a price.
- Puts whoever genuinely needs a technician through to the right desk, and writes up the ones that do not.
- Takes the after-hours calls that used to go to voicemail and sit there until Monday.
Sarah · outbound
What she does about the ledger
- Chases the invoices behind finished work, which is the money most easily forgotten once the machine has gone back.
- Works from your ledger and never reads out a figure she cannot confirm.
- Keeps every conversation, so a disputed bill has a recording and a transcript behind it.