Frequently Asked Questions
Below are some of the questions frequently asked by our customers. We have tried to summarise the answers to give you an insight into who we are at NordicCall and how we work. If you have any questions or would like anything clarified then please do not hesitate to contact us. Our secretaries are ready to receive your calls on 0045 7020 9404
Our secretarial services are as good as when you hire a secretary. If you have any specific requirements regarding the way your calls should be answered or your messages received, please feel free to contact us.
How does the system work?
When you use NordicCall’s secretarial services, your company is added to our system, where we store information such as the nature of your business, a list and contact details of your employees and how you would like your calls to be answered.
You will be assigned a phone number to which your calls can be forwarded. You decide when you would like your calls to be forwarded to us. Some customers choose to divert their calls all of the time, while others only do so when their phone is busy or not being answered.
The assigned phone number is personal to your company, so we, at NordicCall can see the incoming call is intended for your company. When we answer your calls we have all the information about your company stored in our system. This allows us to answer your calls precisely as you wish.
We can divert phone calls to individual employees or we can take a message which can then be sent via email or text message. Both are done automatically via our specially developed Call management System, which also keeps track of the number of calls we receive for your company.
We answer your calls when you are on vacation, ill or even on a course – basically, when you are busy.
You will find a more detailed introduction to our system by clicking here.
How do we answer your calls?
Here at Nordiccall, we have professional secretaries ready to take your calls. All calls are answered personally with the company name and the company greeting.
Your customers do not know they are talking to an external service. We learn all the information we need to know about your company and transfer calls quickly and easily to your employees.
How long does it take to answer a phone call?
When your call is forwarded to us, we do our best to answer it as soon as possible. On average it takes 8 seconds from when the call is forwarded to when we answer it. While the customer is on hold, they will hear pleasant music along with regular updates of the waiting time.
Can you forward my customer’s call to me?
We can forward phone calls to your company or your employees. When we divert a phone call, we will tell you who is on the line before we transfer the call. If you do not wish to take the call or your line is busy, we will take a message for you.
We can divert calls to direct lines, home offices or cell phones. We only try to divert calls twice for each phone call. You pay the fee for each call we transfer to you. The amount is charged in full once a month.
Can you receive messages?
When we answer a phone call, we always use your welcome message. If you have specific requirements with regards to your message, we can integrate this into our system. For example, if you need all your customers to leave an email address, we will always ask for this.
As soon as we have finished a phone call, the message is delivered automatically to your company or your employee. You decide whether you want the message delivered via email, text message or fax. You are also always welcome to call us to read the messages we have received for you.
Delivery of the messages is of course included in all our prices.
Can you take orders?
We welcome orders from your customers and can provide information about your products and prices.
Your company is created as an independent unit in our system, which allows you to add any significant information about your business. You are welcome to send details of your products and prices to us so we can answer the most frequently asked questions.
We also have the ability to store order forms on our system, so we can receive all relevant information when a customer wants to place an order. Orders are sent to your email or via text message.
Can I have my calls filtered?
Maybe you only require a call to be redirected at peak times or perhaps at other times of the day. You may require certain customers to be redirected, leaving you free to accept other clients calls.
If you have any further requirements or requests please do not hesitate to contact us.
Can you give priority to selected customers?
We can create a VIP status for customers of your choice in our system. This allows us to distinguish between calls that can be put straight through and calls for which messages should always be taken.
In what languages can you answer my calls?
Our secretaries can answer in Danish, Norwegian, Swedish, German, French, Finnish, Dutch, Spanish, Italian and English.
Can I trust the quality of your service?
At NordicCall we strive to provide excellent customer service and we consider it our foremost duty to answer every phone call personally, professionally and courteously.
All our staff undergo regular training and we continuously practice quality control on all our calls.
In addition, we offer our customers the opportunity to test our service for 10 days, completely free of charge. Click here to read more.
Will I be assigned permanent secretaries for my business?
NordicCall’s opening hours extend beyond the normal working week. Therefore 2 permanent secretaries will be assigned to your company. Sometimes, however, we need to have other secretaries provide a back-up. Each secretary is always efficient when answering your calls.
Who are your employees?
All our staff are accustomed to answering the phone in a friendly and professional manner. We have full-time employees aged 23-55, who all take pride in providing the best possible customer service.
What happens to my calls outside your office hours?
We answer your calls every weekday between 08.00 and 18.00
Outside office hours we can offer to play a recorded message which your permanent secretary will record. You can change this message freely for every occasion.
When a message is left on your answering machine, you will be informed by email.