Faq - NordicCall

FAQ - frequently asked questions

Below we have collected a number of the questions we are often asked by our customers.

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Today, we help more than 300 companies with their telephone answering, live chat and customer service.

Telephone answering

We answer all customer inquiries for you and your company. Every day of the week, 24 hours a day, all year round.

Telephone answering

How does your system work?

When you enter into an agreement on telephone answering with NordicCall, your company is created as a unit in our system. Here we jointly add information about who your company is, which employees are employed and how you want each phone call to be answered. Your company is then assigned a telephone number to which your telephone calls can be forwarded. You choose yourself when the transfer should apply. Some customers choose to forward all phone calls, while others only forward when the phone is busy with other calls or when it is not answered. The phone number your phone calls are forwarded to is personal to your company. That way, at NordicCall, we can always see that it is you who is being called. When we answer your phone call, we can see in our system all the data we have about your company. In this way, we have the opportunity to answer the phone calls exactly as you wish. We can forward phone calls to individual employees, or we can receive messages that can be sent via e-mail or SMS. Both parts take place automatically via our specially developed IT system, which at the same time automatically keeps track of how many phone calls we answer for your particular company. We answer your phone when you are on holiday, ill or on a course - in short: when you are busy yourself. You can get an even more detailed introduction to our system by clicking here. Both parts take place automatically via our specially developed IT system, which at the same time automatically keeps track of how many phone calls we answer for your particular company. We answer your phone when you are on holiday, ill or on a course - in short: when you are busy yourself. You can get an even more detailed introduction to our system by clicking here. Both parts take place automatically via our specially developed IT system, which at the same time automatically keeps track of how many phone calls we answer for your particular company. We answer your phone when you are on holiday, ill or on a course - in short: when you are busy yourself. You can get an even more detailed introduction to our system by clicking here.

How is the phone answered?

At NordicCall, professional secretaries are ready to answer your phone calls. All telephone calls are answered personally; with the company's name and with the greeting the company wants. As a rule, your customers will not know that they are talking to an external switch. We get to know the most important information about your company, and transfer it to your employees simply and quickly.

How long do you take to answer calls?

When the phone is forwarded to us, we do our best to answer it as soon as possible. On average, it takes 8 seconds from the time the phone is forwarded to us until we answer the call. During the waiting time before the call is answered, the customer will hear pleasant music, regularly interrupted by information about how long the waiting time is.

Can you forward calls to employees?

We are happy to divert telephone calls to your company or to individual employees. We can switch to all Danish and foreign landlines and mobile phones. Normally, however, we only attempt forwarding twice for each phone call, so that the customer does not have to wait too long on the line. When we forward phone calls, we will tell you who we have on the phone before the transfer is carried out. If the phone call is not desired, or if the employee/department is busy, we will return the call and receive a message.

Can you take messages?

When we answer a phone call, we can always take a message. If you have special wishes for your message data, we can integrate this into our system. If, for example, you need all customers to leave an email address, we make sure to always ask for this. As soon as we finish a phone call, the message is delivered to your company or to a specific employee. It happens automatically, and you choose freely whether you want the message delivered via e-mail or SMS. You are also always welcome to call us to have the messages we have received read out to you. Delivery of the messages is of course included in all our prices.

Can you accept orders/orders?

We are happy to accept orders from your customers or provide information about your products and prices. Your company is created as an independent entity in our system, where you have the opportunity to add all important information about your company. For example, you are very welcome to send us details about your products and prices so that we can answer the most frequently asked questions. We also have the option of integrating order forms into our system, so that we can easily receive all relevant information when a customer wants to place an order. Orders from customers are sent like all other messages to your e-mail or via SMS.

Can you filter calls?

NordicCall is happy to segment your phone calls. Perhaps it is only a certain type of call that you want forwarded, for example we could send orders by email and forward all other calls, or perhaps you want us to sort e.g. sellers out. If you have special wishes, in other words, we are happy to take this into account.

Can you prioritize selected customers?

If you have particularly important people whose phone calls you want treated differently from others, we have the option of creating them with VIP status in our system. In this way, we can, for example, distinguish between telephone calls that want to be forwarded directly, and telephone calls that are always answered with a message that the line is busy. Read more under Features - Free calls.

Customer service

In which languages can you answer calls?

Our secretaries can answer telephone calls in Danish, Norwegian, Swedish, English, German, French, Finnish, Dutch, Spanish and Italian.

How is the quality of your service guaranteed?

At NordicCall, we make a living by providing good customer service, and we see it as our most important task to answer every single phone call personally, professionally and politely. All of our employees undergo ongoing training in telephone service, and we continuously sample phone calls for all of our customers. In addition, we offer all our customers the opportunity to test our service for 30 days - completely free of charge. Click here and read more.

Will we get a permanent secretary attached?

NordicCall's opening hours extend beyond a normal working week. Therefore, at least 2 permanent secretaries are assigned to your company. Occasionally, however, we need to let other secretaries provide backup. The individual secretary is always thoroughly trained in how to answer telephone calls.

Who are your employees?

Our employees are all used to answering phones in a friendly and professional manner. We have full-time employees aged 23-55 who all take pride in providing the best possible service.

What happens to calls outside your opening hours?

We answer your phone calls weekdays 8am-10pm and weekends 9am-6pm. Outside opening hours, we can offer to put an answering machine on your line. Your permanent secretary can then enter exactly the message you want, and this can be changed freely, for example in connection with holidays. If a message is left on your answering machine, the audio file is sent automatically via e-mail, after which you can listen to the message.