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Overflow call answering at ParentShield

ParentShield has experienced exponential growth in subscriber numbers, and with it an inevitable ( and welcome ! ) increase in support and sales calls to the company’s Derby Offices.

Answering your calls!
We want to be there, available on the phone, whenever you need us.

As a result, ParentShield has chosen Dorset Based Message Direct to provide overflow call answering support

Determined to keep growing, and keep the “personal touch” feel that has given ParentShield an enviable 4.9 out of 5 Star feedback rating, the challenges of staffing, and rotas were something that the Company saw coming. After some research and a few ‘test’ calls, the directors decided to go with Ferndown, Dorset based Message Direct – The UK’s highest rated call answering service.

Message Direct is now handling overflow calls that come in during periods of the day that would otherwise be difficult to cover.

“We want the phones to be answered just as quickly and professionally when our team can’t cover the call volumes, as if they can,” says Company director Graham Tyers. “Message Direct quickly gave us confidence that the phones can be answered professionally in our corporate style, and prompt and appropriate action taken. The result is really a huge weight lifted from our shoulders.”

Mobile Telecom companies traditionally have a rather poor reputation for customer service with an industry average satisfaction score of only 2 or 3 out of five stars. Being a newcomer to the established market in 2018, ParentShield took decision to do things differently, and it certainly seems to be paying off.

What happens to inbound calls at ParentShield

For the most part, calls to ParentShield are answered by Paul, Graham or Julie in our Derby office. If you call evenings or weekends we’ll usually have diverted calls to our offices at home. Being telephone people it’s something we’ve been confident of doing and did of course through the pandemic. However if you call while we’re between offices or at a late hour, there is always a chance we couldn’t get to the phone.

This is where Message Direct comes in. The calls at these times will fall over to Message Direct who will ask how we can help, and then forward the enquiry to the right place. We’ll then give you a call straight back!

About ParentShield

ParentShield is the UK’s only Mobile Network designed specifically with children in mind, incorporating a wide range of tools – from call recording to keyword alerts – that allow parents to oversee their child’s phone usage without invading their privacy. It can work with any unlocked feature-phone, smartphone or smartwatch and does not require any app or parental controls to be set on the device. Its features are handled remotely, allowing for optimal convenience while kids retain their independence. The SIMs work across the UK and beyond.

ParentShield was founded in 2018 and has quickly grown to supplying thousands of safe mobile phone contracts to parents, for their children to use.