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Out of hours call handling service

We treat your customers as our own

Invicta Telecare is well versed in providing bespoke services, tailored to your organisational requirements.  We will follow your procedures and handle the call according to your specific instructions.  Each call is voice recorded and logged giving you access to the call history at any time.

We are able to take repair and maintenance enquiries on your behalf.  Your customers will receive a quick and efficient response from an operator trained in your procedures.  Contractors or duty officers can be contacted and given details about urgent repairs.

Our Out of Hours call response times

Month Calls answered in less than 90 seconds
Target 90%
April 2010 82.96%
May 2010 88.70%
June 2010 90.85%
July 2010 92.69%
August 2010 87.46%
September 2010 84.48%
October 2010 76.98%
November 2010 73.1%
December 2010 57.1%
January 2011 88.7%
February 2011 88.8%
March 2011 90.5%

Customer satisfaction with our Out of Hours call handling service

Every day we send surveys to 10% of callers to the Out of Hours service.  Last year on average over 95% of customers surveyed told us they were satisfied with the service they received from us.

Month Out of Hours
Target 90%
April 2010 96%
May 2010 96%
June 2010 97%
July 2010 96%
August 2010 95%
September 2010 93%
October 2010 95%
November 2010 96.2%
December 2010 96%
January 2011 93.8%
February 2011 93.9%
March 2011 95.3%