Service
Contact centre solutions
Inbound call handling, outbound prospecting, qualification and appointment setting, against criteria agreed with your teams.
- Inbound and outbound
- Agreed qualification
- Appointment setting
Most opportunities are lost between first contact and follow-up
An unanswered call, an unreturned message, a forgotten follow-up: these losses never appear in the figures, yet they weigh heavily on the order book.
In a construction company, telephone availability depends on site activity. Periods of heavy production are precisely the periods when inbound enquiries go unhandled.
The contact centre handles those flows against agreed rules: call-back time, information to collect, criteria for passing on or setting aside an enquiry, and how appointments are arranged.
This is not a switchboard. The purpose is commercial: understand the need, verify that it is real, and organise the next step with the relevant person in your organisation.
Is every inbound enquiry actually called back?
Framing defines the response times, the scripts and the hand-off criteria.
Who this service is for
The contact centre answers a problem of availability and consistency.
Companies without phone cover
Organisations where calls land on mobiles already occupied by production work.
Highly seasonal organisations
Businesses whose demand peaks temporarily exceed their handling capacity.
Companies running campaigns
Organisations generating online enquiries without a rapid call-back capability.
Multi-branch networks
Organisations that must route enquiries to the right location.
Small sales teams
Teams where systematic follow-up is not performed for lack of time.
Offer launches
Companies wanting a targeted outbound calling programme over a defined period.
The difficulties this service addresses
Silent losses, rarely measured.
Unanswered calls
A call missed during the day is seldom repeated by the enquirer.
Call-back delays
After a few hours, the enquiry has usually moved elsewhere.
Incomplete information
Without a qualification script, essential project details are missing at call-back.
Follow-ups not kept
Three- or six-month postponements disappear without a reminder system.
Approximate routing
The enquiry does not reach the right branch or the right person.
No record
Without logging, the history of exchanges with an account is lost.
How we approach contact handling
Explicit rules rather than case-by-case improvisation.
The programme starts by defining what counts as a workable enquiry for you and what should be set aside. That boundary determines the quality of the service delivered to your teams.
Exchanges follow a script built with you, adapted to your trade vocabulary, and leave a usable record for the rest of the relationship.
Agreed response times
Handling times are defined during framing and tracked over time.
A qualification script
The information to collect is listed and validated before go-live.
Routing rules
Each type of enquiry is mapped to an identified internal recipient.
History retained
Exchanges are logged so the memory of the relationship is preserved.
Methodology
The programme is built in six parts.
Mapping the flows
Listing channels, observed volumes and periods of pressure.
Defining criteria
Formalising what constitutes a workable enquiry, to be passed on or set aside.
Building the scripts
Writing greeting, qualification and follow-up scripts in your trade vocabulary.
Escalation rules
Defining cases requiring immediate transfer to an internal contact.
Go-live
A progressive start with an observation phase and script adjustments.
Activity tracking
Periodic reporting of volumes handled, response times and set-aside reasons.
The process, step by step
From inbound enquiry to reporting.
- 01
Inbound
Receiving the call, message or form according to the channels covered.
- 02
Qualification
Collecting the agreed details: project type, location, timing and contact.
- 03
Scheduling
Proposing a slot with the relevant person in your organisation.
- 04
Transfer
Sending the qualified enquiry to the designated recipient with the call report.
- 05
Reporting
Reporting volumes, handling times and set-aside enquiries.
Out-of-scope enquiries are documented and reported: they say a great deal about how legible your offer is.
Want to measure what your missed calls represent?
Reviewing your inbound flows over a recent period is enough to size the issue.
What this service delivers
A direct effect on the conversion of enquiries you already generate.
Every enquiry handled
No call or form goes unanswered within the covered scope.
Controlled call-back times
Response time is defined, measured and reported, which makes it manageable.
Prepared meetings
Your teams receive the project context before the conversation.
Follow-ups kept
Postponements are scheduled and picked up at the agreed date.
Smoothed workload
Demand peaks are absorbed without mobilising your production teams.
A record of the relationship
The history of exchanges stays available for subsequent contacts.
Deliverables and materials provided
The programme produces written rules and documented tracking.
- Map of flows and channels covered
- Qualification criteria and set-aside rules
- Greeting, qualification and follow-up scripts
- Routing and internal escalation rules
- A report for every enquiry handed over
- Periodic activity reporting
Industries served
The programme adapts to the nature of the enquiries received.
Renovation and maintenance
Frequent enquiries, short cycles and high sensitivity to call-back time.
Technical equipment
Enquiries requiring technical qualification before routing.
Contractors
Consultations and quotation requests to handle during production periods.
Manufacturers and distributors
Requests for documentation, pricing and commercial introductions.
Asset management
Housing providers and managing agents whose enquiries must be routed by site.
Site services
Urgent requests for equipment, logistics or intervention.
Engagement models
Scope is adjusted to your volumes and operating hours.
Inbound handling
Taking calls and enquiries received during agreed time windows.
Outbound campaign
Targeted calls on a defined list, for a set duration and objective.
Mixed programme
Combining inbound and outbound flows with agreed priorities.
Temporary reinforcement
Covering seasonal peaks or a one-off communication campaign.
Governance, quality and data
The service is framed by written rules.
- Defined and tracked handling times
- Scripts validated before go-live
- Periodic quality review
- Traceability of every exchange
- Compliance with telephone prospecting rules
- Data processed for the agreed purpose only
The response times and volumes indicated are service objectives set with you, adjustable according to observed load.
Frequently asked questions
Questions raised when framing a programme.
Let us stop leaving enquiries unanswered
Contact handling is the most direct lever: it acts on opportunities your company already generates.
Continue reading
These pages complement the contact centre depending on your priority.
Related services
- Lead generation
To feed the programme with qualified inbound enquiries.
- Commercial prospecting
To add structured outbound work to your inbound flows.
- Business introduction
To turn a qualified enquiry into a targeted introduction.
Solutions and industries
- Solutions by objective
To approach the subject by objective rather than by channel.
- Industries served
To situate your flows within the reality of your segment.
- About
Our positioning and the way we work.
Go further
- Contact us
Describe your flows and operating hours.
- Home
An overview of the ADVERTCIX commercial ecosystem.