On-call escalation management service

Coming soon

There are times when you need certainty that critical messages have been received. With our escalation management service, we keep trying your on-call representatives until we receive their confirmation.

Register your interest

Providing you with peace of mind that business-critical messages have been received

Customised processes

Custom-built question and answer scripts, to identify and triage possible escalation scenarios.

Recipient confirmation

You nominate which people should be notified, in which order. We keep trying until message delivery is confirmed.

Roster integration

If your on-call representatives keep changing, we can integrate your escalations with our rostering service.

Professional call answering

Calls are answered in Australia, mostly by agents with Australian or NZ accents, with customer data always secure.

24/7 availability

Escalations services are available 24/7, including after-hours, during weekends and public holidays.

How it works

1 Escalation setup 2 Customer calls you 3 We answer for you 4 We confirm delivery

Escalation setup

We work with you to identify which events need to be escalated if they occur. For example, a lift emergency, an IT outage or an after-hours plumbing incident. Then we transform it into a repeatable script for your approval. You can make a test call to ensure the script is flowing to your satisfaction.

Customer calls you

By forwarding your business phone to the unique number we provide, we’ll know when an incoming escalation call is for you. You can forward all calls to us or just those you can’t get to.

We answer for you

Our friendly and professional receptionists will answer your business calls with your preferred greeting and execute your call script, 24/7 if you wish. If an escalation scenario is identified, we will notify your nominated on-call representatives, in your preferred order.

We confirm delivery

We keep trying your nominated contacts until we are provided confirmation our message has been received, giving you peace of mind that your escalated scenario will be taken care of. You’ll also see a record of all calls and messages sent in your client portal.

Bundle your on-call escalation service

+ Phone numbers

Set up virtual inbound numbers for different locations or, if you require a national presence, a toll-free 0800 number.

Find out more

+ Voicemail to email

Have voicemails instantly emailed to you, on numbers not live answered, to ensure no important communications are ever missed.

Find out more

FAQs

What sort of clients does ReceptionHQ cater for?

Our clients range from small businesses including sole traders through to large enterprises including multinational corporations. We provide call answering and appointment scheduling services for a variety of industries, including real estate agents, lawyers, accountants and healthcare (such as psychologists, physiotherapists, chiropractors and dentists). We support many businesses with mobile workforces, such as those in trades, building and construction or travel and tourism operators. We also assist a variety of start-up businesses, contractors, franchises, retailers and service providers including IT companies and website design or marketing agencies.

Do you provide international services?

Yes, in addition to New Zealand, we offer virtual reception services and other business solutions in Australia, the United States and the United Kingdom. We also service Canada and some parts of Europe.

Please contact us for more information on our international services.

How long has ReceptionHQ been helping New Zealand businesses connect to their customers?

ReceptionHQ is the international brand of parent company OfficeHQ, which was founded in Australia in 2003. ReceptionHQ first launched internationally in the United States in 2007, followed by the United Kingdom in 2011, then expanding to New Zealand in 2018. We’ve been helping businesses across the world thrive for 18 years!

What our customers love

We never miss a business opportunity but don’t have reception staffing issues to deal with. It’s an ideal solution.

John Lombard, Sales Recruit Partners

The calls are professionally answered using our script, and the message is sent to us in both an email and text message.

Bobi Vikor, RentSelect

Helpful and friendly staff offering a professional service. Can highly recommend.

Paul Werner, Denture Clinics

Clients appreciate the quick call responsiveness they’re receiving, which can be difficult to manage [in-house] due to the peaks and troughs in call volume.

Scott McSwan, WorkLegal

The investment in having a dedicated phone answering service which operates 24/7 is invaluable.

Frank Walmsley, Capital Commercial Business Sales

It’s been an extremely cost-effective way of ensuring all of our customers’ calls are answered and queries passed on efficiently.

Callex Communications Specialists

Every time I think of how much it would cost to hire a receptionist full time, I know exactly how far in front I am.

James Henry, Hyped Media

Most don’t realise the receptionist wasn’t really in my office, which is exactly what I want.

The Blue Mexican

We are always getting complimented on the friendliness of the ladies who work the phones and them being so very professional!

Steve Argyle, Delta Blinds