totally247

totally247: 24-hour call handling from Peterborough

totally247 operates an 80-seat live call handling and task management control centre in Peterborough, running continuously 24 hours a day, seven days a week. The company positions itself as a provider of inbound reception and telephone answering services for organisations that need calls handled outside their own hours or alongside existing staff.

The service portfolio extends beyond straightforward message taking. totally247 describes itself as supporting organisations at the cutting edge of telecoms technology, with integrations to third-party systems, mobile, CRM and other IT tools. Its in-house development team built the platform that underpins these services.

Reception and message taking

The receptionist service is presented as a live alternative to an internal resource or voicemail. totally247 states that around 70% of customers choose not to leave a voicemail message compared with a live receptionist, and argues that its service increases the chances of capturing new business enquiries. For businesses that already have a receptionist or answer some calls themselves, the company describes its service as a safety net for the calls they cannot or choose not to take.

Diary management and appointment bookings

totally247 manages diaries on behalf of clients, answering calls and updating schedules so that meetings and appointments are recorded correctly. The service includes rescheduling appointments when callers request it and keeping the diary current with the correct information.

Job deployment and emergency engineer callouts

The control room team is trained to operate dozens of third-party systems, including SAP, VERISAE, CLIK, QFM, LIFTDATA, JOBLOGIC, CONCEPT EVOLUTION and OSTARA, among others. Working around the clock, the team handles thousands of boiler breakdowns, blockages, power failures, domestic water leaks, lift entrapments, facilities management service desk reactive maintenance issues and other emergency engineer callouts on behalf of clients.

As a technology centre with a dedicated web development team, totally247 develops IT solutions designed to deploy and escalate jobs within seconds of receiving reports of system failures. Its proprietary systems are built to intelligently deploy BMS alarms and respond to integrated IoT-enabled equipment, which the company says helps customers operate with speed and accuracy.

Lift entrapment handling

totally247 describes lift entrapments as a high-risk situation requiring a quick and effective response. Its staff handle these calls according to whether the lift is on the site list and is the only lift with that phone number, whether it shares a phone line with other lifts at the site, or whether it is not on the site list at all. In the first case, the message is passed to the engineer on call for that route; in the second, if there is no response, the trapping is passed to the engineer on call with the correct site address.

The company highlights that its technology helps identify rogue diallers so they can be attended promptly, reducing cost, and ensures that regular test calls from diallers are genuine. Logging the correct dialler codes for lifts on the site list reduces the time taken to deal with dialler calls. A ‘Smart SMS’ facility reduces the number of calls to and from engineers, cutting cost and unnecessary interruptions. A ‘Lone Worker’ application is also available alongside the regular reactive job deployment.

Technology and integrations

totally247 emphasises its internal development capability. The platform is described as state of the art and flexible enough to support a range of business needs, with integrations spanning third-party systems, mobile, CRM and other IT innovations. The company presents this technology base as central to its call handling and job deployment work.