Calls that cannot wait
A family may ring at three in the morning. A hospital or care home may need someone to call back within the hour. These calls need to reach a person, quickly, and they need to be answered calmly when they cannot. Tilly answers every call in your firm's name, day and night, and puts the ones that matter straight through.
Put through to a person, straight away
- Transfer rules in plain English. For example, "the caller is reporting a death" or "the caller asks to speak to someone", each with the number of whoever is on call. She tells the caller she is putting them through, then connects them.
- Warm or direct. With a warm transfer, whoever picks up hears who is calling and a short note, and presses 1 to take the call. A direct transfer simply rings through.
- If nobody picks up, the caller can leave a voicemail, which is transcribed and emailed to you.
- At night too. Set her out-of-hours setting to follow your transfer rules as normal, and night calls go through in the same way.
Starter includes one transfer rule, Pro three and Business ten, so each director or each branch can have their own.
Your own phone first
On Pro and Business, your own phone can ring first, for up to 40 seconds, before she answers: in opening hours or around the clock. Numbers you put on your priority list, such as a hospital bereavement office, a hospice or a care home you work with, always ring your phone first, open or closed.
Calm, careful and brief
She speaks calmly and courteously, shows care in a short phrase, asks one thing at a time and reads the details back once at the end. She never gives legal or financial advice and never takes card or bank details over the phone. If she cannot help, she takes a message for you, and urgent messages are texted to you on Pro and Business.
The questions she can answer
From what you tell her: your opening hours, how to arrange a funeral with you, what to do first, your price list if you publish it, and directions to your premises. Anything she has not been told, she takes a message about.
When you sign up, choose "Any business" as your industry, then add your transfer rules, your answers and how you would like calls handled.