Overview
Four ways we cover your phone
Softwave Communications is a phone coverage partner for small and mid-sized businesses. We work from a script we build with you, answer in your company name, and hand back clear notes on every conversation. Coverage hours are agreed up front rather than promised around the clock, and the same four offers below can be combined or used on their own.
Whichever mix you choose, the process is the same: we learn how you talk to customers, we handle the call, and you get the caller, the booking or the notes back in a form you can act on.
Inbound and live answering
When your phone rings and your team is on a job, in a chair or already on another line, the call still gets answered. We pick up in your company name, work through the questions you want asked, capture the caller’s details, and either route the call to you, book it into your calendar or pass it on as a written summary. New enquiries get the same treatment as existing customers, and you decide what counts as urgent enough to reach you straight away.
Outbound and appointment follow-up
Most lost work is not a missing lead, it is a lead nobody called back. We work your own lists — quotes waiting on an answer, no-shows, cancellations and past customers due for another visit — and make the follow-up calls you never get around to. Every attempt is logged, every outcome comes back to you, and we stay inside the calling windows and consent rules you set. We do not buy or supply lead lists.
Customer support
Support work is the part of the phone that quietly eats your day: order and job status, rescheduling, billing questions, warranty checks and the calls that simply need a human to explain something. We handle those end to end against the answers you give us, escalate anything outside the script to the right person on your side, and keep a record of what customers are actually calling about. Where you want it, the same coverage extends to email, SMS and web chat.
Virtual agents
Virtual agents are a full part of what we sell, not an add-on. This is automated call handling for the predictable traffic — greeting and qualifying callers, capturing details, answering routine questions and routing to the right destination — wired into the phone system and tools you already use, with recordings and simple reporting. We set the hand-off rules with you so anything the virtual agent should not handle goes to a person instead of a dead end, and many clients run virtual agents alongside live answering rather than instead of it.
How we work
- We build the script and the qualifying questions with you before any call is answered.
- Coverage hours are agreed in writing up front — we do not claim round-the-clock cover.
- You get notes or a summary after every conversation, and simple monthly reporting on volume and outcomes.