Security services: calls sorted automatically – only customers reach management

The starting point

At Sekuris Dienstleistungen GmbH & Co. KG, most calls did not come from customers but from inside the company: employees wanted to discuss salary questions right there on the phone or file their vacation requests on the spot. Added to that were regular calls from applicants asking about open positions.

The result: the managing director's line was permanently busy – and the calls that really matter, enquiries from customers and prospects, got lost in the noise or ended up on hold.

The solution with Empfango

Today Empfango's AI phone assistant answers every call, recognises the request – and routes it automatically to the right channel:

• Employee matters such as salary questions or vacation requests: the AI politely points to the dedicated email channel, where requests are handled in an orderly way.
• Applications and job enquiries: the AI refers callers to the website, where all open positions are listed.
• Customer enquiries: the call is transferred live to the managing director – no detours, no hold music.

The result

Management is only interrupted on the phone when it is relevant to the business. All other requests end up neatly in the right channel – and no call goes unanswered.

• Three request types – employees, applicants, customers – are recognised and routed automatically.
• Salary questions and vacation requests arrive bundled by email instead of ad hoc on the phone.
• Applicants are guided straight to the open positions on the website.
• Customer enquiries reach the managing director immediately via live transfer.