Tan-Link Call Center Overview

Tan-Link offers a fully-featured Call Center to intelligently route all incoming calls to anyone, anywhere.

TL Call Center allows your selected staff to view incoming calls and see whether it is a new or existing customer, what type of membership they have, and whether they have a Past Due Amount before accepting the call.

All calls are recorded and accessible from the customer's account (As long as the call was successfully transferred to a staff/extension). Recordings can also be downloaded and stored on your end indefinitely.

What do I need?

The Call Center is already included in the Essential, Ultimate, and Premium Salone Packages.

Please contact support if you have questions. We can customize the call center setup according to your salon's needs and plans for any future growth.

Inbound calls can be answered directly from the SIP phone at the desired location or you can forward them to the employee's phone, and any other landline or mobile number.

You can also use an answering service if you want.

What type of phone systems can be used?

You can forward incoming calls to a SIP or VOIP phone.

SIP/VOIP phones allow each store/phone to call each other and also complete outbound calls to contact your customers. This is the SIP phone we recommend: Cisco 7811 IP Phone.
https://a.co/d/dpNlNzb
https://a.co/d/05qnyu7E

You can obtain the Cisco SIP phone where you prefer as long as it is the same model.

Please submit a support ticket to schedule the SIP phone setup.
The Support Team will provide more detail and schedule the SIP line configuration.

Outbound calls

You can call your customers from the SIP phone. All outbound calls will display the TL Text Line number on the customer's end. These calls are also recorded.

You can still call customers if you do not have an SIP phone. This is possible if your mobile phone is installed with the Zoiper App after proper configuration. Please contact support if this is required.

What do I do if I want to cancel my existing phone services?

If you are looking to reduce costs, you can start using the TL Text Line number as your salon phone number for all calls moving forward. Please note you would need to notify your customers of this change so they dial the Text Line number moving forward.

Only one text line number is assigned for all locations. All calls made to this number will be handled by the call center and routed to each location according to your preferences. This will allow customers from all locations to use the same phone number.
 

If you wish to keep your existing phone services, you can request your provider to forward all incoming calls to the TL Text line number.

Customers will be calling the same number while calls are handled by the TL Call Center. Additional fees may apply with your phone carrier if calls are forwarded from your existing phone to the TL Text Line number. You can contact them to review how call forwarding works and if possible, avoid such charges.

What can my customers expect when they call?

Once the call reaches your TL text line number, a welcome greeting is played for the customer to listen to along with any instructions you previously configured. Customers can choose from the available menu options to route their calls accordingly. At this point, a selection needs to be made by the caller.

There are 9 DIigts available and the options can include an SMS autoresponse, custom audio recordings, SMS links, forwarding to a live person, and recording a voicemail.

You will choose what occurs when the caller makes a selection for each Digit.
You'll also be able to use a custom Intro message and customize each option available for the customer.

Call center Menu Digits.

Tan-Link allows you to select an Action to be applied to each Digit according to the Main Greeting instructions. Customers will use the dial pad on their phones to select from the options available by listening to your main recording. You will choose what happens when the caller makes a selection. 

Each of the 9 digits can be assigned an individual task depending on what you allow customers to do before speaking to a live person. Your Main Greeting Recording must match the options you are setting on this menu. See the available options below:

• Play recording: Use this option to provide callers with any relevant information such as store hours, Tips on how to prepare for UV tanning, Membership info, Promos, and other information that customers should access without speaking to a live person.
  
  You will need to pre-record and then upload any messages in a . WAV format.
  Please contact support if you need assistance.
  
  
• Tan-Link Dashboard.
  This option will route the call to the computer screen and will become visible on all computers where a staff member is logged into Tan-Link. This is the option to use if the customer wants to reach a live person. 
  
  
• Text Back.
  When this option is selected by the customer, the system will automatically send an SMS to the caller. You have full control over what that message will say. It can include Links to the Online store for customers to buy a package/product, instructions on how to access the salon/use their membership, discount codes, Etc.
  
  
• Send to Voicemail:
  The call will be transferred to leave a voicemail.  Your voicemail recording must be uploaded so callers can be aware that they need to start recording a message.
  
  
• Forward to:
  You can enter the SIP for a phone at another location so it connects to the correct location from the beginning. Alternatively, you can add an employee ID for the call to be transferred to that person. (phone must exist under staff profile)
  
  
• Unanswered: This option will send unanswered calls to voicemail. Any incoming call that you receive will keep ringing for 10 minutes before it drops. This is to allow staff to see the call if they have to step away or take another call. You can edit the number of minutes for a call to remain unanswered before sending it to voicemail.
  
  
• Nothing Selected: Use this option if the Digit won't be used.

 

 

How do I speak with my customers over the phone?

If the TL DASHBORD (Live person) option is requested, the call will go to the computer for the staff to take the call. 
The computer will play a ringing sound and the staff will be able to see the caller info on the Tan-Link site with the customer's account name on top, their caller ID, and membership description. Staff can click on the account to open it and review any details. 

Customers will be on hold listening to music while staff reviews the account.

Once the staff is ready to speak to this customer, the Info button can be used to display the available options for where calls can be taken. Calls can be sent to the SIP phone at the salon or forwarded to an employee's cell, extension, landline number, or answering service.

Any number can be registered in Tan-Link and become an option on the screen to forward the call. This is useful if you have different options for call handling such as Retention, Sales, Care, or billing/collections departments.

How are my calls recorded?

Calls are automatically recorded and will be stored for a minimum of 90 days from the date of the call.
They can be stored for a longer period for additional per-minute charges

You will be able to review calls on existing customer accounts and listen to the recording by using the microphone icon.

All call history can be searched from Reports > Other Reports > Call Recording Log. The report can be exported if needed.

How are the calls billed?

Calls are billed on a per-minute basis rounded to the next minute for each 'connection' on the call. For example, a 4:30-minute call from a customer to staff will be billed for 5 minutes. If a third person listens to or joins the call, that connection will be billed separately for the duration of the same call.

Please contact us for current per-minute pricing. Your call usage will be charged automatically on the 3rd day of the month following usage.

 

Edit Call Center Hours

You can specify what happens during any time of the day and week a call is received. For each day, if the call falls within the time window specified here, then the action listed next to it will take place.

For example, if on Monday between 9:00 am and 9:00 pm, you want incoming calls to come into the Tan-Link Dashboard to be answered by any employees enabled to receive calls, then set those times for Monday using 24-hour time.

All other times not listed will automatically play the voicemail recording and will forward the voicemail to you by email. You can also specify other actions to take place here. If you choose Forward To and specify a Login ID in the destination box, the call will automatically redirect to the number on that employee's profile.