Question 1

Do we need to purchase any hardware or software?

Accepted Answer

No. All hardware and software are hosted in our secured cloud.

Question 2

Will there be any on-site installation?

Accepted Answer

No. All installations are done on our cloud-based SaaS platform (Software-as-a-Service).

Question 3

What is an IVR call flow diagram?

Accepted Answer

An IVR call flow diagram is a diagram showing the actual caller experience from the time the call is answered till the time the call ends.

Question 4

Is voice announcement provided?

Accepted Answer

We provide professional recording services, with the option to select your choice of voice talents from a list.

Question 5

How do we pay for this service?

Accepted Answer

We charge monthly subscription fees and we bill monthly (at the beginning of each month).

Question 6

Are there any charges other than the monthly subscription?

Accepted Answer

There will be a set-up fee which includes:-
- Customisation based on the complexity of the call flow
- Voice recording based on the call flow
- Professional services

Question 7

What are the payment modes available?

Accepted Answer

Cheque or GIRO (GIRO is preferred). We also receive payments via ERP portals such as Ariba, Gebiz, SESAMi, vendor@gov and many others.

Question 8

Is there a minimum contract period?

Accepted Answer

We provide 12 to 36-month contract options.

Question 9

How much time is required to deliver the service?

Accepted Answer

Depending on the complexity of your call flow, between 4 - 8 weeks upon order confirmation.

Question 10

How do I request changes to my call handling?

Accepted Answer

You may speak with our salesperson on the changes required. A change request proposal will be provided. Additional fees apply for the change request.

Question 11

How do we get technical support?

Accepted Answer

Our support team can be contacted via email and mobile phone.

Question 12

What is your support package?

Accepted Answer

We offer standard 8x5 office hours support from 9am to 6pm.
Additional support packages are also available 24x7.

Question 13

What if we have an existing hotline number and we want auto-answering management for our incoming calls?

Accepted Answer

You can arrange for your telecom provider to call forward your hotline number to TelePro-C.
Thereafter, all incoming calls to your hotline will be answered by TelePro-C.

Question 14

How many callers can TelePro-C handle simultaneously?

Accepted Answer

It depends on the number of concurrent calls offered by your subscription. If you subscribe to X concurrent calls, X callers can reach your hotline simultaneously.

Question 15

How many concurrent calls do we need allocated?

Accepted Answer

We will advise on this after we perform an analysis based on your current call traffic.

Question 16

If we subscribe to 2 concurrent calls, what happens to the 3rd caller?"

Accepted Answer

The 3rd caller will receive an engaged tone. If this happens regularly, you will need to add more concurrent calls.

Question 17

Why do I need to subscribe to a DDI number from your service?

Accepted Answer

The DDI number is a number that your telecom provider uses to route your hotline call to be answered by TelePro-C.

Question 18

Can TelePro-C perform call routing?

Accepted Answer

Yes, TelePro-C's system can route the caller to a designated number.

Question 19

If we want our caller to leave a message when we are unable to answer the call, what we can do?"

Accepted Answer

You can subscribe to our Voicemail service. This allows you to listen to the voicemail file and then follow up with an action.

Question 20

How do I know if we have missed a call routed to us?

Accepted Answer

You can subscribe to our Missed Call Notification service. Whenever a caller fails to reach you while you engaged, we will forward a missed call notification with the caller’s number to you.

Question 21

Can my caller request a call back?

Accepted Answer

You can subscribe to our Call Back Request service. When your caller chooses the call back option, a call back request with the caller’s number will be emailed to you.

Question 22

Can we record the conversation?

Accepted Answer

You can subscribe to our Voice-Logging service. Recording will start as soon as you answer the call. You can listen to the logged voice file after the call is completed.

Question 23

Can we send a picture or document to our customer upon request?

Accepted Answer

You can subscribe to our WhatsApp rich media delivery service. When the caller requests for a picture or document, TelePro-C will WhatsApp the picture and document to the caller.

Question 24

Are there any regulations from IMDA that we need to take note of?

Accepted Answer

According to IMDA's new regulations, we will not be able to provide the original caller ID number from 28 February 2020 onwards. All incoming calls will only display the IVR DDI service number.

Frequently Asked Questions (FAQ)