Frequently Asked Questions

We have a Sydney-based telephony system which can handle 10,000 simultaneous calls. Most customers will have a dedicated phone number, or 1300/1800 number which can be sent to this system, referred to as the "Order Line". Alternatively, you can simply redirect your phone or mobile to this number on No Answer, Out of Area, Busy or Declined.

Yes. When a call comes in on your dedicated number, we know who it is for, and who it is from. We answer in your company name, and with the generic greeting you have requested. Our agent's then have access to your client database, where they can create appointments or tasks for that client, or create a new client, and then create appointments or tasks.

You will receive an email and push notification whenever a new client is created.

You will receive an email and push notification whenever an appointment is made or changed.

You can also use the MyOffice app to check your diary instantly at any time.

During your application, you will be asked for specific instructions on how to handle abusive calls, complaints, new customer enquiries, emergency requirements etc. While taking the call from your client, the agents will review this procedure and act as you have requested.

This is where MyBro excels. Simply call your own number and identify yourself by password. You can then instruct the assistant to change your diary around. For example, you might be running an hour late in the day, and need to make up that hour. You can instruct an assistant to contact all of your appointments one by one in an attempt to move that appointment to another day until the time is freed up. When completed, you will get an update to your phone and PC, and SMS from the assistant to tell you if/when this was completed.

Tasks are typically assigned to customers who need a customer service base and assistant system, but like to manage their own diary due to travel times or grouping. A good example customer would be a Gas Delivery business. MyBro has a list of your clients, and can create new clients as new orders for Gas come in, and then the customer sits down and collates the tasks (orders) into their own delivery run for the following days.

In many ways, MyBro will make you more efficient, and even safer too. For delivery services, you are able to drive around and deliver your products without having to worry about taking new orders, or copying new customer details down on the side of the freeway. You get a "DING" on your phone, and there it all is for you. For professionals and tradespeople, stopping what you are doing to take a phone call in the middle of a job or a client meeting is difficult. Imagine how much better it is to have an assistant take down pertinent details of a client or job, and have that available to you instantly on PC or phone.

All assistants are employed in Alabang, The Philippines. This is an area with a rich drawing pool of talent for university graduates and customer service officers. Metro Manila and Alabang have the highest quality of talent to offer these services.

MyBro assistants have an extensive training module before graduating. This module includes australian culture, australian speech and slang, generic work flows, understanding of the trades or professions represented, and extensive roleplay of taking calls. Semi-dedicated assistants are extensively trained in particular areas, and grouped by profession so as to be able to offer the highest standard of service.

Absolutely not - quite the reverse - your clients will appreciate the professionalism of being able to get their message, appointment or order processed efficiently and quickly. All of our staff are very capable, extremely friendly and customer orientated.

Of course! our agents want cake too. We do however ask you to complete a survey from time to time so that we can analyse and reward special performance. Your input and comments are always more than welcome, whether they be good or bad comments from a customer about a particular dealing.

We have an extensive Quality Assurance program in place where the incoming and outbound calls are monitored by supervisory staff to ensure that the assistants are displaying professional conduct at all times. Any assistants deemed to be non-conforming are suspended pending a review, and either re-trained or terminated if they do not perform to par.