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You Can Always Reach Uni-versal Extras


Posted by: Amy on Monday 19th November 2018

We are always looking at ways to improve our service for the fantastic extras on our books. If you called our office recently, you will already be aware of our most recent changes to the phone system... it is designed to make your life easier, so we wanted to share all the juicy details with you!


Reach The Team You Need, When You Need To

When you called Uni-versal Extras in the past, we may have occasionally been unable to pass you through to a specific team or department, which was due to the layout of our head offices at Pinewood Film Studios. Thanks to our new phone system, this will no longer be a problem - our agents can direct your call to other departments easily if you require assistance from a specific team. 

How does the new system affect the casting process?

Our Casting Teams have been divided into smaller sub-teams called Team ECHO, Team SUGAR and Team MAGIC. When you receive an availability text, the name of the team will appear at the start of your text message so you know who is working on the production and who to ask for.

This is an example of what you can expect an Availability Text to look like:

Team MAGIC. Are you available for EXAMPLE FEATURE FILM? Filming: MONDAY 24th JANUARY in LONDON. If so text back with your NAME & ref: 'FUN' for more info. UniEXTRAS

If you ever need to speak to us about this opportunity, you can call the number from which the text is received to be redirected automatically based on that message. You will be connected to the next available member of that team... it's as simple as that!

What about the old mobile numbers?

Our Casting Teams will still be using the same numbers to send you information relating to upcoming casting opportunities. The main difference is that when you call us on these numbers, you will instead be redirected to a central number so that you can speak to the next available member of the team you need to speak to.

What changes to the Admin Team can I expect?

Our Admin Team will still be available on 0345 0090 344 if you have a query that does not relate to a specific casting opportunity. You will be prompted with a list of options to help direct your call to the correct department.

When calling, please select from one of the following options -

i) Speak to a member of the Activation Team about joining Uni-versal Extras
ii) Speak to someone in the Accounts Department, i.e. for payment queries
iii) Speak to a member of the Admin Team for answers to general queries

What if I have multiple queries for multiple teams? 

With our new system, our agents will be able to transfer your call at the touch of a button. This should eliminate the need for you to make multiple different calls to different departments. For example, if you need to pay your listing fee but have received a call from our Casting Team, once you have finished with our Activations Team they will be able to transfer you. 

What do I do if I have an issue out of hours?

Our Emergency Line will continue to be available out-of-hours if you have a serious issue, i.e. affecting production dates where you are pencilled or booked. Remember: if you have an issue that is going to affect you being able to attend filming, it is essential that you call us. No changes have therefore been made to this service.


All calls may be recorded for quality and training purposes.

 

 

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