Frequently asked questions and answers in the following categories:
I’m not sure which service I need. What is the difference between a call answering service and an incident handling service?
With our call answering service, we answer the call in your company’s name, record the caller’s details then (depending on your requirements) either send you an email with these details, give information to the caller or we attempt to forward the call directly to you.
Our incident handling service is more in-depth and usually means that we take the call and then do something with that call, such as call out an engineer, sub-contractor or supporting service. Incident Handling is much more bespoke because every one of your client’s needs and requirements may be different
How much does your call answering service cost?
Please see our pricing page
How does the 14-day free trial work? Do I need to provide a payment card for when the trial ends?
The 14-day free trial is a genuine free trial, with no credit card details needed. We will contact you towards the end of your trial regarding continuing with the service.
How does Executive Live Voicemail work?
Your callers will love it! Your mobile will currently go to voicemail in one of three scenarios. When you don’t answer, when you have no service, or when you are engaged on a call. We will send you simple instructions to send that call to your call answering team, rather than it going to voicemail. The team will then speak to your caller and send you the message. Trust us… there’s no going back.
What if I want to change things on my account?
No problem. Just get in touch with us and we will discuss your options.
Do the calls get cheaper if I have larger volumes?
Yes, they do. The ‘per call’ charge reduces incrementally depending on call volumes. You can call us for more details or sign up for a free trial today and we can assess your usage during this period so you have a good idea of what the service will cost.
How long does it take to set up my account?
Usually within one working day.
What about when I go on holiday?
No problem. Just let us know your dates, and how you would like us to handle your enquiries and we can override the normal system whilst you are away.
Can you provide a bespoke IVR system where a recorded message is played and the caller has to press 1 for this, or 2 for that?
Yes, we can. Tell us what you need, and we’ll advise of the best way to do it for the best possible value.
Can you forward calls to me in real-time instead of sending a message?
Yes we can. If you have selected this option, then we will call you and ask you if you want to take the call. If you can’t answer or don’t want to take the call, we advise the caller and record their details as usual. Please see out pricing page for the costs of forwarding calls.
What is an ‘overflow’ service?
Sometimes companies use our services as an overflow. Just set your company’s phone system to divert to us after a pre-determined number of rings. That way you never miss a call even if your staff are on calls, off sick, on holiday or on lunch.
Can I cancel the service when I want to?
All we ask for is 30 days’ notice. We do not ask for a long-term commitment.
Can you act as my virtual switchboard?
Yes we can. Just let us know all of your employee’s contact details and we can operate as your full-blown reception team.
Can I have multiple departments or message recipients?
Yes you can have up to 10 different departments, with up to 5 people in each department. If you require more than this please get in touch so that we can advise on any additional set-up costs that may be applicable.
Are there any extra costs for handling my calls 24/7, or on weekends or Bank Holidays?
There are no extra charges for this.
Can you provide call recording?
Yes, we can provide call recording at extra cost providing it is used in line with OFCOM best practice guidelines. Please see our pricing page for details.
In what ways can I use your call answering service?
Companies use our services for some or all of the following circumstances
Do I get charged for sales or nuisance calls?
We do not charge for sales or nuisance calls.
What if your staff forget to send through details of the call?
As soon as the call ends the message is sent automatically and is not dependant on staff sending you an email.
Do you offer extra services such as booking appointments with your callers?
Yes, we do. However, this would come under our Incident Handling Service, not our normal Call Answering Service.
Can you call out my on-call engineers or contractors?
Yes, we can. However, this would come under our Incident Handling Service, not our normal Call Answering Service.
Do I have to pay by direct debit?
We keep our charges reasonable by keeping our non-core costs to a minimum, such as collecting our fees, so we automatically apply a £5 monthly discount for customers who pay by direct debit. The fees quoted on our pricing page already include this discount
How much does your 24/7 incident handling service cost?
An ‘incident’ could mean anything from helping with a simple software issue for a small company to following a detailed work process for a large blue-chip organisation with many different boxes to be ticked along the way. It is not feasible to quote charges until we have more of an idea what is required. Please feel free to get in touch with our friendly and professional team today and we can find a solution that works operationally as well as financially for you.
Are there any extra costs for handling my calls 24/7, or on weekends or Bank Holidays?
There are currently no extra charges for this.
Can you provide call recording?
Yes we can provide call recording at extra cost providing it is used in line with OFCOM best practice guidelines.
Can you call out my on-call engineers or contractors?
Yes we can. We take time to work with you before going live so we can ensure that we have all contact and rota information to hand.
Will you phone them? There is no point sending an email at 3am.
Yes, we would call them and escalate in the event of no answer.
How do we share information?
Our system stores details of your workflows, processes, rota information and contact details. You will be able to update this system with changes at any time, in real-time.
Will you attend our regular operational meetings?
We have some clients where this is a requirement as we act as their out of hours incident handling team so it’s essential that we attend. We are flexible and can accommodate most requirements either as an add-on to the service or include in the service, depending on call volumes. Get in touch today and we can discuss your requirements.
Are you really 24/7? Even at Christmas?
Yes, 24/7/365 means just that.
Can you offer lone worker support?
Yes, we can. Requirements vary hugely so please get in touch and we can discuss what you need.
Can you offer first-line support for IT companies?
Yes, we can. Requirements vary hugely so please get in touch and we can discuss what you need.
Our company uses special technology. Can you work with us?
Yes, we can. Requirements vary hugely so please get in touch and we can discuss what you need.
Can you use our in-house or purchased computer system to help deal with the incident?
Providing it is web-based we can normally use it if login(s) and training are provided.
What kind of incidents do you handle for customers?
A selection of the types of incident we handle are:
We want to outsource, but are unsure as to sure how to structure things? Can you help with this?
If your company has not outsourced critical operational functions before, it can help to brainstorm the options. Contact us today and we can set up a call, video chat or a site visit to walk you through the options and pitfalls, so you get the benefit of our experience even at the planning stage.
Sometimes it’s hard to know what service suits you best until you know exactly what is available and how everything works. No problem. Just enter your details below and we’ll be in touch to discuss your options.
