03300 102 450

Frequently asked questions and answers in the following categories:

General

I’m not sure which service I need. What is the difference between a telephone answering service and an incident handling service?

With our telephone 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 a much more bespoke because every one of your client’s needs and requirements may be different

Telephone Answering Service

How much does your telephone 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 telephone answering service?

Companies use our services for some or all of the following circumstances

  • 24/7 answering of all incoming landline calls
  • Ad-hoc answering of incoming landline calls
  • Overflow services (when there are more calls than staff)
  • Executive live voicemail for mobiles
  • Ad-hoc mobile phone diversion
  • Business continuity planning

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 Telephone 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

Incident Handling Service

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:

  • Emergency call-outs for estate agents or letting agents
  • Emergency vehicle removal and recovery
  • Calls to Funeral Directors
  • Support calls for IT companies
  • Dealing with emergency incidents with properties, such as lift breakdowns, HVACS and plumbing problems.
  • Emergency property boarding.
  • Incoming enquiries where we need to book the caller in for an appointment for the client
  • Sending engineers to industry specific incidents
  • Housing association calls

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. 

Telemarketing

How much does your telemarketing service cost?

As a rule of thumb we generally charge a set-up fee and an hourly rate of £30 per hour plus VAT. However, to get a bespoke quote please get in touch and we can discuss what you need.

How many calls do you make?

It very much depends on what we are calling for. Generally in a business to business setting we make between 13 and 18 calls per hour.

Are you a typical telemarketing company?

We like to think not. Whilst telemarketing is a word that is often used to define what we do, we feel that we approach this business from a different perspective than most others, especially in the following areas.

We aim to perform as your internal sales team… albeit from a different location. This means capturing the ethos, tone and your approach of your business, and using our skills to mirror this when talking to your customers or prospective customers. We respect what you stand for, and how you would like to come across to new or existing prospects. We aim to fit with your desired approach, not the other way around.

What is my minimum commitment?

Our ‘proof of concept’ campaign gives you a chance to test the system before committing to a larger investment. This campaign is 36 hours, usually spread over 12 weeks. However, we are flexible so whatever your requirements, please contact us.

Can I use your service to follow up an email or postal marketing campaign?

Yes. This blended approach is one of the most productive ways to use modern telemarketing and we would be happy to work with you to ensure that our calling works ‘hand-in-glove’ with your digital or postal marketing.

How many appointments will you book for us?

The numbers of appointments we will book varies vastly from one sector to the next and depends on many other factors other than the people dialling out. The 36 hour “proof of concept” campaign is a great way to test your market research without breaking the bank.

Do you book face to face or telephone appointments?

We can book either, depending on your requirements.

Do you operate a massive call centre?

We do not run a huge call centre. We have very small teams of 2 or 3 only working together to ensure we remain professional and there is no significant background chatter often heard in call centres.

I’m concerned that my company’s image may be tarnished if we use ‘hard sell’ telemarketers.

It’s a very valid concern. When we plan a campaign with the client, we don’t just plan the calling, but we also plan to mirror the ethos of the company and agree what tone and attitude we will use when dialling out. We don’t have any ‘hard sell’ type telemarketers in our business.

When you call, what telephone number do you present to the recipient?

Generally we present your company’s telephone number when calling

Do your staff work from home?

No. All our staff work from our operations centre in Stafford, UK.

How closely will we work together?

We will aim to have a conversation with you after each calling session to debrief, ask questions and hand over any hot leads. This regular communication throughout the campaign is essential.

Can you undertake market research projects?

Yes, we can. Requirements vary hugely so please contact us and we can discuss what you need.

Do you provide contact lists?

We don’t sell prospect data as part of our business model. However we do have providers which we use, and we can assist in the procurement of business contact data for our clients if they wish to do so.

Is your calling GDPR compliant?

We only ever call companies on their public facing telephone numbers which are listed on their website. Any data lists we procure for clients are verified as being fully GDPR compliant and well as being screened against the TPS/CTPS register.

Which service works best for you?

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.