FREQUENTLY ASKED QUESTIONS

  • If you wish to have your lines ring at your end before being diverted to us, that is fine. All we ask is that you do think about the number of rings / seconds that the call does ring for before the divert happens. 2 or 3 rings (15 seconds) at the most is recommended.

  • We are happy to work with companies from all over the UK

  • We will always do our best to avoid sending you obvious sales caller messages. We have what we call a “Blacklist” for every client so if you ever get messages off us from sales companies you have no interest in speaking to, we will add these company names to your “blacklist”. We will then no longer take messages off this company again. On the occasion we believe you may wish to know about a certain “sales call” and we might think it relevant to your business, we will then send you this message but make sure it is free of charge.

  • Our calls are not recorded.

  • We work with a large variety of businesses, some of which have been with us for 10-15 years plus.  To name a few we have the following business types/industries on our system at present: Accountants, Consultants, Carpentry/Joinery services, Charitable organisations, Double Glazing Sales, Educational Psychologists, Financial Consultants, IT Services, Motorhome Rentals, Osteopathic Clinics, Recruitment Services, Solicitors, Surveyors, Mobile phone & Sim Card retailers. If you do not see your industry, please do contact us as we are more than happy to continue adding new business types to our ever-growing list of industries.

ONBOARDING & SERVICES

  • We usually advise 5 – 10 days (however this can be done sooner depending on what your business requires). During this time, we will get your allocated Direct Dial-In (DDI) telephone number set up and then make sure the team are fully up to speed with your company brief and make sure we are able to log into any of your systems from our end.

  • Yes we do. Please do talk to us about your requirements during your discovery call with a member of our team.

  • Yes, you can divert your calls just for certain times of day. The “divert all” transfer code is best to use then you can turn the divert on and off as and when needed, i.e. during lunch breaks, meetings, peak hours or even holidays.

  • During the first two months of your membership, we will not charge for personal calls. This will give you time to set up a separate phone line for personal calls.

  • Call diversion is organised by your telephone service provider. It is a routine service and easy to set up. You will be allocated your own Direct Dial-In (DDI) telephone number, to which you will be able to divert to. We will add this bespoke number to our advanced telecommunication system so whenever you do divert, the equipment tells us that the call is intended for you and we can act appropriately as instructed by you. We usually advise to “divert all calls”. 

  • It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world.

PAYMENT & BILLING

  • Your invoice will be emailed within the first week following the end of the month.  We then schedule payment to be processed via direct debit on the 14th of the month. This gives you and your team time to review your monthly invoice, before payment is taken by direct debit.

  • You will get an invoice on the 1st of each month before it is processed for payment. If you prefer to make payment via bank transfer, please inquire.

  • If you feel after a few months that call volumes are slightly different to the package you selected, we will be more than happy to review your package to ensure you are getting the best and affordable price.

  • We will provide you with a daily report – we call them “End of Day Summaries”. You can then check this against any other messages sent to your team members during the day if needed. Invoices will tell you the number of messages, call transfers or tasks we have performed for you during that month.

  • The best way to let us know about any changes is to email us. The team will then pick this up and attend to any new information right away. You may have new colleagues joining the your team, or a new address or an update to your account information.

  • The team will always read back telephone numbers or check spellings of names or company names while they are on the call with your customer. If there is a clear error on our end, we will make a note for a “no charge” on that query.

OUR TEAM

  • Our current operating hours are from 9.00am-5.30pm, Monday to Thursday, and 9.00am-5.00pm on Friday.

  • Yes we do. We can also assist with diary management / appointment booking / Live Chat / Email Management

  • The staff are now all remote based. The core of the team on the phones are in the UK and South Africa.

  • The team will always work with the customer brief given during onboarding. If there is a particular way you would like us to answer your calls, then we can do that. If there are specific things you would like us to do or ask for from particular callers, we can set this out in your brief too.

  • We will always work to your brief, if there are any circumstances where you need us to transfer a call to you or one of your team members and you have provided us with direct numbers, we can absolutely do this for you.

  • Unfortunately, we cannot allocate a specific team member to you. However, you will know the names of our team members working on your account.

Still have questions? No problem. Contact us today!