FAQs – How can we help you?

Find answers to common questions here using the search bar or view quick answers below. Can’t find what you need? Contact our Client Services Team who are ready to assist.

General

What sort of clients do you service?

Our clients range from small businesses and sole traders to large enterprises. We cater for professionals such as real estate agents, lawyers, accountants, psychologists, physiotherapists and chiropractors. We also assist a variety of start-up businesses, contractors, franchises and service providers including IT companies and website providers.

Where are you based?

We’re a subsidiary of OfficeHQ, a global virtual reception company established in 2003, with our UK Operations and Headquarters located in Basingstoke, Hampshire. Our Australian and US operations provide global ‘follow the sun’ 24/7 virtual receptionist coverage.

Phone numbers

Are we able to select a local number?

Yes. We can provide you with a local number where you are based. We can also provide Freephone numbers if required.

Do you give me a number and is it exclusive to me?

Yes. We dedicate an exclusive number to each client. This number can be used for business communications including letterhead and business cards or for advertising and promotions. If you have an existing number then you can simply forward your calls to us and they will be answered professionally and seamlessly by our receptionists.

Can I forward my existing number to ReceptionHQ?

Yes.  You are able to forward your existing number to us. Diverted calls are seamlessly answered by our receptionists in your company name or the greeting of your choice.

Services

Do you offer a 24/7 Service?

Yes. 24/7 service can be selected for all ReceptionHQ subscription plans.

Can we have multiple staff members configured on our account, with their own messaging preferences and diversion phone numbers?

Yes. Your service can have a Contact added for each staff member that is to receive messages or transferred calls. Contacts can also have a department specified so that messages can be routed appropriately, based on the department that the caller requests.

If a dedicated phone number is required for a staff member (e.g. to have a different greeting than the main company line), then we can provision a phone number instead. Using our client portal to add and manage Contacts is easy. ReceptionHQ can also configure dedicated logins, to give individual staff members access to manage their availability and message preferences.

If one of our clients asks a question are you able to answer it?

Yes. We are able to answer basic questions like directions to premises, fax number, website, prices and other general questions. You can provide us with detailed call scripts and answers to FAQs to assist your callers prior to transferring calls to you or taking messages.

Are you able to make appointments for us?

Yes, we have a dedicated team of highly experienced receptionists who can make appointments for you. This service is ideal for professionals that depend on appointments being made and kept up to date while they are working with their clients. Simply send us a link to the online calendar you use.

Can you just take messages?

We are able to answer your call and explain that you are in a meeting or with a client, take a message and forward this message to you by email or text instantly.

Can I use the service for a day, week or month?

Yes, you are able to use our service for an hour, a day, a week, whenever you need our assistance. Our virtual receptionists can answer your calls 24/7.

Can you transfer calls to a staff member?

Yes, we are able to transfer calls to any staff member on any phone (landline and mobile) anywhere in the world. Our system can keep details of all staff members and their call answering preferences. These details can be updated at any time by accessing our online client portal.

What is a warm transfer?

After our receptionist answers your call, they will introduce the call to you (or the appropriate staff member) before transferring your caller to you. If you’re unavailable, or if you don’t answer the call, our receptionist will go back to your caller, let them know you’re unavailable, take a message then forward it to you. All our calls are warm transferred to you. We do not blind transfer calls. Blind transfer is when calls are transferred to you unannounced.

Is there a contract or lengthy agreement?

ReceptionHQ offer a month-to-month agreement, which can be cancelled by giving us at least three days’ notice prior to your monthly renewal date. While you’re subscribed to our virtual reception services you’re bound by our Terms & Conditions and Privacy Policy.

How long is the set up process and when will you take my first call?

Set up can take as little as a few minutes. Once set up, you can immediately direct or divert your calls to ReceptionHQ and we will answer your calls to your specific requirements.

Can your receptionists answer the calls I am missing when I am on another call?

Yes, our receptionist will take any calls you are missing. You may be on another call or simply unable to answer the call because you are busy at the time. Our receptionists will take a detailed message and send to you instantly by email or text. Every call diverted to ReceptionHQ will be answered – no matter what your circumstances are at the time of the call.

Are you able to answer only some of our calls?

Yes. This is referred to as call overflow. Many businesses only want the calls answered when they are unable to, for example if you step out of the office for an hour or so, if you’re on another call, at lunch, or simply because you have too many calls at one time. You can set up your diversion to us when the phone rings for more than a specified period, or if it is busy/engaged, and we will answer the phone as if we were in your office. Never miss that important call again!

Subscription

How do I pay for the service?

Our billing system is fully automated. You will need to pay by credit or debit card. We accept Visa, MasterCard and American Express. All invoices are viewable in real time within your client portal. Invoices will also be emailed to you.

Can I upgrade or downgrade my subscription?

Yes, you have the flexibility to upgrade or downgrade at any time to a more suitable subscription that meets your requirements and budget.

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