FAQs

**Answering Services FAQ from Phoenix 24-7 – We’ve got all the answers about call answering services**

Will my calls be answered in the UK?
Yes – Phoenix24-7 only offers UK based live call handling services from our Call Centre in Aberdeen.

How can I be sure that my details are safe?
Phoenix24-7 upholds a strict privacy policy, and will only ever share your details, where agreement has been sought to escalate calls.

Can callers leave a message?
Yes, Phoenix24-7 operates 24 hours a day, 7 days a week, 365 days per year and we will forward all messages to your business.

Can I divert my mobile to my dedicated line?
Yes, but you may be charged by your network to do this, so please check with them first.

Can you put calls through to my mobile?
Yes, live calls can be patched through to mobiles: we can also send SMS messages free of charge.

Do I need to notify Phoenix24-7 each time I divert?
No, as long as it’s within the operating times of your contract, you can divert your calls to Phoenix24-7 at any time. If you wish to divert calls outside the normal operating time of your telephone answering contract, please contact your customer services representative before activating the divert.

How do I set up call divert?
This will depend on who supplies your telephone lines: we recommend that you call your supplier to advise you of the process.

Can I have designated people to answer my calls?
I’m afraid not, as all of our staff answer all calls, but each operator is trained to the same high standards and is familiar with your requirements. Our call management software provides controls to identify when your business is being called, and they’ll answer the telephone based upon your instructions.

What hours are Phoenix24-7 open?
For administrative issues our normal office hours are 09:00hrs – 17:00hrs, but Phoenix24-7 operates a telephone answering service 24 hours a day 7 days a week throughout the year.

How long does it take to set-up the service?
It depends on the complexity of your requirements. Our basic Pay as You Go (PaYG) service can be operational the same day, whilst a more detailed in-bound service takes between 1 and 2 days. For more complex tailored set-ups a timeline of between 3 and 5 working days is advised, but if we can do it in a shorter time, we will.

If I am diverted to you and another client phones in, do they get an engaged tone?
No, there’s no limit to the amount of calls that can be diverted simultaneously.

Do you keep a log of all data?
Yes, data is held on our system for a minimum period of 3 months, and can be accessed any time you call. It’s possible to retrieve older data from our archives, and the timeline for this is normally 24 hours.

Will I be charged for people dialling my number by mistake?
No, we don’t charge for wrong numbers, unidentified calls to your line, or unsolicited sales calls.

How much do you charge for text messages?
We don’t charge for text messages

How much does it cost when you escalate calls?
We only charge for the outbound call, so it doesn’t matter how long it takes. You’ll only pay a flat rate, as per your contract, for each call.