Category Archives: Choosing a Provider

You’re in Control of When You Divert Your Calls to Us & When You Don’t – Here’s How!

Monday, October 15th, 2018

call divert arrows

Choosing to use a telephone answering service like ours doesn’t necessarily mean you need to use us all of the time, or that we have to take all of your calls. You have more freedom and flexibility than perhaps you realise!

Many of the businesses that use us treat us much like a safety net during their busiest periods or when they’re simply not able to answer calls themselves – this can be for any number of reasons…

  • Staff sickness
  • Staff holiday
  • During a staff meeting
  • An expected peak in call volume
  • An unexpected peak in call volume
  • Extra support during a marketing campaign
  • During an office renovation

…to name just a few!

The reason really doesn’t matter, businesses that use our service know that when they need call support, we’re there for them to divert to. It doesn’t matter if they divert to us all day every day, or just sporadically, they know they have full control of when they do and don’t take incoming calls themselves.

The actual act of diverting your calls to us is easier than you might think. You don’t need to call us in advance, or wait for us to get back to you. You don’t have to fill out any complicated forms, or orientate an intimidating looking website to make the changes you need. We know that when you want us to take your calls, you want the change to be fast and easy, that’s why it’s fully in your control. To ensure that this is always the case, we encourage all of our customers to familiarise themselves with how to set up a divert on their phone line and how to ensure that it’s working correctly.

When you sign up for a call subscription with CSnotepad we’ll provide you with a divert number, here’s how to use it…

If your incoming calls reach you via a BT phone line here are our simple instructions on setting up a divert: BT Divert Set-Up

If your incoming calls reach you via a Sky phone line here are our simple instructions on setting up a divert: Sky Divert Set-Up

If your incoming calls reach you on an iPhone here are our simple instructions on setting up a divert: iPhone Divert Set-Up

If your incoming calls reach you via an Android phone line here are our simple instructions on setting up a divert: Android Divert Set-Up

Switching your divert on, switching your divert off, diverting your calls to us, or answering them yourself…it’s all up to you, you’re in full control, we’re here when you need us.

For any further help or information setting up a divert just ask a member of our team on 01273 741400.

A Call Plan That’s as Flexible as Your Business Needs

Monday, September 10th, 2018

flexible image

Is our flexi-plan right for you? Answer YES to any of the following?…

Is your business seasonal?
Do you close your business for periods of time each year?
Does the number of calls you receive vary greatly from month to month?
Do you run large marketing campaigns?
Do you only need call support when you’re away on holiday?
Do you want a call support team ready only when your own team is stretched?

Just like a mobile phone contract, a standard subscription with us gives you a call quota each month, you choose the subscription that best meets the number of calls you usually receive. However, if the number of incoming calls you receive changes greatly from month to month, or you simply only need call support during certain periods, you soon find that your monthly subscription goes unused and your call credits go to waste. Don’t be disheartened…

With our continued aim to shape our service around the changing needs of our customers, we now offer an Annual Flexi-Plan that gives you your entire years call quota at the start of your 12 month period. They’re yours to use as you choose, use them all in the first month, or all in the least week if you choose. Keep them on hand for your summer holiday, or to cover unexpected staff sickness when your team is stretched. It’s up to you how and when you use them – you have a full 12 months.

Here’s a quick example of how it works:
With our usual Advanced Plan subscription a business would pay £270 and receive 200 call credits a month. If they don’t use all of their credits, they are lost each month. On our Advanced Annual Flexi-Plan you would pay £3240 (12 x £270) in advance for 12 months, and you then have the full years call credits (12 x 200 credits) added to your account to use whenever you need them throughout the 12 month period.

Annual Flex-Plans suit a huge range of businesses, for a huge range of reasons, it doesn’t matter why you think it might work for you, if it’s the solution you’ve been looking for just give us a call and chat to a member of our team.

01273 741400 to find out more about our Annual Flexi-Plans.

Our 3 Focus Areas For A Great Telephone Answering Service

Tuesday, September 4th, 2018

customer service advisor

…and the guarantee we offer when on the (very) rare occasion we’re not quite up to scratch!

We’re proud of the service we offer having spent over 10 years shaping and improving to meet the changing needs of our varied customer base. Our great reviews on platforms such as Google and Yell reflect how focused we are on customer service and delivering the very best service we can.

What makes our service stand out against the rest is our attention to the areas that we feel matter…

Here are our top 3:

We shape our service around the needs of our customers -
We’re not too set in our ways, we’re always actively looking for new ways to make your service better. No matter the challenges our customers face, we’re always looking to further save them time, increase their level of support and improve the service they receive. We’re always trialing new initiatives and adapting our service plans to better cater for the changes that have occurred since we started over 10 years ago. We work closely with each and every customer to shape a service that truly meets their needs. We never expect a customer to fit into a pre-defined plan or service model, we always start by listening to your needs first. We assign each of our customers an account manager so that they have a point of contact, whenever they need to discuss their service, make changes, or alter scripts to better meet the needs of their business.

We invest in the best people
We interview for new customer service advisors carefully, always ensuring that they compliment the team and have the right attributes to offer superior service to your customers. Each one of our advisors is polite, professional and approachable. We have no doubt that if you met any member of our team in person, they’d be just the type of person you’d hire to join your own team. We know that some things can’t be trained; a positive attitude and willingness to offer the best service are natural traits that we seek in every one of our advisors. For everything else that can be trained we have an experienced training manager who is solely responsible for ensuring that all members of our team are trained to the standard we expect. Not only will our trainer guide our newest recruits, but they also closely monitor our existing team to make sure they continue to provide the level of service you’ve come to expect.

We invest in the best technology
We never shy away from spending money if it will improve the service we offer, whether that’s putting in place multiple contingencies to ensure your service goes undisturbed when outside issues would otherwise affect the service, or the newest in telephone support hardware and software. Most recently we’ve added our new caller recognition software to every customer account as standard. This allows us to identify your frequent callers, top clients and important suppliers, and offer them the same warmth of service that you would. Using our caller recognition software eliminates the need for our advisors to ask repeat callers all of your scripted questions, each and every time they call, improving your customer service.


However hard we may try, we know on rare occasions we may not quite meet the high standards they’ve come to expect from us. With this in mind we offer a ‘message guarantee’ to each and every one of our customers. This means that should you spot a mistake in the messages you receive from us regarding your calls, we’ll re-credit you for the call.

Perhaps one of our call agents hasn’t given you the correct name, or hasn’t got a digit right on a contact number, we understand that errors however small can have a big impact on your ability to make sales, grow your business and build your customer service model. By notifying us of any mistakes, not only can we do our best to put the mistake right, we can make sure that you’re re-credited with the call and then look further at how we improve our service – you’ll be doing us a favour!

Which Telephone Answering Provider? Here’s a Bit of Advice on How to Choose

Wednesday, August 29th, 2018

which way to go image

So you’ve decided that a telephone answering service could really help your business, but how do you decide which provider to use?  We’re here to offer a little advice!

Don’t assume that all services are the same, you might think that answering your calls is a a simple task, after all, you’ve been doing it since your business began, but trust us when we say that how your calls are handled varies hugely across providers.

The most important thing is to begin by really understanding what you want from a service, this will stop you from being pushed into a service plan that just doesn’t suit your needs.

First things first…some providers only offer a ‘name and message service’, this may be sufficient for you needs, but you should also be aware of the huge scope of services that are available to you. Many (including CSnotepad) can process phone orders, take payments through your own online system, forward calls to your mobile, manage your diary, deal with your admin, patch calls to relevant team members, arrange dispatch of your goods, make simple outbound calls, offer you a virtual telephone number and/or address and more. These services can free up your time and make a positive change to your business and customer service reputation.

Next…how personal are you wanting the service to be? Does your business pride itself on a ‘local’ feeling service, do you have customers that buy regularly from you? Most telephone services have no way (or interest) in recognising your regular callers and will answer each call as a new enquiry, asking the same questions, extracting the same details each and every time – this could be frustrating to your regular and valued customers. At CSnotepad we understand the importance of customer loyalty, and believe that it should never go unnoticed, we therefore invest in the very best systems and technology to be able to offer (as standard) caller recognition to all our clients. This means that we know when one of your valued customers is calling, we wont need to ask then the same repetitive questions, take up their time with recording their details, and we can treat them with the same recognition that you would.

Lastly…don’t be afraid to ask how big the team is that will be handling your calls. The bigger the call team, the less likely they are to appear as members of your on in-house team. Our aim is always to make your callers completely unaware that they haven’t reached you directly – so consider how important this is to you and your customers. The more people that will be handling your calls, the less likely they are to be familiar with your business and your callers, and they may not retain a useful knowledge of your products and services.

Other little niggles to get answers to…
Will you be charged for cold calls or wrong numbers?
Are your calls answered in the UK, or diverted abroad?
Can you control when you use their answering service or when you take the calls yourself?
Can you write your own script or are calls simply answered by a set template?
Will you be charged to change or update your script?
Can you call to discuss your service or is their customer service only email based?
Will you be assigned an account manager that you can turn to for help or guidance?
What’s your notice period if you’re not happy with the service?

Choosing the wrong provider can not only be stressful and expensive, but damaging for the customer service reputation you’ve worked so hard to build. Take onboard our advice in this blog and get the answers to the questions that really matter before signing up to a telephone answering service!

For a chat about our service or for further advice on choosing a provider, call a member of our team today on 01273 741400.

Wherever Your Business is Based, You’ll Always Receive a Personal ‘Local’ Service from CSnotepad

Monday, July 30th, 2018

map of the world with pointers

With telephone answering there really is no geographical limits, and the quality of the service you receive from us will never vary based on your location. We have customers all over the UK, and all over the world!

If you run a business that prides itself on a very personal service and the recognition of your loyal customer base, don’t limit your search for a call handling service to just your local providers. Don’t assume that just because they’re local your priority for a personal service will be their priority. Your customers deserve more than just a local accent,

At CSnotepad each and every one of our customers benefits from our advanced caller recognition software which allows us to build up a database of your frequent callers. We know when your loyal customers are calling, we can greet them with the same recognition and warmth of service you would. You’ll have a small team of customer service advisors assigned to your account, and they’ll  become familiar with your business and your callers, your frequent callers will even get to know them too!

We understand that some businesses choose to use a local business because they feel reassured that should there ever be a problem with a product or service, the business is close by to deal with the issue face-to-face. However, our more distant customers know that if they need us, we’re always available to answer any queries or deal with any concerns – however small. Whether it’s easier for you to communicate by phone or email, we’re always on hand to help.

If you’re based in another country and another time zone, take advantage of the time difference and use our service to take calls outside of the working hours of your in-house team. What a way to boost your customer service and stand out from your competitors!

All of our customers know that their calls will be answered by an English speaking customer service advisor based in our sunny office in Brighton & Hove. Every one of our advisors speaks clearly and is friendly, polite and professional. We never send your calls abroad and we’re confident that your extended team at CSnotepad will appear as though part of your own in-house workforce – wherever you’re based!

For more information, or to simply have a chat about our services, call a member of our team today on 01273 741400.

Grow Your Business Without the Stresses of Growing Your Workforce

Thursday, July 26th, 2018

workforce heart of people

Grow your business without growing your workforce, sound too good to be true?! Well we’re helping hundreds of businesses do just that!

Having staff is part and parcel of growing a successful business, but it can put a huge strain on your time and finances. There’s advertising for staff, interviewing, training, providing an office space, a computer, chair, desk. Then there’s the salary, holiday pay, sickness cover, national insurance and pension contributions. All of this, each and every time you take on a new member of staff…stressful isn’t it?!

Use the services of CSnotepad, let our staff become your staff, let us do the hiring and training, let us house your new workforce in a comfortable office with state-of-the-art hardware and software, and let us pay their wages and ensure that they’re always there to support you and your business when you need them. Let our workforce pose as your workforce, seamlessly acting as members of your own in-house team helping you to appear well established within your industry.

Your team at CSnotepad can act as your team of receptionists, taking your incoming calls, dealing with general enquiries, taking messages, and forwarding calls to relevant team members. They can book appointments, schedule meetings, make simple outbound calls, and liaise with customers and suppliers. We can even process orders and take payments via your own online system.

The range of services we can offer is wide, and we’re always willing to tailor any service to meet the individual needs of each and every business we work with. As your business grows we’re here to do as much or as little as you need – use us as an overflow safety net during your busiest times, during staff sickness or marketing campaigns. Alternatively use us as your permanent team, diverting all calls to us, freeing you to focus on the areas of your business that really warrant your time.

We work hard to select the right team so you don’t have to. We only ever select people that have the right mindset, a positive ‘can-do’ attitude, friendly with a willingness to offer great service, and appreciation for the important role they play in building the reputation of the businesses we support. You can rest assured that your calls are in safe hands!

Could You Benefit from a Virtual Office Address?

Thursday, July 26th, 2018

virtual address enevelope

Are you starting a business?

Do you have an internet-based business?

Are looking to reduce your business costs?

…a virtual address could be perfect for you.

What is a virtual office address?
Your virtual address offers you the use of our professional office address. You’re not renting a space in our office, simply renting the right to use the address as your own. You can use this address on your business cards, add it to your website, put it on your invoices and even register it with Companies House if you choose. You can use it for all your business correspondence, giving it freely to all your suppliers and customers – it will literally appear to your customers that your business is located at your virtual address.

So what happens when you’re sent post?
Don’t feel that you need to restrict who you give your virtual address to, getting post is all part and parcel of the virtual address service. Any post that arrives for you can either be:

Forwarded to an alternative address (such as your home address) for you to receive
Opened, scanned and emailed over to you
Kept safely for you to collect at any time during our office opening hours
Taking advantage of post emailing or post forwarding means that you can use our virtual address no matter where you’re based in the country…or even abroad!

Benefits of a virtual address?
You can work from your home but appear to have an office – improving your credibility and professional image to potential customers.
Cost effective alternative to renting an office
Keep your home address private to customers and suppliers
Increase the geographical reach of your business without needing a new branch office
Cheaper than a PO BOX address

Why choose CSnotepad?
We’re a small, professional, friendly and dedicated team that are here to support you and your business. We can offer virtual telephone numbers, telephone answering, diary management, and payment processing to further support you as your business grows.

A virtual office address provides a simple, affordable and business changing solution. Visit our website here or call us on 01273 741400 for more information on a virtual office address with CSnotepad.

Work the Flexible Hours You’ve Been Dreaming Of With Support From CSnotepad

Friday, June 29th, 2018


‘Quality of life’ and ‘work life balance’ are phrases we hear a lot but don’t necessarily pay all that much attention to, after all, they’re preached so often they become mythical concepts. But you can bring about change to the quality of your life through your work life balance, it all begins with freeing up time! ‘Short on time’ and ‘not enough hours in the day’ are two other phrases we hear a lot, and although we can’t make you more time, we can certainly help you better manage the time you have.

With our telephone answering service you can divert your incoming calls to us as often as you like, allowing you to leave the office, or leave your mobile phone at home, without that niggle that you could be missing important calls, enquiries, or possible sales. With our telephone answering service you no longer have to weigh up the cost of customers calling a competitor if you don’t answer, or damaging your service reputation when they reach your voicemail verses time with your family and friends.

At CSnotepad you’ll have a small friendly team trained on your business, they’ll answer your calls as though members of your own team – your callers will never know they haven’t reached your business directly! We can answer any simple questions your callers have if you equip us with answers to your most common enquiries. We can also take messages for you so you can return the call at a time that’s convenient for you. We’ll take the information you choose from your callers and keep you informed of each call we take – so you still feel in the loop! You’ll be fully in control of when you divert to us, and when you choose to take your calls yourself – true flexibility!

Happiness Research Institute in Copenhagen (an independent think tank set up to explore the causes and effects of human happiness) found that “the ability to balance working life and family life are crucial for happiness.” The Danes frequently top the polls as the happiest nation in the world, this could be partly due to their balanced approach to life. Flexible working is so routine for the Danish that they even have a national programme called Flexjobs which gets rid of the 9-5 routine, and sees employees paid for the work they do instead of the hours they clock up, recognising the importance of life outside of the office.

Flexible working hours really are possible with the right support. Let us support you and your business, helping you better manage your time, allowing you to manage your childcare, go away more, see more, do more, enjoy more, take part more, give more and de-stress more!

For more information on our telephone answering services, and find out whether it’s the right service for you, call a member of our team today on 01273 741400.

Booking Management: We’ll Take Your Telephone Bookings…

Tuesday, June 26th, 2018

diary bookings organiser

Choosing to outsource your bookings may seem a daunting idea, but we’re confident you’ll quickly see and feel the benefits – better organisation, better time management, increased productivity, no double bookings, reduced stress and more time to do the things that matter.

If you run a business that takes bookings over the phone, if you struggle to juggle running your business with answering your phone, or run a business that needs a more efficient and cost-effective solution to hiring administrative staff – CSnotepad can shape a service that really meets your needs.

If you take bookings for properties, holiday lets, an events venue, or maybe you’re a musician, entertainer, therapist or trades person, just offering online bookings can limit your audience. Many people prefer to talk to someone before booking, particularly when giving sensitive information or payment details. You may find that potential customers have questions that are stopping them from booking with you. Offering the option to book on the phone means that your customers can ask questions, receive reassurance, and book confidently – but this doesn’t mean you have to be chained to your phone!

Let CSnotepad handle your telephone bookings, you’ll have a small team of customer service advisors fully trained on your business, you can equip them with all the information they need to deal with your most frequently asked questions too. Your new team will answer your calls and take your bookings as though members of your own in-house team, leaving you or your skilled workers free to focus on the areas of your business that really warrant your time.

We can integrate directly with your existing online diary or booking system, so you can continue to view bookings and amend or update your availability at any time. If you don’t use an online application, we’d be happy to suggest a suitable option for your business and talk you through the simple set-up.

We can:

  • Take new bookings based on your availability
  • Cancel or reschedule bookings
  • Make outbound calls to arrange bookings
  • Take and process booking deposits or payments via your own online system
  • Make booking reminder calls
  • Schedule booking reminders for you
  • Manage multiple schedules for a team of workers

Outsourcing your bookings to us will allow multiple calls to be taken at once, your customers won’t reach an engaged tone or a voicemail, improving your customer service reputation and eliminating the need for customers to call a competitor. No more concerns about covering your phone during lunch hours, holidays or spells of sickness. Your team at CSnotepad is on hand to take all of your calls, or we can be there to support you when you need us most, acting as an overflow to manage your bookings during your busiest times.

For more information on our bookings management service, call a member of our team today on 01273 741400.

GDPR: CSnotepad & Your Data

Thursday, June 21st, 2018

GDPR lock image

General Data Protection Regulation (GDPR) – you’ve probably heard a lot about it in recent months, but we’d like to take this opportunity to again remind current, past, and future customers that we meet in full the EU regulations for the collection, processing, storing, transfer and deletion of your personal data.

Although GDPR may seem like the ‘buzz word’ of the moment, it’s certainly not new or a temporary focus for us – we’ve always ensured continuous safeguarding of all data we collect from you. The new GDPR regulations are there to make sure that all businesses within the EU are managing data correctly in light of the fast and continued changes in the digital era.

We want our customers, current, past and future to know that all data, from basic information such as name, email addresses and telephone numbers, to sensitive personal information including caller details are safeguarded by our GDPR compliance.

We continue to be transparent about the information we collect and how we use it and encourage you to refer to our Privacy Policy for further details.

Should you have any questions or concerns about GDPR please contact a member of our team on 01273 741400.

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Call 01273 741400 or email
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD