Customer Service 01273 741400

Frequently Asked Questions

If you can’t find the answer to your question then click the chat box below or give us a call… you’ll get straight through to one of our friendly receptionists who will be happy to talk to you.

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General

Monday to Friday 8:30am – 6:00pm
Saturday 9:00am – 3:30pm.

However our receptionists can answer calls on your behalf 24/7.

We answer your calls exactly like you… in your company name, with your pre-approved greeting.

Each account is looked after by a dedicated team. Each team consists of four experienced receptionists who are first in line for your calls.

Additional receptionists can be added to a team if needed so that your callers are never kept waiting.

We provide you with a unique telephone number when you register, which you divert your calls to. Our system recognises calls coming in on this number and your account information pops up on your receptionist’s screen.

We can either e-mail you, text you or transfer the call through to you (call patching). It’s entirely up to you.

No, we don’t charge you for wrong numbers, sales cold calls or for you testing your own line.

We can provide you with a telephone number to use as your own, free of charge. You can decide which type of number works best for you as we stock a huge selection including freephone 0800 numbers, and most specific area codes.

Diverting Calls:

You can divert your calls to us simply by activating call diversion from the keypad on your telephone. We will guide you through diverting your calls to us step by step.

Yes, you can divert any type of line to us or multiple lines at the same time.

Yes you can, and as long as you’re happy for all of the calls to be answered in the same way then there’s no additional cost for this.

Yes we can, there’s no need to change your number you can simply divert that number to us.

Yes. We assign a local rate 0845/0844 number to your account. You are free to use this number on your website and advertising material… and there’s no extra charge. We can also offer other numbers such as 0800 freephone numbers.

Absolutely. In fact we can provide almost any nationwide numbers, just let us know what area you would like a number for and we’ll email you over a selection to choose from.

Set Up

Providing there are no unexpected delays we will have your account setup within 48 hours. If you require order taking or support ticket logging we will aim to have your account setup within 72 hours.

For the same reason that you wouldn’t choose to hire a member of staff at 9am and have them on the phones at 9:02am, they wouldn’t know enough about who you are, what you do or how you do it.

… In short, because we take your business seriously.

You are able to have the service set up in several different ways.
1. Divert all calls.
2. Divert calls only when the line is busy.
3. Divert calls that have gone unanswered for 15 seconds.

Costs

The cost will depend on the level of service you are after and how many calls you are likely to receive. View our call plans to see a breakdown of our pricing and the different plans available.

View our call plans to find out more…

No, we don’t believe customers’ should be tied into long contracts. Should you ever wish to cancel, all we require is 2 full calendar months’ notice.

You choose when your calls are diverted to us, so you have complete control over how many calls we answer and therefore the costs.

We also send you an end of day report, letting you know how many calls we have answered for you that day.

Other:

I’m afraid that we don’t provide short-term cover. Our minimum period is 2 months.  

For customers whose call numbers change substantially month to month we recommend our flexi plans.

Flexi plans are designed for customers who have fluctuating call volumes. This is common amongst seasonal business and event based companies where they may receive several hundred calls one month and almost none the next. Our flexi plans provide customers with an annual allowance of calls to use at any point throughout the year, without a minimum monthly usage.

 If your telephone calls are still diverted when our offices close and you are not on our 24/7 service, your calls will go through to our state of the art voicemail facility that is personalised to your company. You will then be emailed your voicemail in real time (the moment the call has finished) for you to listen to via your PC.

No. Our professional receptionists answer your telephone calls in your business name and speak to your callers in exactly the same way your in-house staff would. On top of that our system recognises the telephone number of someone who has called before and automatically provides your receptionist with the caller’s details. This means regular callers will be greeted with familiarity, and not have to provide their contact information each time they call.

Don’t worry, we email you a summary report of all your messages at the end of each day, free of charge. And if it’s really urgent, just give us a call and we’ll retrieve it for you there and then.

Yes. Call us and we will be happy to discuss a tailored answering service specific for your needs.

Yes, for every customer you introduce who signs up for a service with us we will send you a £75 Amazon voucher as thanks.

You can find out more about our referral scheme here

Yes, anyone who has referred 3 or more customers can move to our reseller scheme and earn 10% ongoing commission every month on any referrals. Commission is capped at £100 per referral per month.

Select The Call Plan That Works Best For You

We provide a fantastic service at a great price, always putting our customers’ first.

What Our Customers Say

Matthew Woodall

5/5
We have been using the services of CSnotepad now for a number of years. They are such a flexible company that provides a great time saving and cost effective service for our business.

John Squires

5/5
We have been using CSnotepad for over ten years and they’ve never failed to satisfy. Property Europe Online Ltd are pleased to offer their recommendation to other business users, seeking a competitive & comprehensive selection professional services, they’re an invaluable asset to enhance ones profile.

Rob Hall

5/5
We have been using CSnotepad for a number of years and have always found them professional, responsive and flexible. Their call plans are good value and using them has freed up time to allow us to concentrate on helping callers.

Stephen Shannon

5/5
Excellent company and service. I can get on with my work and go on holiday in the knowledge that my customers are going to be talked to.

John Berry

5/5
I have worked with CSnotepad for many years and have always found them to be attentive, competent and versatile with their call answering. What I get from them is a bespoke script, which many companies I contacted initially could not do. I can change it when I want so my callers are always updated accurately. An Invaluable service.

Sharon Beds

5/5
Fantastic at taking calls and representing my business. Have been using for 3 years and I couldn’t do without their professionalism. They have also been understanding during the pandemic and adjusted pricing to match the tough times we have been going through. Nice people.

Stuart Gibson

5/5
My company has used CSnotepad for over 5 years. They provide customer service that goes beyond just answering phone calls. CSnotepad have integrated with bespoke systems to become an integral part of our operations from initial order placement to aftercare support. I would not hesitate to recommend them to any e-commerce business looking to improve overall satisfaction for their customers.

Matthew Francis

5/5
We’ve used CSnotepad for years to handle our incoming calls. They’re very flexible with the service, calls are answered promptly and professionally, and we find it extremely useful.

Annalese Ferrari

5/5
The customer service is excellent and the staff are extremely well trained with accurate answering and message recording skills. Definitely a helping hand for any small business.

Adam Francis

5/5
I’ve used a couple of call answering services in the past but I would never move away from CSnotepad now, they are by far the best on the market. The girls who answer the phone are very professional and for the service I receive the cost is so worth it. Why more companies don’t use this service is beyond me!

Ian Mitchell

5/5
They truly offer a professional service. The staff is super friendly and highly trained. I never had one problem with their service. Just all around a great company. The prices are also great. We shopped around and in terms of value and service nobody comes close. No hesitation recommending them. Thanks again.

John

5/5
We have been using CSnotepad for several years and they have helped us to run our business whilst on holiday or during busy periods. They answer calls, take orders and any after-service queries. One or two blips over the years but highly recommended.

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