Frequently Asked Questions

We’ve tried to make life as easy as possible fo you by answering the most common questions below.

If you can’t find the answer to your question then just give us a call… you’ll get straight through to one of our freindly receptionists who will be happy to talk to you.

Talk to one of our friendly team now
on 01273 741400

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General

Our core hours are Monday to Friday 8:30am – 6:00pm and Saturday 9:00am – 5:00pm, however you can have your calls answered 24/7 at no extra cost.

We answer your calls exactly as a member of your own in-house staff would, in your company name and with a greeting according to your preference.

Each account is looked after by a dedicated team who are trained on your account, familiar with your business and who get to know your customers. Each team consists of 4 experienced receptionists who are first in line for your calls. If all 4 of your team happen to be busy on calls when one comes in, it will immediately overflow to a free receptionist on another team. Your caller will never be 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 do not charge you for wrong numbers, telephone calls that we can ascertain are sales cold calls or for you testing your own line.

We can provide you with a telephone number to use as your own. You can decide which type of number will be best for you, we have a huge selection from freephone 0800 numbers, to 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 go 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 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, we take your business seriously.

No you don’t. You are able to have the service set up in many different ways. 1. All the calls can come directly to you on your landline or mobile and only divert to us if you are unavailable. 2. All the calls can come straight through to us all of the time or 3. You can switch between options 1 and 2 as and when you are in or out the office.

Costs

The cost of the service will typically depend on the level of service you’re after and how busy you are.

Download our information pack and pricelist to find out more…

No. At CSnotepad we don’t believe in tying you into a long contract, should you ever wish to cancel, all we require is 2 full calendar months’ notice.

Because you choose when your telephone calls are diverted, 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 telephone calls we have answered for you that day.

Other:

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

Flexi plans are designed for customers who have wildly 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 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 email you a £50 Amazon voucher that day.

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

Carole Fookes

5/5
I have had an account with this firm for 12 years and cannot praise them enough. They always respond positively and nothing is too much trouble. Customers really believe they are speaking to a member of our team. Regretfully we are now closing our business (retiring) and so our association will end, but I am so glad that we decided to go ahead with them.

Tyler Jordan

5/5
I’ve been with CS for years and never had a bad experience. Their customer service is perfect for my needs and I’m not sure I could have the business I do today without them. During these recent months, they have clearly adapted quickly to the changing needs and maintained the good level of service they’ve always provided. In a world of so much uncertainty, it’s been great to have that constant to rely on. I do and have recommended CS to others as they’ve earned my trust and proven themselves to be a reliable company; I hope to grow my business further and I know CS will be able to support me doing that.

Jason Novis

5/5
I’ve been using CSnotepad for almost a year now and cannot recommend them highly enough. I needed someone I could trust to professionally deal with my clients whilst I was unavailable and the team at CSnotepad have been exceptional. Everyone I have dealt with from the telephony staff to the Directors have been first class. Fast, effective, professional and considerate.

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.

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.

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.

Charlie Burnard

5/5
We have been using CSnotepad for the past 2 years. They are absolutely amazing, extremely polite and always give a professional service. They have helped us while on holidays and unable to take calls and dealing with new customers. Particularly Ben Cassan and Warren Frances have always gone above and beyond with any questions we have had and any issues we needed amending such as changes to personal numbers and our stuff. The money we have managed to saved by not having to pay someone to man our office for incoming calls has been a god send. We can not recommended them enough!!

Thomas

5/5
I’ve really found CS to be a vital service to us, particularly in the early days of our business. Their staff are super professional, messages are accurate and I’ve found their pricing reasonable, but haven’t felt the need to look for alternatives.

Adam

5/5
I have been using CSnotepad for years and their service is fantastic. No calls get missed and everyone is always extremely polite and professional. I would highly recommend CSnotepad to anyone needing a virtual assistant.

Mike Ganson

5/5
Without a shadow of a doubt the best service I have used. Not only are they professional but they are remarkably pragmatic too. If something is slightly outside the norm they will soon find a solution. When it comes to day-to-day work it is smooth and effortless. It take the hassle away from me and makes my life easier. With CSnotepad it just works. I recommend it to anyone who has such a need.

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!

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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