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

Damien Burke

5/5
I have used this service for about 2 years now and highly recommend it. I don’t often have to contact them direct as their notification service is really good but every time I have I have been impressed. I run my own business and cannot afford to spend most of my time answering the phone when dealing directly with clients. This service really helped me keep existing clients happy, manage calls from potential new clients and maintain productivity.

Gayna Ballard

5/5
Provide us with an answering service that enables us to be always accessible to the public in spite of being a volunteer organisation run part-time. Prompt response when scripts need tweaking and if we need to query a message that’s been taken. Occasional blips with straying from the script or inaccuracy of message taking but always swiftly resolved.

Lisa Reynolds

5/5
I’ve been using CSnotepad for a number of years and they are always great. Consistent service, nicely spoken people answering the phone who are always very friendly. Information taken is always correct, and I’ve also recommended them to quite a few of my fellow business owners, who need to have call answering. Fair price and they take all of the hard work out of answering calls. Highly recommend.

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.

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.

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!!

Lorna Clark

5/5
I’ve only been using CSnotepad for about 5 months, but I can see the relationship lasting a long time. They are totally professional and as a system, it just works. My clients are happy to be speaking to a person and not a machine, the emails are clear, concise and I actually use them on my database to document timelines for each client. Emergency calls are patched through to my mobile for continuity of service and I’ve recommended them to everyone who has spoken to me about problems with calls. Highly recommended.

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.

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.

Kim Hayes

5/5
I have been using CSnotepad for a while now and my only concern is why I didn’t use them earlier. Having just had two weeks away on holiday they handled all the calls and emailed plus at my request sent text messages to my mobile so I always knew what was going. If you run a small business, you should give them a try.

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.

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.

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