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

Our core hours are Monday to Friday 8:30am – 6:00pm and Saturday 9:00am – 3:30pm, however you can have your calls answered 24/7.

We answer your calls just like a member of your in-house staff would, in your company name, with your pre-approved greeting.

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 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 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, 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’re after and how busy you are.

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 email you a £50 Amazon voucher that day.

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

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.

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.

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.

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.

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.

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!

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.

Anwar

5/5
I have been using CSnotepad for over 4 years and can’t recommend them enough. There customer service is great, have proven to be super flexible to adapt to changes with my requirements and super friendly. Before using CSnotepad I had experience of their larger competitors but due to their size I always felt like I was dealign with a call centre and therefore so would my clients as they couldn’t give the the same local personal touch these guys can give. 10/10 and thoroughly recommend to others.

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.

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.

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.

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.

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