Category Archives: Choosing a Provider


Providing a Telephone Answering Service for Charities for Over 10 Years – Marketing Campaign Support

Monday, January 14th, 2019

working together image

Is your charity planning for an awareness boosting marketing campaign in 2019, are you looking to spread the word and increase donations to your charity? Make sure that the money you invest into a new marketing campaign isn’t lost by being insufficiently prepared to handle the increase in call volume it brings.

If the goal of your marketing campaign is to see more people get in touch, get yourself ready and fully prepared with telephone answering support from CSnotepad. We have over 10 years experience working with charities, and understand that your needs are different to any other business or charity.

Tailored to Your Needs
You don’t need to employ, train (and pay!) more staff to handle a yet unknown increase in your calls for the short duration of a campaign. Save yourself time, stress and a great deal of money by using our telephone answering service as the first contact for your campaign. You’ll work closely with one of our account managers who will aid you in reaching the goals of your campaign, and they’ll train our team of professional customer service agents accordingly. We’ll work with you to tailor a script that not only collects the information you require from each and every caller, but also mirrors your existing customer service model – further boosting the reputation of your charity.

Donation Processing
Our customer service agents can process your donations directly via your own online portal, but don’t worry – we’ll guide you through how to set us up as a user with limited privileges. We’ll only ever be able to put money into your account, not take it out, and we wont be able to access any sensitive information. By taking donation directly, no call backs are needed, and there’s no need to disturb a member of your own in-house team. The caller has a seamless and professional experience with one of our polite customer service agents.

Call Agents There When You Need Them
Don’t try and hire your own staff for an unknown. We appreciate that it’s difficult to estimate just how successful a campaign is going to be. If you attempt to hire your own staff, you could be paying for staff to answer calls you simply aren’t receiving, wasting valuable charity money in the process. If you staff cautiously, you could drop calls that you’ve worked so hard to receive, callers could have lengthy wait times, reach a voicemail, or even the dreaded engaged tone! Truly maximise the potential of your marketing campaign by using CSnotepad telephone answering service. Our multiple telephone lines allow us to take multiple calls for you at the same time, and we can allocate more members of our team to handle any unexpected spikes in call volume. We’ll put together a tailored call plan that accommodates for the call response you expect, and assess it as the campaign progresses, really ensuring that our service meets your needs.

Call one of team today to discuss your campaign goals on 01273 741400.

Give Your Business Start-Up the Best Start – Admin Support from CSnotepad

Monday, December 31st, 2018

support scrabble pieces

Are you starting your own business in 2019? Are you worried that there’s simply not enough hours in the day and enough hands to get things done? We understand that a new fledgling business doesn’t have the funds to hire staff to take some of the load. When you’re ready, consider taking advantage of admin support from CSnotepad as a cheaper and easier alternative.

Unlike hiring your own staff, you don’t need to find us a place to work, or supply us with a computer, train us, cover our lunch break, cover our holiday and sickness. You don’t need to pay into our pension or contribute to our national insurance – let us worry about all of that!

Our polite and professional team of customer service agents are here working from our friendly office in Brighton, and are on hand to support you and your business with a range of administration tasks wherever you’re based, including:

Tasks that promote your business -
Email marketing
Postal mail outs
Social Media Management
Newsletters

Tasks that improve your customer service -
Customer care calls
Debt chasing
Handling incoming customer emails
Responding to suppliers
Appointment reminder calls
Diary management

Tasks that keep your data up-to-date -
CRM management
Product inventories
Data cleansing
Document scanning to e-files

No job is too large or too small, too repetitive or too peculiar! We pride ourselves on a personal service, and we will take the time to discuss and fully understand the challenges you’re facing, and shape a service that really meets your admin needs.

Unlike your own employee – you don’t need to find us work to keep us busy. Send jobs our way when you’re busy and take them back in-house when things are a little more steady. Use us as much or as little as you need, just know we’re here to make things easier as your business builds throughout 2019.

Chat to a member of our team today on 01273 741400.

Give Your Business Start-Up the Best Start – A Virtual Telephone Number from CSnotepad

Thursday, December 27th, 2018

virtual telephone number image

Looking to start a new business in 2019? Don’t be swayed and don’t be concerned, just go for it – starting your own business can be hugely rewarding. But there are things you can put in place from the start to really help retain control (and your sanity) as your new start-up starts to fly! Don’t be fooled into thinking you need to hire an office just to give your potential customers the right impression of your business – working from home can be a smart and cost effective way of running your business if you take advantage of a Virtual Telephone Number…

Here are just some of the obstacles you might face when starting your business using your home phone number or mobile phone:

  • What message do you put on your voicemail or answer machine message? If you use a message that introduces your business this is the message also reached by friends and family. If you use a more generic message, this wont sound professional to your clients and potential clients wont be sure they’ve reached the right number
  • You never know whether it’s a personal or business call so you’re unsure whether you need to answer the phone call with your business name.
  • You would like to maintain some separation between your business and personal life, but having the same number results in answering work calls late into the evening and at the weekends.
  • Getting another mobile phone specifically for work calls is expensive and a headache carrying around 2 phones.
  • If you use a mobile number instead of a land line number you worry that it makes potential clients lack confidence in your business, you appear to have no physical presence.

The CSnotepad Solution
A virtual receptionist service can offer you a virtual landline phone number. It’s a number that can have any geographical code, such as 01273 (Brighton). This becomes your number and what happens when someone calls it is entirely up to you! All calls to your virtual number can be directed straight to your mobile phone – this solves the issue of appearing not to have a landline and therefore a physical office base, eliminating any concerns that you may be transient and more difficult to contact if problems were to arise with the product or service that you’re selling. Or, you could get calls to your virtual telephone number diverted to your home landline – solving the problem of security and privacy by not having to give out your home phone number to customers and suppliers. Wherever you choose to divert your calls, the caller will never know the number they’ve been diverted to. However, this doesn’t solve the problem of not knowing when your ringing phone is a diverted call from your virtual number or a personal call, so you still don’t know whether to answer the call with your business greeting…

The CSnotepad Solution Extra:
Combine a virtual telephone number with one of our affordable call subscription services. We will answer the calls to your virtual number on your behalf, always with your chosen business greeting, and always by a professional and fully trained customer service advisor who knows your business. The caller will have no idea they haven’t reached your own in-house receptionist (making you look like you have a lovely team working for you)! We can either take a name and message so you can return calls at your convenience, or give you a call on your chosen number, notifying you of the caller and asking whether you’d like to take the call. Problem solved!

For more information on a Virtual Telephone Number or any of our call answering services, just give a member of our friendly team a call today on 01273 741400.

Let 2019 Take You in a New Direction : Business Start-Up Support from CSnotepad

Friday, December 14th, 2018

2019 new road image

Is 2019 the year you make the exciting leap and start your own business? Don’t be daunted, we’re here to tell you that..well…we’re here! It might be your own business, but it doesn’t mean you have to go it alone. When you’re ready there are so many ways that a virtual receptionist service like CSnotepad can help you juggle all the demands of a new start-up business.

Don’t believe that your business needs to be pulling in a huge profit before you can justify paying for a helping hand. We’re not suggesting you hire staff, that’s too costly and frankly unnecessary for most start-ups. Instead, we recommend you turn to the varied and professional services offered by a virtual receptionist company. A team of staff, trained on your business will be here when you need them, affordable and reliable. Use a virtual receptionist company like ours to take some of the load and provide you with the time to focus on the areas of your business that really need you.

Send the repetitive and time consuming tasks our way – that’s what we’re here for. Let us take your incoming calls as though we’re members of your own in-house team, your callers will have no idea that they haven’t reached you directly. We work with you to create a script that means we always answer your calls in just the way you want. We can handle your general enquiries, take on admin jobs like data entry, book in your appointments, we’ll even process your orders, take payments through your own online payment portal and liaise with your distributors if you choose.

But don’t be daunted, this is just a small leap into the options and services available to you, but we can do as much or as little as you need, as and when you need it. So for now, if you’re just looking for someone to take a name and message when you can’t answer your calls – that’s fine, we’re right here!

At CSnotepad we can even supply you with a virtual phone number and virtual address to help you appear more established to your potential clients. This is particularly helpful if you’re running your business from home, it can help you to manage the separation between your home and work life.

With CSnotepad we shape our services to fit your needs. We know that every business is different, so we aim to provide help where you need it most, when you need it most. Talk to one of our team on 01273 741400.

Retailers: 4 Ways CSnotepad Can Support You & Your Increased Call Volume This Christmas

Tuesday, November 13th, 2018

christmas gifts

CSnotepad can support you with your increased call volume during the Christmas buying frenzy!

Increased buying during the Christmas period can really see your business soar – but only if you’re prepared.

Don’t let your potential customers reach an engaged tone when trying to place an order or enquiring about one of your products. Christmas shopping really can be stressful, and your customers are looking for an easy and fast buying experience, otherwise they’ll simply turn to one of your competitors. Christmas is definitely not a time to be relying on customer loyalty or your past customer service reputation – it’s the service you offer now that really matters when looking to maximise on Christmas sales.

Prepare your business with the help of CSnotepad.

4 Ways We’ll Support Your Business This Christmas…

1. Free up your time so that you can focus on the areas of your business that really need you…
Don’t be distracted by the ringing phone. We’ll have a small team of customer service advisors trained on your business, answering your calls as though members of your own inhouse team so that you and your team can focus on other aspects of your business – whether that be packaging, despatching, website orders or managing sales within a physical store.

2. Boost sales with helpful and up-to-date information…
Your team at CSnotepad can deal with your general enquiries; we can equip our customer service advisors with answers to your most frequently asked questions. Ensuring that your potential customers receive all the information they need to complete their purchase with you. We can even chase up orders, stock levels or delivery statuses directly with your suppliers or distributors, and relay this information to your callers without troubling you for information.

3. Take orders and process payments…
It’s great to be able to offer your customers the option of placing their order by phone. But don’t worry, this doesn’t create additional work for you, we can take orders and process payments using your own online payment portal. We’ll guide you through setting us up as a user with limited rights, so we’ll only ever be able to put money in, not take it out, and we wont be able to access sensitive information!

4. Boost your customer service…
You don’t just have one line allocated to you, we’re here and able to handle multiple incoming calls for your business all at the same time. Your callers wont be left waiting in a queue, or met with an engaged tone, they’ll reach one of your friendly CSnotepad team who’ll greet them with your own professional business greeting. Your callers will never realise that they haven’t reached your business directly.

Whether you expect 5 calls or 500 calls a day in the build up to Christmas, we really can tailor our service to meet your needs. Call CSnotepad today on 01273 741400 to discuss how we can help you to maximise your Christmas telephone sales, never miss an enquiry, and offer you a reassuring safety net during your busiest times.

Whether you expect 5 calls or 500 calls a day, your needs can be met and adjusted, giving you the confidence to know that your business wont miss out as Christmas approaches.

Call csnotepad today on 01273 741400 to discuss how we can help you to maximise your Christmas telephone sales, never miss an enquiry, and offer you a reassuring safety net during your busiest times.

CSnotepad – Acting as Your Central Receptionist Wherever Your Team Members are Based

Tuesday, October 30th, 2018

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Does the success of your business depend on a team of people who are based or spend much of their time outside of the office? Never has home working been so common, but how do you go about ensuring that wherever your team members are, they’ll always receive the incoming calls they need to?

Let CSnotepad act as a a central receptionist for you, directing all of your incoming calls to the person best to deal with them.

A small team of customer service advisors will be trained and assigned to your business, answering each of your calls with your personalised business greeting and asking the questions agreed with you in your own tailor-made script. Once we have the information we need from the caller, we can put them on hold while we contact the best person to handle their enquiry. Perhaps you’d like product enquiries transferred to one member of your team, while bookings or purchases directed to another. Our central reception service acts just as your own in-house receptionist would, so there’s never any pressure to take the call if it’s not convenient, we can simply take a message and inform the caller that you’ll get back to them as soon as possible.

So why not hire your own receptionist?

Avoid the time and stresses of advertising, interviewing, hiring, training, finding office space, buying equipment, paying a salary, national insurance, pension contributions, finding alternative cover during spells of sickness or holiday…need we go on! With your team at CSnotepad you’ll know that your calls will always be answered – with multiple lines your important clients and potential customers wont get an engaged tone. Each call to your business will be handled professionally by a friendly customer service advisor who’s familiar with your business – your callers will have no idea they haven’t reached your business directly.

Our call agents can direct your calls to any number you choose, whether it’s to a mobile number, extension number, home landline, branch number or customer’s site. Changes to your script can quickly and easily be made as and when you need them, altering how and where your calls are directed. With CSnotepad you’re always in full control of how your calls are handled.

Call us today to discuss how we can act as a central reception for your business on 01273 741400.

Over 10 Years Experience as a Virtual Receptionist For Charities – Here Are Just 3 Examples of How We Can Help

Thursday, October 25th, 2018

flowers reaching for the sky

It doesn’t matter if you’re a small local charity, or a large charity with branches all over the UK – we know we can help. We’re confident not only because we can pull on our 10 years of experience helping charities, but because we’ll shape our service to meet the individual needs of your charity. So, it really doesn’t matter how much or little you might need us, whether you’d like us to take a dominant role, or simply act as overflow support, it doesn’t matter how repetitive the tasks might be that you need us for- our professional and reliable team are ready to help.

Here are just 3 of the ways we can help your charity to better manage its time, boost its service reputation, and ensure that every opportunity is maximised…

Marketing Campaigns
We can support you during the periods that you’ll receive an increase in your regular call volume, such as during a marketing campaign. We can work with you to train our team on the goals of your campaign, producing a script that ensures we handle each and every call in a manner that compliments your customer service model, and extract the information you’ve requested to meet your goals. We can help ensure that the money you invest in new marketing initiatives isn’t lost by the inability to handle the increase in call volume that it aims to create.

General Enquiries
Charities often use us as the main contact for general enquiries from the public. We can answer your most commonly asked questions by following a script we’ve worked with you to create, equipping our customer service advisors with the information they need to deal with questions competently and always in a friendly and professional manner. We can also act much like a switchboard or central receptionist, answering and redirecting your incoming calls to the necessary department, member of your team or branch best to deal with it.

Donation Processing
We’re experienced in taking donations and don’t act as a middle-man, instead we process a donation via your own online payment portal directly, guaranteeing that each and every donation is taken securely and the call managed with the recognition and appreciation that you and your own team would show. We can guide you through how to set us up as a user with restricted access, so we’ll only be able to put money in, not take it out, and we wont be able to access any of your private details, or details of those that donate.

Our 10 years of working with UK charities has taught us that your needs differ greatly from those of our business clients, and not only that, your needs also differ greatly from those of other charities. Call our team today to discuss how our virtual receptionist services could help your charity on 01273 741400.

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

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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.

BUT…

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!

Recent Posts

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Providing a Telephone Answering Service for Charities for Over 10 Years – Marketing Campaign Support

Give Your Business Start-Up the Best Start – Admin Support from CSnotepad

Give Your Business Start-Up the Best Start – A Virtual Telephone Number from CSnotepad

Give Your Business Start-Up the Best Start – A Virtual Office Address from CSnotepad

Let 2019 Take You in a New Direction : Business Start-Up Support from CSnotepad

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Call 01273 741400 or email info@csnotepad.co.uk
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