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Call Answering FAQ

Our receptionists will answer calls on your behalf when you can’t or don’t want to answer them.

  1. When you sign up for an account, we’ll give you a telephone number. This number is unique to you and your business. You then either advertise this number directly or forward your existing number to it.

    If you need help in forwarding your number, we have a handy call forwarding page here or if you give us a quick call on 0800 009 6555, we’ll be able to talk you through it.

  2. When a call is made or forwarded to your number, one of our receptionists will answer the call using your preferred greeting and your specific call handling instructions. You can add or change these instructions from your online account, App or by speaking directly with your receptionist.

  3. The receptionist will then send you the details of the message together with the date, time, callers name, company and even the callers mood. You’ll receive the message notifications via your App, email or even SMS.

Sure! If you call our test line on 0333 335 0220, you’ll speak directly to one of our receptionists. The welcome you receive will be the same for your customers. Our receptionist will explain how they're able to answer the call on your behalf and If you give them your email address, you'll be sent a transcript of the conversation you've just had.

Bundles

You choose a bundle that’s most appropriate to the level of calls you think you’ll take. Our support team can help you to discern this. See our call handling pricing page.

Often, using a call answering service means you’ll receive less calls over all, as all calls are answered, which eliminates multiple calls from the same person.

If you usually take 300 calls in a month and choose the PR300 package, we will resource the availability of your dedicated receptionist to take 300 calls for your company. Even If you take less calls, we will physically resource the availability to take those 300 calls.

Additional call charges

Over 90% of the calls we take are usually under 2 minutes in call length. For any calls exceeding 2 minutes, an additional, minimum, charge of 48 pence per minute or part thereof is applied to your account.

Out of bundle calls

The out of bundle cost can be higher than your per call cost because we have to dynamically resource staff to cover these additional calls.

Sometimes it can be more cost effective to be on a higher bundle but we will always aim to choose the most cost effective package for your business. If your call rate decreases, then you can change package to next available package once in any three month period.

Additional charges

If you have any “out of bundle calls”, “additional call charges” or “call transfers” these will be applied to your account. We’ll then send you a monthly statement, outlining these charges together with a list of calls that you’re not charged for such as blocked cold calls, test calls, wrong numbers etc. VAT Invoices can be easily downloaded from your online portal.

Call Transfer

If we transfer a call to you based on your call instructions, these calls are charged at 6p per minute to a landline and 15p per minute to a mobile. This is cheaper than BT’s standard redirect call rate.

SMS Message notifications

All SMS Notifications are optional and free.

We have no contract, however, there is a 3-month initial period followed by a one month rolling notice period. The reason for this initial 3 month period is that our call handling receptionists establish a relationship with you and your business and we spend time and resource in getting your Receptionist and the associated team trained in the basics of your business.

As we take on new customers, we resource that by recruiting and training new staff so it really is like gaining a new team member.

We often make bookings for our customers using cloud based calendars and two of the most popular are Google and Microsoft.

Below are instructions on how you can share these with your reception team so we can book your appointments, or gauge your availability.

How to share your Google Calendar

  1. Log in to your Google Calendar.
  2. On the left, in the sidebar, find the "My calendars" section.
  3. Hover over the calendar you want to share, click the three dots to open the options for that Calendar and then click "Settings and Sharing".
  4. To share with individuals: Under "Share with specific people" click the "Add People" button and enter the email address: [email protected]
  5. To change wider sharing settings: Under "Access permissions" choose an option in the drop-down menu. Learn more about these options below.
  6. Click Send

See here for full details on creating new calendars and permissions for Google.

How to share your Microsoft Calendar

  1. Log in to your Microsoft Calendar.
  2. From the sidebar on the left, click "Calendar"
  3. Then at the top click "Share" > "Calendar"
  4. In the popup that opens type the email address: [email protected] in the To box. In Details, specify the level of details that you want to share, and then click Send.

If you receive a permission error, you have tried to share more details than is supported by the settings in your organisation. If this occurs, under Details, choose to share a different level of details. Only an admin in your organisation can change the sharing policy.

See here for full details on creating calendars and permissions for Microsoft.

If you need any help on shared calendars or you want discuss what other bespoke services Pocket Receptionist offer then please call us on 0800 009 6963 or email us at [email protected]

Our telephone answering service accepts payments via PayPal and many major credit cards providers.

You can view your current spend and remaining balance at any time by logging in to your online account. When you're logged in, from the navigation menu choose, Profile > Billing.

Our telephone answering service has no hidden charges or fees, making it easy for your to monitor and control your costs.

Set up is simple, you can either create an account online or one of our team can set this up with you over the phone 0800 009 6555.

You can access your account by logging in via our website, via the app, calling our support line on 0800 009 6963 or by calling your receptionist team directly on your own Pocket Receptionist number.

Download our free app

Android OS iOS iPhone

Our Current operating hours are: Mon to Friday, 8:30 to 18:00 and Saturday 9:00 to 17:00, but we can handle your out-of-hours calls in one of three ways depending on which works best for your business.

Call Back (Default)

Your customer will hear an out of hours message*.
Your call handling receptionist will then call that person back first thing next working morning and send you a message notification as usual.

Call Alert

Your customer will hear an out of hours message*.
We'll then send you a free call alert of the caller's phone number and voicemail to both your APP and email address.

Call Forward

We'll forward that call in real-time to any phone number you provide**.
If we can't get through, we'll send you an alert instead.

*Out of hours messages can be recorded by yourself or professionally created by us (at cost). Please talk to your reception team, support or account manager and they can arrange this for you.
**UK Numbers only, standard call rates apply

Yes, you can treat your Pocket Receptionist number as your new phone number. You can advertise it on your website, business cards etc.

This way when someone calls your Pocket Receptionist number directly it will go straight to our telephone answering service receptionists. Although, if you mark specific contacts as VIP, the calls will go straight to you, rather than our team of receptionists.

Our receptionists will use your preferred greeting: - for example:

Good Morning. Thank you for calling *Your Company Name*, You're through to *Receptionists name*, How may I help you?

Typically, you'll fall in to one of three categories:

Do not transfer my calls

We’ll take all your calls and send you the information on these in real-time via emails or through the App so that you can decide who to call back and when. This is perfect for people who are very busy or those who receive a lot of spam calls. Example instructions:

  • Do not transfer my calls
  • Highlight any spam or cold calls
  • Mark anything from my Solicitors as a priority
Transfer important calls only

We’ll take messages for most of your calls and only transfer the important ones. This is perfect if you receive sales enquires or maybe urgent support calls. Example instructions:

  • Transfer sales calls only, either someone looking to buy or asking for a price
  • For any support issues, transfer to Penny on 01234567890
Transfer all calls

We will transfer all of your calls to you or the relevant member of your team. This is perfect if you have a mobile team and you want a consolidated business feel. Example instructions:

  • Transfer all my calls
  • Any accountancy enquiries are to be emailed to Simon at [email protected]
  • Any sales calls, transfer to Jennifer on 07123456789
  • Any calls from Globo Corp transfer directly to me on 07987654321

Call forwarding is a telephony feature available to most of the modern phones and networks. Also known as call diversion, it allows you to forward a telephone call to a selected number.

By choosing to divert your calls to your Pocket Receptionist number, you make sure that it is one of your dedicated receptionists who first picks up the phone on your behalf.

Enable the call forwarding service on your phone

Using the call forwarding service is easy. When you sign up to Pocket Receptionist, we will provide you with a unique virtual phone number. Then you just need to change the settings to your landline or mobile phone to start diverting your incoming calls.

For step-by-step instructions of how to enable call forwarding, select your mobile phone model or your landline provider from the dropdown below, and we will guide you through the process.

Call forward all calls on EE Network
To activate, dial:

**21*+44YourPocketNumber#

To check status, dial:

*#21#

To cancel, dial:

##21#

Call forward when unanswered (on EE Network)
To activate, dial:

**61*+44YourPocketNumber*seconds#

To check status, dial:

*#61#

To cancel, dial:

##61#

Call forwarding when not reachable (no EE network available or phone is switched off)
To activate, dial:

**62*+44YourPocketNumber#

To check status, dial:

*#62#

To cancel, dial:

##62#

Call forwarding when busy (when you are already on the phone) on EE Network
To activate, dial:

**67*+44YourPocketNumber#

To check status, dial:

*#67#

To cancel, dial:

##67#

Call forwarding on O2 Network

Call forward all calls
To activate, dial:

**21*+44YourPocketNumber#

To check status, dial:

*#21#

To cancel, dial:

##21#

Call forward when unanswered

To activate, dial:

**61*+44YourPocketNumber*seconds#

To check status, dial:

*#61#

To cancel, dial:

##61#

Call forwarding when not reachable (no network or phone is switched off)

To activate, dial:

**62*+44YourPocketNumber#

To check status, dial:

*#62#

To cancel, dial:

##62#

Call forwarding when busy (when you are already on the phone)

To activate, dial:

**67*+44YourPocketNumber#

To check status, dial:

*#67#

To cancel, dial:

##67#

Call forwarding on Three Network

Call forward all calls

To activate, dial:

**21*+44YourPocketNumber#

To check status, dial:

*#21#

To cancel, dial:

##21#

Call forward when unanswered

To activate, dial:

**61*+44YourPocketNumber*seconds#

To check status, dial:

*#61#

To cancel, dial:

##61#

Call forwarding when not reachable (no network or phone is switched off)

To activate, dial:

**62*+44YourPocketNumber#

To check status, dial:

*#62#

To cancel, dial:

##62#

Call forwarding when busy (when you are already on the phone)

To activate, dial:

**67*+44YourPocketNumber#

To check status, dial:

*#67#

To cancel, dial:

##67#

Call forwarding on Vodafone Network

Call forward all calls

To activate, dial:

**21*+44YourPocketNumber#

To check status, dial:

*#21#

To cancel, dial:

##21#

Call forward when unanswered

To activate, dial:

**61*+44YourPocketNumber*seconds#

To check status, dial:

*#61#

To cancel, dial:

##61#

Call forwarding when not reachable (no network or phone is switched off)

To activate, dial:

**62*+44YourPocketNumber#

To check status, dial:

*#62#

To cancel, dial:

##62#

Call forwarding when busy (when you are already on the phone)

To activate, dial:

**67*+44YourPocketNumber#

To check status, dial:

*#67#

To cancel, dial:

##67#

You can update your greeting, instructions and settings as many times as you like, anytime you like. Either log into your account, update via the App or call to speak directly to one of your receptionists by calling your Pocket Receptionist number which can be found in your profile page.

When you receive a message notification that you regard as a nuisance or spam call, then you can add the callers number to an auto reject list. We will then block that phone number from ever calling you again.

Once a phone number has been blocked. You won’t be charged if that number calls again. However, if a company calls you from another number that hasn’t been blocked. We will take that call.

To Block a number from a message notification
Email

On each "new call" email, below the receptionist notes, you will see a "Block Caller" button.

Website

When you go to the message details, below the receptionist notes you will have a block button.

App

While on your inbox, simply swipe on a message and you will find the option to block the caller.

Block a number

Log into your account, go to your inbox and click on “Blocked Callers”. You’ll be able to add known telephone numbers to your auto reject list.

Unblock a number

Log into your account, go to your inbox and click on “Blocked Callers”. Simply unblock a caller by using the “Unblock” button.

View blocked calls

Login to your Account, go to your Inbox and click on “Blocked Calls”. Here, you’ll be able to see a list of calls we’ve blocked for you.

Yes, you get access to your first months call recordings for free and you can then decide to cancel the call recording service or continue for a small additional fee.

Recordings are kept for 30 days. If you want to keep any recordings, simply download them to your device.

Yes. Speak with a member of the team on 0800 009 6555 to discuss this is more detail. Take a look at some of the online services we recommend from simple calendars and diaries to preferred payment portals and bespoke industry software.

Yes. Speak with a member of the team on 0800 009 6555 to discuss this is more detail. Take a look at some of the online services we recommend from simple calendars and diaries to preferred payment portals and bespoke industry software.

As a Company:

We hold a certificate in Cyber Essentials to guard against the most common cyber threats and demonstrate our commitment to cyber security

We are IASME Certified which focuses on the five most important technical security controls. These controls were identified by the government as those that, if they had been in place, would have stopped the majority of the successful cyber-attacks over the last few years.

Our Staff:

  • Hold certificates in Data Protection and go through an external training process to ensure they comply with the principles of the UK’s Data Protection Act and the EU’s General Data Protection Regulation (GDPR).
  • Go through a 6 weeks training schedule covering everything from call etiquette to data compliance.
  • Are audited daily to ensure call quality and adherence to instructions.

We’re committed to delivering you the highest level of service and we guarantee every call we take for you. If you’re not happy with the way a call was handled, we will refund you for that call immediately.

Our call handling agents go through a rigorous training program to make sure that we provide the best service for you and your callers. However, all of our agents are human and can sometimes make mistakes.

If you raise an issue for any call that we take for you, we will refund that call in full, listen to the call with the agent, review your instructions and provide additional training if required.