Archives: FAQs

FAQs / After-Hours Call Answering Services, Call Answering Free Trial, MessageExpress, MyAssistant, MyDiary, Overflow Call Answering Services, Temporary Call Answering Services, Virtual Reception Services

Why should I get a live call answering service?

Many callers hang up when their call goes to voicemail, so you can miss out on vital conversations or leads. Ensuring your calls are answered by a real person, rather than voicemail or a robot, increases customer satisfaction, builds loyalty and improves your opportunity to create a rapport and obtain caller details.

Live call answering also allows you to screen calls, as you can advise your receptionist to transfer or take messages for only those call types you wish to receive. Once answered, you can see each message as it’s taken and prioritise who you will call back first.

Live call answering increases revenue through better customer connections, reduces costs as you’re not paying for a full time receptionist and helps you to be more efficient with your time.

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FAQs / Business Phone Numbers, Call Routing & Numbers

Do you offer 1300 and 1800 phone numbers?

Yes, we can instantly add a national 1300 to your account, which gives you a national presence and allows callers to contact you for the cost of a local call. Similarly, we can obtain 1800 numbers, on request, which allow callers to contact you at no charge. For these specialty numbers, you’ll be provided with a list of available numbers to choose from, as we understand it’s an important decision and you’ll want to keep your national number for the life of your business.

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FAQs / After-Hours Call Answering Services, MyAssistant, MyDiary, MyReceptionist, Overflow Call Answering Services

Can email or text messages be sent to multiple recipients?

Yes, messages can be sent to multiple email addresses and mobile numbers – it’s your choice. We can also attempt to transfer calls to multiple people in sequential order. How your calls are managed can be updated instantly via your OfficeHQ online client portal or mobile application at any time.

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FAQs /

If a caller asks the receptionist a question, can they answer it?

Yes, our receptionists are able to answer basic questions, such as enquiries about your street address, postal address, directions to your premises, your website location, what services you offer and your business hours. If you need receptionists to answer a broader range of questions, the MyAssistant or MyDiary plan may better suit your needs.

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FAQs / Medical, Overflow Call Answering Services, Virtual Reception Services

Can I sign-up for short-term call answering, eg. a day, week or month?

Yes, you are able to use our service for an hour, a day, a week, whenever you need our assistance. Many clients use our live call answering for short-term needs, for example, when their own in-house receptionist is at lunch, sick or on annual leave. Some clients use the service during their busy periods only, as call overflow or for campaigns. Our live call answering service is like having a casual receptionist who is always available. It’s reliable and risk-free, as you only pay for what you use.

If you prefer to use our service seasonally, you can take advantage of our pause package.

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FAQs /

Can your receptionists transfer calls to staff members?

Yes. You can list all staff or departments on your account and provide different availability settings for each. When your staff are listed as available, our receptionists will attempt to warm transfer the call to them. This means, the receptionist will call your staff member, advise who is on the line and if accepted, transfer the call. If your staff member is unavailable, the receptionist will simply let the caller know, take a message and send it instantly. You are able to update staff details, availability and message settings instantly via the OfficeHQ online client portal or mobile application.

Call transfers are an add-on feature available on MyReceptionist, MyAssistant and MyDiary plans.

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FAQs / MyAssistant, Virtual Reception Services

How do I know which plan size to choose?

If you start with the free trial, it gives you an opportunity to understand what call volume or duration you should select ongoing. Once you’ve selected your plan, you can upgrade or downgrade at any time without penalty. To help give you confidence you are on the correct plan, you will be provided with an online client portal and mobile application, which allows you to track your usage in real time. You’ll be able to see every incoming call by day and time, the messages received, where they were sent and whether any calls were transferred.

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FAQs / After-Hours Call Answering Services, Call Answering Free Trial, MessageExpress, MyAssistant, MyDiary, MyReceptionist, Overflow Call Answering Services, Virtual Reception Services

Do I receive a local telephone number with my subscription?

Yes, we allocate an exclusive phone number to each client so our receptionists know which business the incoming call is for. If you have an existing phone number, simply forward your calls to the number we provide. Through your telephone provider you have the option to forward all calls, or have calls only come to us when you’re busy or there’s no answer. We’ll answer as many or as few calls as you need.

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FAQs / Call Answering Free Trial, Medical, Temporary Call Answering Services, Virtual Reception Services

When can I start using the call answering service and how long does it take to set up?

Set up can take as little as a few minutes. For a MessageExpress or MyReceptionist service, you can start using the service almost instantly. Simply set up an account yourself, using the free trial webform or have our customer service team do this for you. Either way, it only takes a few minutes to get started. Once your account is set up, you simply need to forward your phone line to us and we’ll start answering your calls.

If you’re interested in a MyAssistant or MyDiary plan, a short setup may be required, depending on complexity, to train our receptionists on your preferred software, business information or webforms. Please contact us to find out more.

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