Virtual Receptionist Service FAQs
Find answers to common questions relating to OfficeHQ’s virtual reception and phone answering services using the search bar above or browse the FAQs below. Can’t find what you need? Contact our Client Services Team who are ready to assist.
What sort of clients do you cater for?
Our clients range from small businesses and sole traders to large enterprises. We cater for professionals such as real estate agents, lawyers, accountants, psychologists, physiotherapists and chiropractors. We also assist a variety of start-up businesses, contractors, franchises and service providers including IT companies and websites.
Where are you based?
OfficeHQ was established in 2003 with our Head Office in Sydney. We also have a training and operations centre in Queensland, on the Sunshine Coast. Our telecommunications network extends to 66 telephone exchanges giving us the largest range of local numbers of any virtual reception services provider. We also have operations in the US and the UK providing 24/7 follow-the-sun phone answering capability, if your business needs this.
Are we able to get additional numbers for each state?
Yes. We can provide you with a local number where you are based and if you require it we can provide multiple numbers in different area codes that you can publish to give your business a national appearance. We can also provide you with a 1300 Number.
Do you give me a number and is it exclusive to me?
Yes. We dedicate an exclusive number to each client. This number can be used for business communications including letterhead and business cards or for advertising and promotions. If you have an existing number then you can simply forward your calls to us and they will be answered professionally and seamlessly by our receptionists.
Can I forward my existing number to OfficeHQ?
Yes, you are able to forward any number to us including 1800, 1300, landline and/or mobile numbers. Diverted calls are seamlessly answered by our receptionists in your company name or the greeting of your choice.
What is a warm transfer?
After our receptionist answers your call, they will introduce the call to you (or the appropriate staff member) before transferring your caller to you. If you’re unavailable, or if you don’t answer the call, our receptionist will go back to your caller, let them know you’re unavailable, take a message then forward it to you. All our calls are warm transferred to you. We do not blind transfer calls. Blind transfer is when calls are transferred to you unannounced.
Do you offer a 24/7 Service?
Yes. 24/7 service can be selected for all OfficeHQ subscription plans. Your calls will continue to be answered outside our standard business hours of 8:00am to 6:00pm in all states.
Can we have multiple staff members configured on our account, with their own messaging preferences and diversion phone numbers?
Yes. Your service can have a Contact added for each staff member that is to receive messages or transferred calls. Contacts can also have a department specified so that messages can be routed appropriately, based on the department that the caller requests.
If a dedicated phone number is required for a staff member (e.g. to have a different greeting than the main company line), then we can provision a phone number instead. Using our client portal to add and manage Contacts is easy. OfficeHQ can also configure dedicated logins, to give individual staff members access to manage their availability and message preferences.
If one of our clients asks a question are you able to answer it?
Yes. We are able to answer basic questions like directions to premises, fax number, web site, prices and other general questions. You can provide us with detailed call scripts and answers to FAQ’s to assist your callers prior to transferring calls to you or taking messages.
Are you able to make appointments for us?
Yes, we have a dedicated team of highly experienced receptionists who can make appointments for you. This service is ideal for professionals that depend on appointments being made and kept up to date while they are working with their clients. You can access the real-time on-line calendar from any internet connection.
Can you just take messages?
We are able to answer your call and explain that you are in a meeting or with a client, take a message and forward this message to you by email or SMS instantly.
Can I use the service for 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.
Can you transfer calls to a staff member?
Yes, we are able to transfer calls to any staff member on any phone (landline and mobiles) anywhere in the world. Our system can keep details of all staff members and their call answering preferences. These details can be updated at any time by accessing our on-line client portal.
Is there a contract or lengthy agreement?
OfficeHQ offer a month-to-month agreement, which can be cancelled by giving us at least three days’ notice prior to your monthly renewal date.
When can I start using it and how long does it take to set up?
Set up can take as little as a few minutes. Once set up, you can immediately direct or divert your calls to OfficeHQ and we will answer your calls to your specified requirements.
Can your receptionists answer the calls I am missing when I am on another call?
Yes, our receptionist will take any calls you are missing. You may be on another call or simply unable to answer the call because you are busy at the time. Our receptionists will take a detailed message and send to you instantly by email or SMS. Every call diverted to OfficeHQ will be answered – no matter what your circumstances are at the time of the call.
Are you able to answer only some of our calls?
Yes. This is referred to as call overflow. Many businesses only want the calls answered when they are unable to, for example if you step out of the office for an hour or so, if you’re on another call, at lunch, or simply because you have too many calls at one time. You can set up your diversion to us when the phone rings for more than a specified period, or if it is busy/engaged, and we will answer the phone as if we were in your office. Never miss that important call again!
How do I pay for the service?
Our billing system is fully automated. You can choose to pay by direct debit or credit card, using MasterCard, Visa or AMEX. All invoices are viewable in real time on our client portal. We will email your tax invoice each month.
Can I upgrade or downgrade my subscription?
Yes, you have the flexibility to upgrade or downgrade at any time to a more suitable subscription that meets your requirements and budget.