Telephone Answering Service
Professional telephone answering services from experts who create the right first impression.
A telephone answering service tailored to you
We’re not just your run-of-the-mill call answering service. We know that every business has its own unique requirements, so we fully adjust to them. It all starts with understanding why you need some help, so that we know exactly what you need from us. We can then focus our approach on what works best for your business.
From taking messages and transferring calls to the right people, to bespoke scripts that make us sound like part of the team, all the way through to diary management and appointment booking, we do everything we can to support you. And with the help of our easy-to-use app, you’ll have access to your messages at any time.
Our clients and partners
years of industry experience amongst our company’s employees
+ calls handled
of calls answered in 3 rings
The call handling staff offer a polite and professional answering service. I’d gladly recommend Face For Business!
Catch every lead or enquiry
It’s frustrating when any call is unanswered/missed, but particularly when it could have been a valuable lead. With our standard opening hours from 8am to 8pm weekdays and 9am to 5.30pm on Saturdays, missed calls can be a thing of the past.
Our virtual call handling professionals make sure that every enquiry is responded to, no matter how big or small, and with our call recording feature you can even listen back to make sure nothing is missed. Our PAs are extensively trained in how to spot the leads that matter, so you can have peace of mind when it comes to growing your business.
Get access to full call recordings
If you’re investing in a phone answering service for your business you want to know that your calls are being dealt with quickly and professionally every time.
That’s why we don’t just send you your messages and give you access to call stats. Through the Face For Business app you’ll also get access to the full recording of every call that comes through to your business for you to listen to and review.
This helps to make us fully accountable to you and if you don’t like what you hear, we’ll work with you to understand the issue and come up with a solution.
We’re fully committed to providing your business the best possible phone answering service, which is why we’ve achieved a customer satisfaction score of 98.9% after more than 2 million calls answered.
Try our telephone answering services for free
If you’re not sure how a telephone answering service would work in your business, or whether we’d be the right provider, try us free for 7 days with no obligation.
We know that trusting someone to come in and deal with your business’ calls is a big step.
It’s one you’ll want to get right.
That’s why we give you the chance to use our professional team of call handlers free for an entire week.
We’ll onboard you like we would any customer, then use the 7 days to understand the nuances of your business and demonstrate how a professional call answering service can not only improve your customer service, but help you grow your business.
And you won’t have to pay a penny.
At the end of your 7 days you can stay with us on a flexible contract, or end your trial and move on.
Fast. Professional. Personal.
Convenience is important in today’s world. Your customers want assistance right away, but when you’re at the helm of a busy business, you’re not always available to give them the service they need. Our call answering service makes it possible, all the time.
Based here in the UK, our team of experienced PAs and receptionists make it easy for you to delight and deliver for your customers, no matter the time or place. Whether it’s answering calls, processing orders, taking messages or assisting via live chat, we make sure you’re communicating well and always operating at your best.
We listen – and we mean really listen
We get a better understanding of how your business runs, so that we can act as an extension of it, with all of your high standards adhered to at every touchpoint. And with you able to provide feedback at any time through our app, we’re able to constantly develop and serve you better.
The result? Seamless, efficient operations at your end, a frictionless and memorable customer experience at theirs.
It’s the personal touch your customers will remember.
What is the cost of missed calls
As a business you might not think it’s such a big deal if you miss one call. If a customer wants to buy something from you or use your services, they’ll just leave a message or call you back later, right?
In fact, according to research by BT, it’s highly unlikely. According to their research, 85% of people will only call a business once and won’t call back later if that first call isn’t answered. Three quarters of potential customers won’t even leave a voicemail.
While that might seem a bit shocking, is it really that surprising? As a customer, if one company doesn’t answer the phone, it’s so much easier to just return to Google and call the next business on the list – rather than leaving a voicemail and hoping you get a call back at some point. And this is proving costly for businesses. Businesses lose around £1,200 for every missed call, according to BT Business’ research. It’s estimated that in total, UK SMEs lose about £90m due to missed calls.
It doesn’t matter if it’s telephone answering for accountancy firms or call management for opticians the consequences of missing calls are the same.
What is a telephone answering service?
A telephone answering service is a dedicated, professional service that guarantees all your incoming calls are dealt with properly. Using a team of outsourced, remote receptionists, all your calls can be answered as they would be if you answered the phone yourself, or as if you had a professional front of house at your office.
This isn’t a call centre style set up.
Telephone answering services work as an extension of your business. You know who your receptionists are and you’ll spend time with them during the initial set up to ensure they understand how you want each call, and different types of calls, to be dealt with.
Your PAs can deal with incoming calls, take messages and transfer calls to you or your team. Some telephone answering services also offer additional support like diary management.
The only difference is, they work remotely.
Telephone answering service vs ‘traditional’ receptionists
A professional telephone answering service is a great alternative to a traditional receptionist.
While they carry out the same job function, a call answering company is actually a lot more cost effective than a traditional receptionist behind a desk.
Having a full-time receptionist can easily cost you between £18,000 – £30,000 a year in basic salary. If you want a receptionist with experience in a specific sector, or are London based, salary costs can be even higher.
But the salary is just the start. On top of that you’ve also got holiday and sick pay, tax and pension contributions.
Plus the admin of taking on employees.
And even if you do hire someone, they can only deal with one call at a time, and you lose your call answering every time they get up to make a drink, go on lunch, or nip to the loo.
Yet you’re still paying the salary.
You’re also paying a fixed salary regardless of how busy you are. With a telephone answering service you get a team of PAs who are available to answer your calls for you.
At Face For Business for example you’ll usually have a team of up to six PAs to deal with call handling led by a lead PA. Whenever one PA isn’t available, the other steps in.
That way you’ve always got a resource available to answer your calls. Plus, you’ll only pay for the services you use, whether that’s by volume of calls or time spent on the phone.
What calls can my telephone answering service deal with?
If you hire the right phone answering service, they should be able to deal with as many calls as you need them to.
You might need a service that can handle every call you get.
Maybe it’s just to handle some overflow calls that you can’t get around too.
Or maybe you just need extra assistance during peak periods or seasonal increases in demand.
What you want is a service that’s able to just deal with the calls you need them to without being too costly, but with the flexibility built in that your service can take on more or less later on as your needs change.
By the way, that’s exactly the kind of model we operate at Face For Business. You can bring us in to deal with whatever calls you need help with initially, but we’re more than happy to work around your capacity and take on more or less as and when you need.
Why not get in touch and let’s see how we can help you.
How do you manage communication with your answering service?
If you choose Face For Business to help with your call answering, you can handle all your messages with us and access all your call recordings through your dedicated client portal on our app.
You’ll also have access to an online portal where you can view your account, look at your call history and assess changes in requirements as well as access your recordings.
Not all telephone answering services provide this though, and you might end up with a supplier who simply emails you messages that could easily get lost in the spam you receive.
When you’re hiring a call answering service, you’ll want to know the communication they have with you is as smooth as the communication they have with your customers, so make sure you ask about it up front.
How much does your telephone answering service cost?
Our prices start at £45 a month for our message only call answering service with prices increasing depending on the amount of messages sent in that month.
If you’re wanting us to take and transfer calls or would like more information than a brief message on the call, our inclusive minutes packages might suit you better.
These plans start at £89 for 50 mins of call answering a month, raising depending on the minutes used in that month.
All our plans for message taking, call transfers and lead generation can be tailored to your needs.
All bills are optimised every month, so if you have a quieter month or your business is seasonal we will work with you on the right package and ensure you are only paying for the package required that month.
Find out more information about how much a call answering service costs here.
Can I change my package at any time?
We understand that sometimes you might not be as busy as you thought you’d be, or are seeing an unexpected influx of new calls.
We always optimise your account depending on your usage. If you use our service less in one month we place you on the package required, likewise if you use more we move you up a package.
All this means that without even thinking you are getting the best value for money.
What happens to my messages after you’ve taken them?
All of your messages will be automatically forwarded to the relevant person via their preferred method, whether that’s email, text or through our dedicated customer portal.
Messages are stored in your client portal so you can refer back to them later or find them if you accidentally delete a message we’ve forwarded to you.
You’ll also get access to every call recording that is dealt with by your PAs so you can review how each is being handled and request changes if you’re not satisfied with something.
How long will my contract last?
Our standard telephone answering contracts are offered on a 60 day rolling period after your free trial is over. You can alter your contract at any time if you contact us before that month’s invoice.
What happens if more than one customer calls at once and my PA is on the phone?
When you sign up for Face For Business’ telephone answering service you’ll be assigned a team of professional PAs – this is typically made up of three PAs and your account lead.
If one of your PAs is busy on a call when another comes in, the other members of your call answering team will be able to step in.
Will you answer all my calls?
That depends on what you’d prefer us to do. When you sign up to our telephone answering service you can let us know whether you want us to deal with all your business’ incoming calls, or just to help with any overflow that you’re struggling to deal with.
We can set up automatic diversions for any calls you want us to handle, for example when your phone is engaged or if the call isn’t answered within a particular time.
How will your PAs work with my team?
During your onboarding we’ll collect the contact names and numbers of all the relevant employees that we’ll be working with so we have their information to hand for forwarding calls and messages quickly.
You can set out how you’d prefer us to deal with calls and the notifications for each team member as to whether they’d prefer notifications or messages via text, email or through our dedicated client portal.
If we’re handling diary management, we’ll sync your teams’ diaries with our own system so we have visibility over their availability for meetings and can automatically book appointments around the times they’re available.
How do I know you’re dealing with my calls properly?
Unlike other telephone answering services, we give you access to the complete call recordings of every call we answer.
That way you can review exactly how your virtual assistants are dealing with your business’ incoming calls and request changes if you’re not happy with anything.
All calls are forwarded directly to you to access whenever you want.
Do they provide you with full call recordings?
Your telephone answering service might promise you the best call answering in the world, but how do you know they’re providing it? As well as providing you with your messages, your answering service should also be able to provide you with the complete call recordings of every conversation they have.
This way you can listen back and hear exactly how your PAs are dealing with calls and request any changes. At Face For Business for example we provide all your call recordings through your dedicated client app. Not every telephone answering service provides this service though, so make sure you ask.
What training do your call handlers get?
Are the PAs dealing with your calls fully training receptionists with knowledge of your business and what you do?
Or are they simply given a phone and a script and set to work answering important calls without any real idea of what your business is about?
This training should go beyond simply how to answer the phone and take a detailed message.
Sometimes your PA might have a call they’re not prepared for.
If they get flustered and stumble, it’s not going to paint your business in the best light.
Ask what training your team gets and also whether it’s a basic ‘introductory’ training when they first start or if it’s ongoing.
For the record, all of our PAs go through a rigorous 13 weeks training program including basic call handling, followed by three stages of calls until they’re able to confidently deal with any type of caller.
This is followed by ongoing training as they continue working with us.
How flexible or scalable is the service?
You’re hiring a telephone answering service to take on the calls you can’t manage on your own, but your level of calls likely won’t be the same year round.
This means your requirements for a call answering service will likely change year round too.
Although you might sign a contract with a telephone answering provider, you should look for a service that’s flexible and can scale in line with what your business needs – without causing disruption to the service or incurring penalties.
Outsourcing call answering service vs hiring in-house
With most telephone answering services you pay based on the call volume or time spent on calls.
Even if your business deals with hundreds of calls, this price still works out significantly cheaper than the £30,000 a year you could end up spending on a full-time receptionist.
You’ll also likely have a range of options and prices to choose from with a telephone answering service so you can build your service around your budget.
Read our latest blogs
A quick guide to writing a great call answering script
When using a telephone answering service to deal with your business’ phone calls it’s important to find a balance between…
Strategically Outsourcing to Maximise Efficiency and Productivity
Nearly a third (30%) of businesses in the UK are planning to outsource more of their resources and processes in…
Missing calls in your business? What are your options?
Missing a single phone call costs businesses on average £1,200 per call according to research by BT Business. That’s a…