Frequently Asked Questions about our Telephone Answering Service
IS THERE A SETUP CHARGE? +
No, at FFB we believe in being fully transparent with our pricing, which is why there is no setup fee. Please call us on 0333 323 1007 to find out more about our pricing packages.
IS THERE A LINE ACTIVATION FEE? +
No, FFB does not charge for line activation with our service.
CAN YOU PROVIDE A TELEPHONE NUMBER? +
Yes, we can provide you with a range of geographic and non-geographic numbers to suit your business.
HOW CAN WE ASSESS IF YOUR SERVICE IS RIGHT FOR OUR BUSINESS? +
By taking advantage of our FREE 7-day free trial with no obligation, you will be able to understand how our service works and determine the most appropriate package for your business.
WHAT ARE THE HOURS OF COVER? +
Monday to Friday 8.00am to 8.00pm
Saturday 9.00am to 5.30pm.
WHAT HAPPENS OUT OF HOURS? +
For out of hours we have a range of options available. We can set up a voicemail facility to capture all of your messages and email the recorded message in a WAV file to your email address. We can also send you your messages by SMS, or alternately we can setup an automated greeting, with call transfer options to accommodate 24/7 businesses.
WHAT IS THE CONTRACT PERIOD? +
At FFB, we understand our clients do not want to be tied to long term contracts, which is why we only offer a 60 day contract period after the trial.
WHAT TYPES OF PACKAGES DO YOU OFFER? +
FFB offers a broad range of packages to suit our customers' needs. We can either answer some of your calls, or all of your calls. FFB provides both ‘messages only’ and ‘All-in’ packages, whereby we can take messages or transfer calls to your landline or mobile.
HOW MUCH DO YOU CHARGE TO TRANSFER TO A LANDLINE? +
At FFB we do not charge our clients for transferring calls to a UK landline, or 0845 / 0870 numbers. This will enable you to take full advantage of our services at no extra cost.
HOW MUCH DO YOU CHARGE TO TRANSFER TO A MOBILE? +
With FFB, to divert a call to a UK mobile only costs 10 pence per minute. Also, at FFB we offer per second billing, which is ideal for keeping your costs to a minimum.
HOW MUCH DO YOU CHARGE TO SEND AN SMS? +
FFB will deliver SMS messages free of charge, which is part of our commitment to be fully transparent with pricing.
HOW DOES FFB KNOW WHO THE CALL IS FOR? +
We will give you a ’divert’ number that is unique to your business. Any calls received on that line will 'pop' your screen and the call will be answered in your company name.
HOW DO I DIVERT MY CALLS TO FACE FOR BUSINESS? +
To transfer your calls to FFB you will use either the standard features from your telephone provider or through your phone system. We will be happy to assist you in this process.
CAN I DIVERT CALLS FROM DIFFERENT LOCATIONS TO MY FFB NUMBER? +
Yes, you can divert as many locations as you like to the same FFB number.
DOES DIVERTING OUR CALLS TO FFB MEAN WE CANNOT ANSWER ANY OF THEM? +
As you are in complete control of your divert facility it is entirely up to you. This functionality gives you the flexibility to choose whether to divert either your engaged or unanswered calls to FFB, or you may prefer to divert all calls to FFB.
HOW CAN I ENSURE THAT ALL OF MY CALL DETAILS ARE CAPTURED? +
For your own peace of mind every call that FFB answers on your behalf is recorded and you can listen to your calls at any time and from anywhere, via your online portal. This will also allow you to track the quality of our call handling and give regular feedback.
HOW DO I KEEP MY FFB DEDICATED PA UP TO DATE WITH MY AVAILABILITY? +
You can update your Dedicated PA by logging on to the FFB portal and updating your schedule status. This will enable your PA to track your whereabouts throughout the day. Alternatively, you can call the office and speak to your PA, or her team, to confirm your whereabouts.
WHAT HAPPENS IF OUR DEDICATED FFB PA IS ON THE PHONE WHEN ONE OF OUR CALLS COMES IN? +
Your call is passed to a pool of PAs, who will have complete access to all of your information prior to answering the call, ensuring a seamless service for your callers.
WHAT HAPPENS IF OUR DEDICATED PA IS ON HOLIDAY OR ABSENT FROM WORK DUE TO SICKNESS? +
Your dedicated PA is supported by a team of highly skilled PAs who will each have complete access to your account information and will be able to answer your calls consistently, with the utmost professionalism.
CAN FFB SEND MESSAGES TO MORE THAN ONE PERSON? +
Yes, we can forward your messages via Email or SMS to multiple users in your business.
WHAT HAPPENS IF THERE IS A FAULT WITH YOUR CALL MANAGEMENT LINES? +
At FFB we have 2 business sites that are linked together for resilience purposes. In the event of any downtime, we can re-route your call traffic from one side to another in order to maintain service levels.
WHEN AND HOW AM I INVOICED? +
You will be invoiced monthly by FFB and have a choice between direct debit or credit card, giving you the flexibility to choose the best method for your business.
CAN I CHANGE MY MONTHLY PACKAGE TO ACCOMMODATE THE BUSY OR QUIET TIMES OF YEAR? +
Yes, you can change to a different FFB package. All you need to do is inform FFB prior to the sending out of your next invoice and we will happily make this change for you.
Got a Question for Us?
We have attempted to answer those questions typically raised by our clients. Please don't hesitate to contact us with any additional questions about the services we provide.