Archives: FAQs

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

Why should I get a live call answering service?

At ReceptionHQ we make it easy to connect you with your customers by answering your calls when you aren’t available.

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 live person, 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 prioritize 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.

Utilizing ReceptionHQ’s answering services means you have an experienced and personable receptionist with exceptional customer service skills interacting with your callers, all while costing significantly less than a full-time receptionist.

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FAQs / Business Phone Numbers, Call Routing & Numbers

Do you offer toll-free numbers?

Yes, we can instantly add a toll-free number to your account, which gives you a national presence and allows 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 / Overflow Answering Services, Temporary Answering Services

Can email or text messages be sent to multiple recipients?

Yes, messages can be sent to multiple email addresses and cell phone 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 ReceptionHQ online client portal or mobile application at any time.

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FAQs / Overflow Answering Services, Virtual Reception Services

Can I sign-up for short-term call answering, for example 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 /

What is a warm call 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.

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FAQs / Virtual Reception Services

How do I know which plan size to choose?

If you start with the virtual reception 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 Answering Services, MessageExpress, Virtual Reception Free Trial, Virtual Reception Services

Do I receive a local telephone number with my subscription?

Yes, you receive an exclusive phone number for your business as part of your call answering package. You can either forward your existing phone calls to this number or advertise this number directly. You are also welcome to port your existing phone number to ReceptionHQ from another provider. If forwarding calls from another number, you can either forward all calls, or choose to have calls come to us when you’re busy or when there’s no answer.

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

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

You can get set up in a matter of minutes, using your preferred and distinct greeting. For a MessageExpress or ReceptionistPlus service, you can start using the service almost instantly. Simply create and activate 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 set up, you can immediately direct or divert your calls to ReceptionHQ and we will answer your calls to your specific requirements.

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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FAQs / After-Hours Answering Services, MessageExpress

What’s the difference between ReceptionistPlus and Message Express?

The MessageExpress service works best for those clients who just need messages taken for one person or team. The receptionist will answer with a greeting such as “Good morning, [your business name]. May I take your message please?” Messages can be instantly sent by email or SMS, however call transfers are not available on this service. On the MessageExpress service, receptionists are focused primarily on message taking, so are unable to provide general business information to callers.

The ReceptionistPlus service offers more flexibility and customisation so we can give the impression we are part of your business. It’s designed for those clients who would like to provide a more personal touch. When subscribing to the ReceptionistPlus service, you’ll receive a fully customized greeting, the ability to take different messages or make transfer calls to different people or departments in your organization, plus receptionists can answer basic questions about your business, such as the location, your website URL, what your business does and when calls might be returned.

Many of our clients appreciate the personal touch that comes with having our live receptionist service team answer every call with their preferred professional greeting. Custom greetings with your provided script helps provide a seamless callers experience. It’s also possible to have tailored on-hold messages which take the customer experience to the next level.

If you’re not sure which service is best for you, please speak to our friendly consultants or sign up for a free trial of our ReceptionistPlus service so you can test it out. Once you subscribe, you change between package types whenever it suits your business. No penalties apply.

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