Question 1

Do I need to change my phone number?

Accepted Answer

No. Your existing number stays exactly as it is. We use call forwarding rules on your current line, so the number on your website and advertising never changes. You can cancel the forwarding at any time and your number behaves as before.

Question 2

How quickly can after-hours answering start?

Accepted Answer

Most setups are live within three to five working days. That covers writing the script, agreeing escalation rules, and running a test. Urgent setups can be arranged faster if you have an immediate need.

Question 3

What happens with a genuine emergency at 2am?

Accepted Answer

You decide the rule. We can capture the details and email them for the morning, or patch the call straight through to an on-call mobile. Many trades clients use a threshold: genuine emergencies go through immediately, everything else is booked for the next working day.

Question 4

Can you handle overflow only during busy periods?

Accepted Answer

Yes. Overflow and after-hours are configured separately, so you can use one without the other. Some clients take overflow only during their busiest season and handle their own calls for the rest of the year.

Question 5

How do I know what calls came in?

Accepted Answer

Every call is logged with the caller's details, the time, the outcome, and a recording where permitted. You receive the log by email, and it can feed into your CRM if you use one.

Question 6

Do you charge per call or a flat monthly rate?

Accepted Answer

Pricing is based on expected call volume and the hours you need covered. We quote a flat monthly figure once we understand your volumes, so there are no surprise per-call charges in a busy month.