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2-Week Free Trial
How do I set up my Free Trial?
Go to www.yourcallpartner.co.uk/officelifeline, click the “SIGN UP” button in the top right menu and complete the online form, ensuring you enter Promo Code 'OLL'
for your 2-week free trial.
How long does it take to set up?
It only takes a few minutes to enter your company and call answering details online, and the service should be live within 60 minutes. We will log your details onto our system and perform
the necessary line and email tests within 30 minutes, and send you a test email and text. An email with the number to use for diverting your calls and your Portal Login details will follow.
2 weeks (or £50) free calls, is that correct?
Yes. When you join we will give you £50 worth of free calls or 2 weeks free service, depending on which expires first.
Why must I add £25 call credit when I'm getting 2 weeks free?
We do this to prevent time wasters signing up and then never using the service. It takes a while to set each client up which has salary cost implications. It is very annoying when we invest the time and the client never even tries it out, and we have found this an effective filtering method. If you are dissatisfied with the service in any way, please let us know and we will refund your £25 credit immediately.
Telephone Options
What Routing Numbers do you issue?
We provide you with a 0161 number to divert your calls into our data
centre. We strongly recommend that you own your own Business Telephone
Number and do not advertise the number we issue – this way, should we
need to re-issue you a number for any reason, the change will not
affect your business.
I already have an advertised telephone number, will this work?
Yes we provide a DDI number to route your 08xx service or any other
telephone number to us, either for all calls or just on busy and no
reply, even your mobile phone. We issue 0161 numbers.
Can I use 0844 or 0845 numbers?
We recommend a trading partner www.yourfreenumber.co.uk which easily integrates with our 0161 routing number for a total call management and messaging solution.
Service Operation
What are the operating hours?
We operate 24/7 as standard. If you would like your calls go to
voicemail outside of normal working hours then you should use an 08
number to manage this. You can obtain a free 08 number from www.yourfreenumber.co.uk.
Who will be answering my calls?
You will be assigned to a small team of 4-5 people who
will primarily be responsible for your calls. If they are all busy your
call would overflow to another group, but typically the same people will be answering your calls. We find this much
better than anyone of 100+ handlers answering calls because it provides a
more intimate relationship. Your customers and suppliers will typically speak to the same people and we become an extension
of your team.
Can messages be sent to different people?
Yes. You can set up multiple contacts (i.e. accounts, sales, etc.).
Each one can have different forwarding and messaging instructions.
How does the Junk Call Filter work?
We have an optional filter that sends 'known' junk call or nuisance call offenders
direct to voicemail instead of a live handler. Answering thousands of
daily calls, we can easily identify the main companies responsible for
this type of activity (e.g. Switch Energy Providers, Indian Call
Centres, etc). You still receive the message as an MP3 email
attachment, but don't have the cost of the call.
What if I receive Fax Calls?
If a fax comes through on your main line we will transfer to our own fax server & forward to you by email.
How do I change my message settings?
You do this via the Online Message Centre. This is located at www.call-message.co.uk
. Passwords are provided at sign up and you can request reminders by
using the original email address used to sign up. You can change call
settings, message routing and view your financial information.
Do your offer call transfers?
Due to low use and high support costs we no longer offer call transfers
to mobiles or landlines (Dec 08). Call routing to a mobile can be
achieved using our partner site www.yourfreenumber.co.uk with our answering service as a back up if the call cannot be answered.
How robust is the service?
We have structured our business around Co-Location Data Centres so the
service will continue to operate should we lose services to our main
site. We have multiple servers to continue service in all but the most
extreme situations.
Service Charges
How much does the service cost?
We charge a flat rate 99p per call but you can buy call credit at up to 15% discount, providing call costs as low as 84p. Optional text messages cost 20p per message (up to 3 standard text messages long).
How much Call Credit do I buy?
This is purchased in blocks of £25, £50, £75, £100, £150 & £200 depending on your need. Discounts are available on each block, up to a maximum of 15%, providing the account is still in credit at the time of purchase. We operate a pre-pay service through our website and our system notifies the client when their credit balance is getting low.
Can this be used just for holiday cover?
Yes. This can be used for any short term cover, although we do charge an additional setup fee of £25, which covers the setup administration cost. Clients found attempting to use the Free Trial period for holiday cover will forfeit their initial £25 call credit. We do not charge a setup fee for our regular service because we recover the cost from ongoing revenue over time, which cannot be achieved on short term contact.
Is there a service minimum charge?
There are no fixed monthly fees. However, there is a minimum account turnover of £5.00 per service number. This covers our cost of providing a dedicated line to our data centre. Therefore, if you had spent £3.49p in call charges over the month you would pay a top up of £1.51 to cover the shortfall.
What are Non-Std Call Charges?
We charge (as advertised) for calls received, and a lower fee of
39p for non standard incomplete calls like answering message
recordings, caller didn't speak, etc. You can use our 'Junk
Filter' to avoid calls of this nature.
Will I be charged for Sales Calls?
We are happy to request any cold callers do not call again without
prior contact from you. We offer a TPS registering service to help stop
nuisance callers. We also have a unique "junk filter" which identifies
multiple offenders and sends them to voicemail instead of a live
handler. Voicemail is forwarded by email as an attached .MP3 file and
is free.
Are there any other charges I should know about?
Only the small charge your telephony provider will make a diverting your calls - please check the cost with your provider. We issue geographic 0161 numbers so you still benefit from low cost VOIP telephony services and you can use the free minutes on your mobile.
Contract Conditions
Is there any contract period?
No. You have the freedom to leave the service at any time. We're sure
that if we do a good job you will be happy to continue the relationship
over time.
What are the payment terms?
We operate a pre-pay service to avoid the costs associated with chasing
smaller users for money. Top up payments can be made through our
website and our system will notify you by email when funds are running
low.
Do I get a payment invoices?
An invoice is generated at the time of purchase of call credit. There
is an option to print the receipt but the system also sends email
confirmation. At other times you can log on to your account at
www.call-message.co.uk and view usage information and download call
details etc.
If I recommend Twitter friends, when do I get paid?
You will earn £10 for every client you recommend who subsequently signs
up and adds call credit to their account. This can be paid to your bank
or PayPal account and will be credited within 7 days.
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