FAQ Centre

What we think you'd like to know. Anything more just ask!??

» How long have you been in business?
» What training do you give your team?
» How am I assured of confidentiality?
» Will you issue me with a new telephone number?
» How do I divert calls?
» Can I decide when I divert my calls through to you?
» What if I get more than one call at a time?
» How do I receive my messages?
» Is there a limit to the number of contacts we have within the call escalation procedure?
» What if the process is not fulfilled upon reaching the last contact in the escalation list?
» How reliable is the call escalation procedure
» What are your Terms of Service?
» How can you help individuals working from home?
» How can you help small businesses?
» How can you help large Companies?
» Does it cost any extra for the 24/7 service?
» Will I be charged for wrong numbers or hoax calls?
» Is it difficult to set up the free trial?

The Company

How long have you been in business?
We have been in the call answering business since 1988 and have consistently delivered the highest level of cost-effective support to businesses of any type; large, small or sole traders.
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The Team

What training do you give your team?
We understand and respect the critical importance of training. New members of the team are carefully selected during the recruitment process and given a rigorous intensive training course. The trainee is only introduced into Operations upon successful completion of the course and under close supervision.
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How am I assured of confidentiality?
All our staff are required to sign a legally binding Confidentiality Agreement from the outset.
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Will you issue me with a new telephone number?
Yes. You can either publicise this either in addition to, or instead of your existing number, dependent upon your particular requirements. The choice is yours.
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The Service

How do I divert calls?
This is controlled by you through your telephone handset or mobile.
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Can I decide when I divert my calls through to you?
You have total control over when your calls are diverted to us. That can be all the time; when you’re just too busy; when you can’t answer them quickly or when you're engaged. It’s entirely up to you.
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What if I get more than one call at a time?
By setting up your divert (even if you only have one line) all overflow calls will also be answered by us, rather than hearing an engaged tone. If we are already dealing with a caller for you and additional calls come through, they are automatically routed through to the next available Operator within the team. All Operators within myPAlive! have networked, internet enabled computers, instantly and automatically displaying your details and the required manner of handling that call.
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How do I receive my messages?
This is up to you. We can relay them by sms; email; fax; telephone, pager or you can collect them when you choose. You can also receive optional daily or weekly summary reports on the Reception STANDARD, Reception PLUS and Reception SPECIALIST plans, detailing each call processed.
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Is there a limit to the number of contacts we have within the call escalation procedure?
No, you can have as many as you like.
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What if the process is not fulfilled upon reaching the last contact in the escalation list?
The escalation procedure starts again. Alternatively, you can provide us with a senior Management contact who will be notified of the issue.
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How reliable is the call escalation procedure?
The reliability of the escalation procedure depends entirely upon the accuracy of the information provided by you and input into the system. .
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What are your Terms of Service?
In respect of Reception STANDARD; PLUS and SPECIALIST, our terms are month to month, requiring a month’s notice to terminate. The comprehensive Reception RESPONSE has a choice of 6, 12 or 18 month contract terms.
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The Benefits

How can you help individuals working from home?
We can take all your calls or just when you need us to. Your calls can easily be diverted from your home office or study at the touch of a few buttons, without having to tell us each time. We will enhance your image by answering your calls quickly, in a professional manner and in your business name. We follow your specific requirements as to the precise welcome your callers receive and exactly what information you want in your relayed messages. As a result, you can manage your time, go off-site or take a break confident in the knowledge all your calls are being answered, never missing a business opportunity.
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How can you help small businesses?
Our flexible plans allow for any eventuality that may arise whilst you are managing your business. If you have a member of staff responsible for telephone calls but need them elsewhere temporarily, simply divert to myPAlive! - without the need to tell us each time. If you have decide to restructure long-term, you can re-assign reception staff and replace them with myPAlive! in a cost-effective, professional manner.
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How can you help large Companies?
If you have an established team answering calls there are a number of ways we can support you. We can manage overflow calls during high-volume call periods or simply when staff are on holiday or sick. With the benefit of our 24/7 operation.
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The Cost

Does it cost any extra for the 24/7 service?
No. Nor do we out-source calls received out of normal office hours. All calls are handled by us in our premises, just as during the day.
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Will I be charged for wrong numbers or hoax calls?
No.
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Is it difficult to set up the free trial?
Not at all. Our Account Manager will talk you through the simple set up process and at the end of the trial period provide you with a report of the calls handled for you enabling us to recommend the best plan should you wish to continue. If, at the end of the trial period you decide not to proceed, you un-divert your calls. Simply either contact us or submit the online application form. We’ll do the rest.
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