KEEP THE FOCUS ON
**Telephone Answering In A Crisis**
‘Crisis Ready or Crisis Chaos?’ Be it 2-14 day staff isolation periods, lock downs, closures or weather, fire, systems failure or power outage, what happens in your office or reception when there is a staff shortage or a major incident that demands your attention or sends the phones into meltdown? Subscribe to a call management package today and whether we take the calls or not, you will at least be crisis ready!
Our call diary service team has been supporting businesses since 2003. Patients checking in and out, calls ringing in to confirm or cancel appointments and, bless her, Mrs. Brown can’t find the parking for your practice. Clinics have a frenetic energy that can overwhelm even the best practice manager, so you need to make every moment matter. Ease the stress of your busy practice with Virtual Clinic Reception and watch your client retention soar.
If you do not need CRM and Diary management services then our standard Telephone Answering service is ideal for you.
- One off set up fee from £50
- Calls charged at 1.8p per second
- Mon-Fri 8.30am-5.30pm*
- *Out Of Hours Option
- Message taking service only
- Mon-Fri 5.30pm-8pm+
- Sat-Sun 9am-5pm
- One off set up fee from £150
- £25 per month
- Call charge 2.5p per second
About Our Clinic Diary Reception Service
- Answer in practice name
- Patient data updates
- Unlimited staff profiles and updates to company profile
- Relay pertinent practice information (ie, pricing, treatments, directions, etc)
- Manage appointments via your online portal for diary bookings and/or secure online payments
- Relay message via email or SMS (additional 10p per SMS)
- Call transfers to any UK based landline or mobile for 15p per announcement PLUS BT rate
Call Answering for Clinics
Call us 0333 772 0692
or Request a Call Back
Clinic diary service carry a minimum three month contract, after which time we require a month’s notice to terminate.
All prices listed are exclusive of VAT and are subject to change.
*Diary clients may incur an additional one-off training fee based on the difficulty level of diary setup and training.
Businesses with call volumes of 75 or more per month may be eligible for reduced per call rates. Please contact us for an individual quote.
“Factotum has become part of my clinical team. They are a vital part of the way I run my practice.”
David Hallam, Active Chiropractic
Here’s how it works:
1. A member of our call answering team will either speak with you over the phone or meet in person to go over the ins and outs of your business. Everything from staff details to the colour of your front door.
2. We use this information to create a personalised profile then go over the brief process of how to divert your phones.
3. We test all your specified message sending options and transfer lines.
If your clinic needs more than simple message taking and transfers, that’s our specialty! Here are just some of the additional services we provide to our current clinic reception clients
Patient data updates
Processing of payments via your secure online terminal
Real time diary bookings with Cliniko, PPS, MyOffice, or a diary of your choice
Giving instructions and directions for appointments
Advise of treatments available by the practitioner
“The Factotum team take care of my clinic bookings, allowing me to see more clients. They relay messages to me minutes after a call is taken, in a clear and concise manner.”
Jane Eastoe, Naturality Wellness
“I receive many compliments about the reception team from my patients, who had no idea they were dealing with an external agency.”
Dr Steven Aronson McTimoney, Chiropractor
Frequently Asked Questions
Can I Change My Package At Any Time?
Yep! There may be some training of the team required if you need a more in-depth service, but we are happy to shift and change as your business grows.
What Methods Of Payment Are Accepted?
Direct Debits are preferred, but we also accept one off credit card payments for short term clients and BACS
Who Answers My Calls?
A highly trained team based in Cambridgeshire does all the call answering and diary management. Feel free to pop ’round for a cuppa’ and meet the team if you’re in the area!
How Does It Work?
Virtual Reception is simple. In short, you ask your phone provider to send calls to us on your designated divert number, then we answer as if we work for you. From there we can send texts, emails, or transfer calls as you need. Easy-peasy.
How Secure Is Our Client/Patient Information?
Factotum prides itself on being 100% PCI compliant. This means all our call handlers keep their handbags and mobiles in a locker outside of the main office, and most of our staff have been with us for 10+ years. We trust them implicitly to keep your calls confidential and well-managed.
What Kind Of Tech Are We Working With?
Within our contact centre we do not rely on third party voice over IP (VoIP) systems. We have installed our own dedicated telephone system utilising PSTN services. This means that when we talk to your customers we don’t sound like we’re using two tins and a piece of string!
We don’t rely on inferior broadband either. We have also installed a dedicated fibre optic data circuit. This circuit is not shared with most of the local town; in fact it’s not shared with anyone. And BT guarantees 99.9% uptime on the line. This means that if we do access your CRM or database we won’t be continually losing connection and asking your customers to “Please hold the line sir!”
We believe that Factotum Ltd is perfect for you call answering requirements, but here’s why you should believe in us too:
- Our commitment to a partnership approach.
- Full call ownership and management by Factotum Ltd advisors for all incoming and outgoing calls.
- Our commitment to service delivery – All of our team has either achieved or is working towards customer service/management NVQ’s.
- A unique and fair pricing structure that includes a fixed monthly fee together with calls charged on an individual basis.
- Director level involvement and support.
How do I receive my messages?
All your messages will be sent to you in real-time, so as soon as your caller hangs up, you know they tried to get in touch. You decide whether you would like to receive your messages via email or SMS so you can stay up to date wherever you are.
My calls are complicated. How can I be sure you’re taking the right information?
We talk with you about what you need to get out of each call and will build you a bespoke script based on the information you give us. You can make as many changes as you need to your script to make sure we get it right.
Can I keep my existing number?
Yes. You simply set up a divert to a new number we provide you with and all the calls to your existing number will come through to us.