Frequently Asked Questions
Can I Change My Package At Any Time?
Yes! We are happy to shift and change your package as your business grows. There may be some training of the team required if you need a more in-depth service.
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
Can I Keep My Existing Number?
Yes. You simply set up a divert to a new number we provide and answer in your company name. All the calls to your existing number will come through to us.
Who Answers My Calls?
A highly trained in-house 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 Do I Receive My Messages?
All of your messages will be sent to you in real-time, so as soon as your caller hangs up, you will know they tried to get in touch. You decide whether you would like to receive your messages via email or SMS Text so you can stay up to date wherever you are.
How Secure Is Our 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. Most of our staff have been with us for 10+ years. We trust them implicitly to keep your calls confidential and well-managed.
How Does It Work?
Our service is simple. In short, we show you the easy step to divert your calls to the unique number we provide you. We answer the calls in your company name, as if we work for you. We then either send you a text, email or transfer the call as you prefer.
How Do I Divert My Phones?
If you are diverting your mobile or a BT phone line, here is a pdf of how to divert. If you have a VoIP or cloud based phone system, let’s chat. 0333 772 0692. There’s quite an array of how these systems work, so it’s best if we work it out together.
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 your calls are being answered correctly.
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!”
Factotum Ltd has been providing services since 2003 and is perfect for your call answering requirements. As part of our services our clients value...
- Our commitment to a partnership approach.
- The 'Full Call' ownership and management by each of our in-house call team professionals.
- Our commitment to service delivery – All of our team has either achieved or is working towards customer service/management NVQ’s.
- Our unique and fair pricing structure that includes a fixed monthly fee together with calls charged on an individual basis.
- Our Director level involvement and support.