Frequently Asked Questions

How to Divert your calls to Factotum?

To divert your calls to Factotum, simply follow the instructions below and dial the appropriate numbers / keys into your Handset.

  • To divert when ENGAGED dial:
    *67* (your factotum divert number) #
    To cancel dial #67#
    Note: *67* can be left on permanently to ensure that a caller never receives an engaged tone.
  • To divert calls UNANSWERED after 15 seconds dial:
    *61* (your factotum divert number) #
    To cancel dial #61#
    Note: *61* can be left on permanently to ensure that calls are divert in unanswered for 11 rings.
  • To divert ALL calls dial:
    *21* (your factotum divert number) #
    To cancel dial #21#
    Note: *21* overrides *67* & *61*, however when it is cancelled *67* & *61* remain active.

Remember, you can divert any phone (landline OR mobile) to Factotum.

Why Choose Factotum for My Telephone Answering Service?

Factotum Ltd has been providing a Telephone Answering Service 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.

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!”

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.

How Does A Telephone Answering Service Work?

Our Telephone Answering 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 Secure Is My Client 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 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.

Who Answers My Calls?

A highly trained Telephone Answering Service 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!

Can I Keep My Existing Number With A Telephone Answering Service?

Yes you can keep your existing telephone number. 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.

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 Change My Telephone Answering Service Package At Any Time?

Yes! We are happy to shift and change your Telephone Answering Service as your business grows. There may be some training of the team required if you need a more in-depth service.