Support centre
Telephone answering service: Frequently asked questions
Everything you need to know about our business call answering service before starting your free trial from pricing and setup to how we handle your calls day to day.
Trusted by UK businesses since 2001
UK
Based team
How quickly can I get set up?
Most accounts are live within 24 hours of your call-handling brief. There's no new hardware to install just a simple divert set up on your existing phone number.
Do I need to change my phone number?
No you keep your existing number. You simply set up a call diversion so that calls route to us according to the rules you choose (all calls, only when busy, only after hours, etc).
Is there a free trial?
Yes, every plan includes a 14-day free trial with no card required, so you can see exactly how your calls are handled before committing.
What information do you need from me to start?
Just your preferred greeting, answers to your most common caller questions, and how you'd like messages and urgent calls delivered to you.
How much does the service cost?
Pricing varies depending on the level of call handling and support your business requires. You can test our service completely free for 14 days, after which we will recommend the most cost-effective plan for you.
Are there any setup fees?
No there are no setup fees or hidden charges. You only pay your monthly plan fee.
What happens if I go over my call allowance?
We'll let you know if you're approaching your plan's limit and we will help you move to a higher tier. You'll never be cut off mid-month without warning.
Can I change my plan later?
Yes, you can upgrade or downgrade your plan at any time as your call volume changes.
Will calls be answered by UK-based staff?
Yes all of our receptionists are based in our UK office and fully trained before ever taking a live call.
Do you answer in my company's name?
Always, exactly as instructed. Callers hear your business name and greeting, never a generic "answering service" script.
Can you transfer urgent calls to me directly?
Yes, you set the rules for what counts as urgent and we'll transfer those calls to you live, following your instructions exactly.
How do I receive my messages?
By email, SMS, or app notification whichever you prefer, delivered the moment the call ends.
Can you book appointments directly into my calendar?
Yes, we work with most common diary and booking systems to confirm appointments live, during the call itself.
Can I get a number for a different UK area code?
Yes, we offer local numbers for over 100 UK area codes, as well as national (03) and 0800 freephone numbers.
Can I keep my virtual number if I switch providers or move office?
Yes, your virtual number is fully portable and stays with your business regardless of location or provider changes.
Can a virtual number be combined with an answering plan?
Yes this is our most popular option. Your virtual number routes directly into your Answerpoint answering plan.
Is there a minimum contract length?
No our service runs on a monthly rolling contract. Quarterly, 6-monthly, and annual packages are also available at a discount if you'd prefer to commit longer term.
Can I cancel at any time?
Yes, simply contact our team and we'll process your cancellation with no exit fees.
Can I pause my account temporarily?
Yes, if you have a quiet period (holiday, seasonal downtime), get in touch and we can pause your plan rather than cancel it outright.
Still have a question?
Our UK-based team is happy to talk through anything not covered here.