Archives: FAQs

Can we use your services to manage calls just during Self Assessment season or other busy periods?

Yes. Our services are flexible and there’s no long-term contract, so you can scale up (or down) as you need to. You can use ReceptionHQ temporarily to answer all your calls when your team is under pressure, including the run-up to the 31 January Self Assessment deadline, tax year end, seasonal peaks or staff absences. Or you may prefer to choose overflow call answering year-round, so that ReceptionHQ answers only the calls your in-house team is unable to answer. Calls are handled according to your instructions, with messages and relevant details sent to your team for follow-up.

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Can you schedule client consultations and appointments?

Depending on your scheduling tool, if you choose a MyDiary plan, we can book appointments according to your instructions. Alternatively, we can capture appointment requests and pass them to the relevant team member for confirmation. This can help reduce interruptions while advisers, accountants or other staff are meeting clients or working on time-sensitive tasks.

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Can you qualify new client enquiries before passing them to our team?

Yes. Depending on your plan, we can follow your approved call script to collect relevant information, such as the caller’s contact details, the service they’re interested in and other details your team needs to assess the enquiry. This helps you prioritise follow-ups and direct callers to the appropriate person without requiring your team to answer every initial enquiry.

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Can you take urgent maintenance calls or out-of-hours property enquiries?

Yes. Depending on your plan, we can follow escalation instructions to identify urgent maintenance requests or other priority enquiries, then contact the nominated person where required. Out-of-hours answering, including weekends and bank holidays, is included as standard on ReceptionHQ plans, so callers have a point of contact outside normal office hours. Your agency determines what qualifies as urgent and how each type of call should be handled.

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How can a virtual receptionist help my financial services business?

Whether you’re meeting clients, crunching numbers, preparing reports or working through a busy period, answering every call can be difficult. ReceptionHQ’s receptionists can answer in your business name, capture client and prospect enquiries, take messages and, depending on your plan, transfer selected calls according to your instructions. This helps you maintain a professional caller experience while giving your team more time to focus on client work.

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Can you book viewings and valuations for our agents?

Yes, if you choose a MyDiary plan, we can arrange appointments according to your instructions. Alternatively, we can capture viewing and valuation requests and pass them to the relevant agent for confirmation.

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Can you handle buyer, seller, landlord and tenant enquiries differently?

Yes. Depending on your plan, we can follow your agency’s receptionist instructions or customised scripts to distinguish between buyer enquiries, prospective sellers, landlords, tenants and other property-related calls, then handle each as you’d like. For example, our receptionists can attempt call transfers for prospective sellers and/or current clients but take a message for buyer enquiries, if that’s your preference.

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How can a virtual receptionist help my estate or letting agency?

Estate and letting agents are often out at viewings and valuations, meeting landlords or negotiating offers when the phone rings. ReceptionHQ’s receptionists can answer calls in your agency’s name, identify the reason for the enquiry, capture contact details and pass messages to the right team member. This helps you stay focused on clients while keeping buyer, seller, landlord and tenant enquiries moving.

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How do you handle confidential or sensitive legal enquiries?

We can follow your firm’s instructions about the information receptionists should collect and, depending on your plan, how calls should be routed and when an enquiry should be escalated. You can keep initial intake focused on the information needed to direct the enquiry, rather than asking callers to disclose unnecessary details.

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