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Here at Answer4u we understand that trusting your business calls to a third party organisation can feel like a huge leap of faith.

Answer4u’s reputation as the UK’s leading Telephone Answering Service certainly didn’t happen overnight. Our journey started many years ago and the quality of service principles we set out from day one have been meticulously maintained throughout the continuous growth of our business.

Our happy clients include

Case study: Just CashFlow

New customer service solution helps finance company make a great first impression

Working with a Nottingham-based telephone answering company has helped a business lender to break free from offering ‘stereotypical’ customer service.

Just Cashflow Plc is a specialist lender working with new and growing UK businesses to offer a viable alternative to a bank overdraft or business loan. A highly experienced board of directors working in partnership with their senior management team has successfully helped start, grow and develop many businesses over a number of years.

The company was initially looking for a ‘front of house’ virtual reception for their customers, but it soon became clear that they could reap rewards by using Answer4u’s wider call handling and customer service expertise. And it wasn’t long before the Just Cashflow team started to see the benefits.

Director John Davies said the new solution means callers to the company’s helpline are not left ‘hanging on the line’.

“We are all aware that first time callers to any company can pre-judge how the rest of the offered services will be delivered if they receive an initial poor customer service experience,” he said. “The stereotypical line of ‘your call is important to us’ whilst keeping clients hanging on for what seems like a lifetime is not what we wanted the first impression of our company to be. Answer4u have put the solutions in place to make sure this never happens.”

Finding the answer

Getting those solutions implemented began during kick-off consultation conversations held between the Just Cashflow and Answer4u teams, which allowed challenges faced by the business finance company to be identified and fed into the process.

A dedicated Answer4u account manager was assigned as part of the new relationship and from there a plan of action was drawn up to help deliver the new customer service programme.

Just Cashflow specialises in providing UK businesses with finance options, so it was clear that many of the incoming calls would be from new customers looking to apply for one of its funding products. The company also explained that new callers might be looking for answers to common FAQs.

Answer4u’s experts realised that other calls may need different scripts and procedures and that the new programme should align with Just Cashflow’s existing internal systems to help capture and log enquiries.

Working so closely alongside the client meant Answer4u could quickly understand what needed to be done and provide a bespoke service which ticks all the customer service boxes.

Expert support

Answer4u’s professional call handlers set about providing expert support for Just Cashflow.

A defined question and answer script was put in place for operators who would ask pre-qualifying questions before accurately capturing and logging caller information on a dedicated website, allowing advisory teams from Just Cashflow to get back in touch to follow up.

Once all the details had been captured the operator would provide the caller with the details about their enquiry and advise them of the next stages of the process.

Just Cashflow’s experience also revealed that new callers would not always want to provide details without first getting answers to certain questions. So, full answers to common FAQs were included as part of the script, meaning callers were instantly reassured and felt comfortable giving out further details.

Answer4u also ensured that calls which fell outside predicted conversations could be simply redirected to internal contacts, thereby helping the caller get the information they required.

Naturally, all scripts and details of the programme were shared with, and approved by, Just Cashflow ahead of launch, so that tests, tweaks and amends could be made to keep the service running smoothly.

Quality assurance and monitoring

While getting ‘front of house’ spot on is obviously key for businesses, any new processes needs to be audited and monitored to allow quality to be measured and areas for improvement identified. Answer4u places great emphasis on getting efficient, ‘behind the scenes’ programmes and audit trails in place – something that was a key requirement for Just Cashflow.

Answer4u has real experience in building and delivering solutions to exact client requirements, and details of each call received post programme launch are captured before being sent on to the client. Full recordings of calls are also made using the Answer4u e-Monitor platform, so a complete audit trail is always on tap.

Monitoring the service solution is also important for quality assurance, and Answer4u’s hands-on approach helps to deliver the service clients need and the accurate information callers require.

The Answer4u dedicated account manager goes as far as actively listening in to and monitoring calls to check data is being captured, stored and passed on correctly.

It’s a two-way street, too. Operators feed back their own thoughts on scripts and caller experiences – all part of the continued drive for constant improvement while reducing costs.

Reaping the rewards

Just Cashflow came to Answer4u looking for a telephone answering service but is now reaping the benefits of a more integrated, flexible, cost effective and scalable resource. It’s added value, something which John Davies very much appreciates.

“Having an efficient, professional and ‘always-on’ front of house solution is imperative for dealing with our new enquiries,” he said. “Answer4u has consistently delivered a first-class response and has further developed the account with us as callers’ requirements became more diverse. We have no hesitation in recommending them.”

Case study: Lok'nStore

Bespoke answering service helps realise efficiency savings and improve customer service

A self-storage solutions provider in the south of England has improved customer service levels, made tangible efficiency savings and enabled point-of-contact payments by taking advantage of a bespoke offering from Answer4u, the UK’s leading telephone answering service.

As well as being customised to meet Lok’nStore’s specific demands and maintain the impeccable customer service levels that its customers expect, the implemented solution from Answer4u also enables the Lok’nStore team to make changes to scripts quickly and efficiently without the need for external involvement. This added feature ensures that individual scripts for the company’s 27 stores always reflect new pricing information and other location-specific details.

While Lok’nStore has been impressed with the entire service provided by Answer4u, its previous experiences with telephone answering services left a lot to be desired. Established in 1995, the company had trialled several different call handling services before finding Answer4u, with none living up to its expectations.

In 2009, Answer4u was recommended to Lok’nStore and the self-storage solutions provider tentatively got in touch. Fast-forward a decade and not only is the relationship between the two companies as strong as ever, but the solution being provided has evolved significantly.

Focusing on customer service

Lok’nStore prides itself on its exceptionally high customer service standards and offers all its customers facilities such as free use of trolleys, forklift trucks (with qualified operators) and insurance as standard. Its flexible storage solutions are affordable and highly secure and its staff is trained and encouraged to consistently go above and beyond to deliver a great service – setting Lok’nStore apart from the competition.

Maintaining – and ideally enhancing – the company’s customer satisfaction levels was the driving factor behind Lok’nStore’s decision to outsource its telephone answering service, and Answer4u immediately saw that the key to success would be to deliver a solution that met Lok’nStore’s particular customer service standards.

When Lok’nStore first contacted Answer4u, it was looking for a simple message-taking service. After initial consultations, Answer4u drew up a customised roadmap, assigned a dedicated account manager and began providing a message-taking service for a single Lok’nStore location.

Within just one month, the benefits were apparent and Lok’nStore took the decision to roll the service out to its entire network of branches.

Delivering a tailored solution

In order to provide Lok’nStore’s 7,000-strong clients with the perfect resolution for their specific call, Answer4u designed a scripted solution to capture the information that its operatives would need. Call routes were implemented for people wanting more information on pricing, storage sizes, opening times, accessory pricing and any other information relevant to each individual store.

To ensure that every call was handled perfectly, Answer4u call handlers working on the account were given one-to-one and group training. They also underwent roleplay testing to guarantee that each of them was 100 per cent ready to advise and support Lok’nStore’s customers with total confidence and professionalism.

Less than a year after the relationship began, the self-storage solutions provider decided to expand its call handling service to include out of hours queries as well – a decision that would enable Lok’nStore’s customers to make telephone enquiries and storage reservations or request quotations outside normal business hours.

To maximise sales conversions at the point of enquiry, Answer4u set up a secure payment solution to enable payment details to be taken over the phone. As a result, any caller who wishes to make a reservation can do so at the first point of contact, without having to be called back or referred to another party. The relevant payment details are then forwarded to Lok’nStore’s internal systems via an encrypted file.

Working across 27 stores, each with slightly different pricing and specific circumstances, Lok’nStore also wanted to be able to make regular updates to the telephone scripts for individual stores. In response, Answer4u’s internal development team put forward a bespoke software solution that allows Lok’nStore to make changes easily and efficiently in-house. The changes automatically generate new scripting information for the Answer4u operatives, saving time and hassle for everyone involved.

“Having used (and been disappointed with) other call handling companies in the past, we approached Answer4u,” said Neil Newman, Lok’nStore’s sales manager. “We have been really pleased with the way our account manager has shown an interest in our business and is constantly looking for ways to improve their service to us without us having to ask.

“We are very happy with the service provided by Answer4u and would have no hesitation in recommending them to other businesses.”

See what our customers have to say about the professional service we provide

Client testimonials

www.rivercanalrescue.co.uk

We pride ourselves on the amazing customer service we provide. So, when it came to outsourcing our telephone answering requirements it was vital we found a like-minded partner who could provide 24/7 support and match our customer service expectations.

We offer our members marine breakdown and recovery assistance across all inland navigable rivers and canals in the UK, so getting our customer service right first time and every time is hugely important to us.

We operate around the clock, every single day of the year and our highly trained staff are on hand to assess issues and resolve our members’ problems quickly and effectively.

It all means our requirements are perhaps a little more involved and complex than other customer service jobs.

Answer4u expertly provided everything we demanded of them and, in short, have been brilliant for us.

Helping people to deal with marine breakdowns and recoveries is a specialist job, and the knowledge and expertise needed can’t be acquired overnight – something our Answer4u account manager understood from day one. They helped us to develop a triage system which ensures diagnoses are delivered swiftly and efficiently to our members, while being flexible enough to match our changing requirements.

Ensuring a provider could integrate with our existing CRM system was another big box to tick, and Answer4u’s tech experts made sure our team were able to monitor out of hours and overflow calls in real time.

We have a call-out process in place, too. It means the correct member of staff can be alerted should emergencies arise at night without unnecessary calls having to be made.

Being able to call on the Answer4u team during peak hours and having them on board covering our business needs when we are closed has been fantastic. They really were put to the test when we had to use them as part of our recovery plan following a fire at our offices.

If you’re looking for telephone support, speak to Answer4u – we thoroughly recommend them.

We are a property rental company and are very proud of our brand and what we do. We want our customers to have a great experience every time they contact us, but as a busy team we were not always able to respond as quickly as we would have liked, especially out of hours.

That’s why our partnership with Answer4u has been so invaluable. Our tenants know they will get to speak to a human being who cares about their call, while we know that calls we may have missed previously during busy times are now being expertly handled.

Answer4u worked with us to set up an overflow call system and their team seamlessly takes over our calls when we can’t answer the phone such as during meetings and when we are closed – including on bank holidays and at Christmas.

All the details we need from each call are quickly passed on to us. They can range from a new tenant enquiry to an emergency relating to one of our properties, and when emergencies do arise the Answer4u team promptly get in touch to alert us, so we can respond quickly and professionally.

Whatever the nature of each call might be, Answer4u ensures we get everything we need to follow up. We also receive daily call reports, allowing us to provide the great customer service we pride ourselves on.

Answer4u shares our exceptionally high customer service values and the team there have been instrumental in ensuring our customers have a great experience with us every time they get in touch.

Joseph Martin – Managing Director

www.appleloans.co.uk

Just 48 hours after contacting Answer4u our calls were being answered quickly and efficiently.

It gave us such confidence in our customer service that we were able to ramp up our marketing activities, and there is no doubt that working with them has helped us grow our business.

I wouldn’t trust anyone else with our phone calls, and working with them has been key to our ongoing success.

As a busy credit broker, every single call we receive is potentially extremely valuable to us but because we were so busy, calls were being missed and customers often don’t leave voicemail messages.

Our marketing strategies were clearly working – we just didn’t have the resources to deal with all the enquiries we were generating. It was affecting our return on investment, so we contacted Answer4u.

They made it very easy to make an informed choice, and just 48 hours later they were providing our customers with a professional and friendly, 24/7 service.

It’s how they have adapted and grown with us as a business which has been so impressive. They use a unique scripting method to make sure all the information we need is captured by their call handlers, and initially we used them just as an extension of our reception.

Over time, our Answer4u account manager worked with us to develop the scripts and their call handlers can now prequalify callers for us, allowing us to prioritise calling back hot leads.

Answer4u are so flexible, a value which has been really important to us as a business. They’ve provided numerous telephone numbers for our advertising requirements, so we can track and monitor the success of our advertising campaigns alongside providing bespoke scripts and services to our customers.

We first started working with Answer4u in 2011. Knowing we have more than a hundred of their agents on hand has been a huge factor in us building the business.

They are always quick to resolve any issues and have never let us down – they come highly recommended.

Nick Sutton – Owner | Director

“Our marketing strategies were clearly working – we just didn’t have the resources to deal with all the enquiries we were generating. It was affecting our return on investment, so we contacted Answer4u.”

 

Nick Sutton
Owner/Director,
Apple Loans

We train all of our staff to treat the calls from your customers as if they are our own, offering a warm, friendly and personable approach.

Your customers receive a genuine lasting impression of your company’s exceptional customer service and professionalism.

All of your calls are answered via our very own 24/7 UK Call Centre located in Nottingham City Centre, so we can 100% guarantee the quality of the service you receive at all times.

Your customers will always be your number one asset so choosing the right partner to handle your calls is an important business decision that you will only want to have to make once. Having been in business since 2004, Answer4u has the experience, team, culture and technology to make your final decision a reassuringly easy one.

We care about your business

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Meet some of the team

What is your job title at Answer4u and what does it involve?

My role as a Client Account Manager at Answer4u involves managing a portfolio of our key clients on a daily basis. This includes promptly investigating and resolving account queries and implementing requests to satisfy a customer’s needs.

How long have you worked for the Company and in what roles?

I’ve been with Answer4u for over 6 years and been fortunate to have been involved in roles that have allowed me to take a wide-view of the whole business and develop many of the skills I use today.

I initially started as a Call Centre agent which gave me a solid background in effective communication before progressing to become a Call Centre Team Manager. This rewarding 18 month period allowed me to develop my interpersonal and leadership skills and gave me the opportunity to pass on my experience to help enhance a customer-driven ethos throughout the team. 

I then progressed to my current role within the Customer Service Department as a Client Account Manager.

What do you enjoy most about your job?

My favourite element would be liaising with clients and developing positive, lasting relationships with key stakeholders. This allows me to gain an operational understanding of my clients business to help ensure exemplary customer service is provided.

I’ve learned that no single approach is the right one for every individual client so by taking advantage of this shared knowledge, I’m able to recommend creative solutions to their business problems that will hopefully help to improve the telephony processes they already have in place.

I also really enjoy troubleshooting and take a lot of satisfaction from fine-tuning elements of a client’s account if there is a perceived problem. Knowing a client is happy with the service we are providing is always the ultimate aim.

What’s the best thing about working here?

For me it's working as a team. There are no individuals in the Customer Service Department and we all work together and cover for each other when needed.

What is your job title at Answer4u and what does it involve?

My role as Sales Manager at Answer-4u means that I am often the first point of contact for new prospects, and I like to think that first impressions really do count!

It’s my job to gain a deep understanding of the telephony process that each client is looking to outsource and initially answer any questions they may have. Depending on a clients’ specific requirement, my aim is to recommend a tailored solution that perfectly matches their business intent.

I’m constantly providing clients with the information they require via many different channels such as conference calls, live chat and face to face meetings before a formal proposal is prepared and presented.

As well as helping new clients, my role also concentrates on building productive relationships with existing clients. This involves periodic follow-up discussions and providing information on new products or services that I feel could potentially add further value to their business.

How long have you worked for the Company and in what roles?

I have been with Answer4u for 8 years, I initially joined the company as an agent within the Call Centre and after a year I moved into the Customer Services team as an account manager. After being in the Customer Service team for around 5 years I then transitioned into the sales team and later became the Sales Manager. The experience gained from all of my previous roles has certainly proved invaluable during this transition as having a wider understanding of the whole business helps me to offer the best possible advice to clients.

What do you enjoy most about your job?

I particularly enjoy meeting with prospective clients face to face. Having the opportunity to speak with business owners representing many different industries and sectors means no two days are ever the same. We’ll often discuss a problem within their business that they are trying to overcome and I’m able to work closely with them in order to propose a service that perfectly matches their requirement. It’s extremely rewarding being able to provide a solution that allows other businesses to grow and succeed with our support.

What’s the best thing about working here?

The whole team ethic at Answer4u is great to be part of as all departments work together in perfect unison. This ensures that clients receive the highest level of service from their initial enquiry and throughout the lifetime of their account. Being able to contribute to a successful project from start to end is always a thrill.

What is your job title at Answer4u and what does it involve?

My role as a Key Account Manager at Answer4u involves managing a portfolio of our key clients. This includes promptly investigating and resolving account queries and implementing requests to satisfy a customer’s needs.  

How long have you worked for the Company and in what roles?

I’ve been with Answer4u for 11 years. I joined as a Call Centre Agent which was invaluable and a great way to learn about the business and submerge myself in the service we offer. Within a year I had been promoted and worked within the Customer Services Team as an Account Manager and soon after began looking after our key accounts.

What do you enjoy most about your job?

There is a great deal of variety, no 2 days are the same and due to the different types of businesses we service, it means I have the opportunity to learn and understand a wide range of business operations. I really enjoy establishing a strong partnership with my client base and working closely with them to make sure they are getting the most out of the service and look at other ways we might be able to provide solutions for them.

What’s the best thing about working here?

The best thing for me personally, is seeing how valuable our work is to my clients. Over the last 11 years I’ve seen our business grow and along with it my clients business as a result of the work we’ve done for them. There’s something really rewarding about that. I also get to spend my day with a great team of people and we all share the same drive for delivering exceptional customer service.

What is your job title at Answer4u and what does it involve?

As Answer4u’s Marketing Manager I’m responsible for the development and execution of inbound marketing strategies that help increase brand awareness, generate leads, and acquire new clients.

This can involve working on a diverse range of marketing disciplines including brand identity, social media and content strategy, email, paid search and strategic partnerships (and many more, straight after lunch).

For each of these disciplines, the most important consideration has always been what our customers want or need so you could say that my ultimate aim is to make their life easier. But not only that, I’d also like to think that I make life easier for Answer4u’s sales & customer service teams by providing creative, transparent marketing that helps bridge the initial gap between the client and those departments that would love to help them.

How long have you worked for the Company and in what roles?

I originally joined Answer4u in October 2012 where I held the role of Marketing Manager for almost 4 years. I re-joined the business in August 2018 but it doesn’t really feel like I’ve ever been away. Being reunited with so many friendly faces and once again given the opportunity to work with so many of Answer4u’s inspirational individuals is something I consider a real privilege. 

What do you enjoy most about your job?

We’re a business that has a passion for clear, effective communication and building long-term relationships and these have been the exact same principles I’ve always tried to instil within the marketing campaigns I deliver.

These principles are encouraged at Answer4u and it’s really enjoyable and hugely rewarding to be given the freedom to create marketing campaigns that not only look great but also create meaningful customer experiences that are genuinely useful to clients and effective for the business.

Throughout my career, I’ve worked with organisations across a wide range of rapidly growing industries but none quite as dynamic and forward thinking as Answer4u. We’ve always been at the forefront of technological advancement and innovation so from a marketing perspective, having the confidence and belief that I can position Answer4u as a UK market leader is a huge weapon to have in your marketing arsenal.

What’s the best thing about working here?

It’s really difficult to narrow it down to just one thing but without doubt, at the very top of a long list is the lovely people that I work with. We’re like one big family at Answer4u and regardless of the departments that my colleagues work in, we all appreciate and share an interest in each other’s work.

For me, it’s all about passion so I’ve always sought out positions where I felt I could be passionate about the product or service on offer and the company’s values. Answer4u delivers on both counts and makes my job a whole lot easier.

What is your job title at Answer4u and what does it involve?

I am Answer4u’s Customer Service Director and my role involves me managing some of our longest standing client relationships and developing those of newer key customers to ensure their calls are always handled to the high standards that have become synonymous with the Answer4u name.

Communication is key to everything we do as a business and as well as an initial consultation process, I always aim to maintain a two-way ongoing dialogue with our clients which definitely helps me gain additional insights into their business processes and develop ever more creative solutions to their call handling requirements.

How long have you worked for the Company and in what roles?

As a co-founder and Director, I’ve been a part of the furniture here at Answer4u since the very beginning way back in 2004. Those early years involved everyone pitching in with many different aspects of the business and it wasn’t unusual for a working day to consist of telephony training, call scripting, client account management and even helping the guys in the call centre take some calls on behalf of our earliest clients. My responsibilities have thankfully become more focused over the years and I now have the luxury (and energy) to be able to use my experience in a Corporate Development role, looking after our key customers and ensuring they are well taken care of.

What do you enjoy most about your job?

For me, it’s always been about building long-standing relationships with our clients. I’ve always found that they appreciate someone really taking the time to listen about their business challenges, understanding their needs and finding inventive solutions that work well for both ourselves and our customers.

What’s the best thing about working here?

From humble beginnings, it’s been especially enjoyable to see both the business and the great people that work within it develop over the years. Seeing some of our earliest employee’s progress from call centre agents into management roles and have a real impact on the growth of Answer-4u has consistently validated our staff training and recruitment from within policy. It’s also great to work with such amazing people on a day to day basis, to offer help and advice and to learn from each other’s experiences greatly benefits the team and our customers.

What is your job title at Answer4u and what does it involve?

My role as a Client Account Manager at Answer4u involves proactively managing the day to day activities across a wide range of our entry level client accounts, each of which can be very different to the next.

I directly interact with clients to help establish a productive relationship where they feel assured that we are always available to offer the best possible service. This requires me to action requests from existing clients as well as facilitate the back-end processes involved when new clients are introduced to the service.

After the initial set-up of an account, it’s imperative that I ensure that each new call handling solution agreed continues to be delivered efficiently and runs smoothly within our Call Centre. This is achieved through a continuous process of testing, monitoring and feedback.

Many aspects of the entry level accounts can be self-serviced using our bespoke client portal “Answer4u Anytime” and when new accounts are activated I will assist clients with their initial questions and guide them through the various features that are available to them.

How long have you worked for the Company and in what roles?

I joined Answer4u four years ago as a Call Centre agent where I gained a vast amount of experience in answering calls, using scripts and following the business processes for a diverse range of clients. This experience has proved invaluable and certainly helped me with the transition into my current role within the Customer Services Department early in 2018.  Having hands-on experience of the inner workings of Answer4u’s Call Centre including its systems and processes allows me to problem solve, offer my clients sound advice regarding their accounts and maintain a good level of service.

What do you enjoy most about your job?

I can quite honestly say…..Everything!

I oversee a fantastic portfolio of clients who I’m in regular contact with, all of which have very different needs and requirements. This leads to the work being extremely varied which can be challenging but incredibly rewarding. As a department we receive some great feedback and appreciation from clients so I wouldn’t have it any other way. 

What’s the best thing about working here?

As well as the people I work with and the client relationships that are built daily, those that know me all too well will say that my biggest excitement comes from the announcement of a company “Pizza Day”. It’s fair to say that I love my food and I’m unashamedly motivated by the lure of a new pizza topping combination. I really do enjoy my job role!

What is your job title at Answer4u and what does it involve?

I’m the Training Manager at Answer4u and responsible for all areas of training within the business. All new Call Centre agents are inducted by myself and this involves a focus on all aspects of customer service and call handling as well as building the agents technical knowledge on the type of calls they will be dealing with.

Continual development of our existing agents is a key aspect of my role and I spend a lot of time developing and writing courses that agents can access via our own online training portal, the courses are designed to focus on customer service, effective call handling and account knowledge.

Due to the sheer diversity of the calls we take at Answer4u we train our agents in stages, so they learn how to deal with our basic accounts first and gradually progress to deal with our complex accounts, all training is done at the agents own pace and we tailor the training to their individual needs.

How long have you worked for the Company and in what roles?

I have been with Answer4u for nearly 4 years and although the title of my role remains the same it’s fair to say that it’s evolved substantially over the years. It’s been great to have been afforded the autonomy, encouragement and support to be able to implement positive changes so that training procedures that are now in place are the best they could possibly be.

What do you enjoy most about your job?

My favourite part about being the Training Manager is seeing the agents develop, it’s great to witness them grow in confidence and gain new skills and see how passionate they become about customer service.

What’s the best thing about working here?

The people are really amazing, we have a really diverse workforce and it really is like a little family. I also love that we work with so many different types of businesses as we experience so much variety in the types of calls that we handle.

What is your job title at Answer4u and what does it involve?

As one of the two Resource Planning Managers at Answer4u, my main role is to help ensure the Call Centre is running as smoothly and efficiently as possible to meet our KPIs. In order to achieve this, I and other members of the Resource Team constantly review our staffing levels alongside our contact volumes, making any adjustments where necessary.

On a day to day basis, future rotas are reviewed using all relevant call data, this helps to keep on top of any sudden volume/duration changes and plan accordingly. We are in regular contact with our Customer Service Team who provide valuable updates from clients regarding any anticipated spikes or lulls in contact volumes. They will also provide the team with information on new clients and their predicted volumes, this is of significant importance when building our future rosters.

How long have you worked for the Company and in what roles?

I joined Answer4u back in July 2010. My first role as a Call Centre Agent provided me with 5 years of invaluable experience and knowledge of both our client base and Answer4u as a business.

At the start of 2015, I was awarded the role of Senior Support Agent (SSA) and during my 12 months in the position, I was able to expand upon the abilities gained as an agent as well as adding new skills. The position exposed me to all areas of the Call Centre management team with time being split between assisting TMs with monitoring and call quality and assisting the Resource Team. I enjoyed all aspects of this role but found time spent working on Resource Planning to be the most rewarding and enjoyable.

In April 2016, I was delighted to be offered a role working with the Resource team and for almost 3 years continued to gain additional skills and knowledge within the role. Working alongside the CC Management Team and playing my part in Answer4u achieving, maintaining and even surpassing our own high-performance targets was incredibly rewarding. In recognition of this success and the hard work of the whole team, in January 2019 I was promoted to the role of Resource Planning Manager. As a Resource Planning Manager, I help to ensure that we continue to improve and meet our Key performance targets.

What do you enjoy most about your job?

I am very lucky to say that I absolutely love my job and feel extremely passionate about it. All aspects of the role are enjoyable, from the people I work with to the challenges we strive to overcome. Meeting performance targets and experiencing the positive impact this has on the Call Centre is very satisfying from a personal point of view as it means morale within the CC remains high and our clients remain delighted with the service we offer.

What’s the best thing about working here?

Answer4u is a brilliant company to work for, the team ethic is amazing. In Resource, we work closely with all departments and appreciate the passion and level of detail everyone puts into their work. The morale is always high throughout the business and I truly believe this is down to the individual dedication each person puts into their roles. Its one big family and I have definitely made friends for life.

What is your job title at Answer4u and what does it involve?

As Answer4u’s Head of Call Centre Operations my role involves managing a team of highly motivated individuals within a fast-paced area of the business that is both challenging and changing continuously. This certainly keeps me on my toes but I really wouldn’t have it any other way.

As a team, we always strive to promote an environment of continuous improvement where customers receive friendly, professional and consistently high-quality service and to simplify things somewhat I achieve this by keeping everyone happy…

Call Centre Agents - It’s important that my agents are all kept happy and motivated in order to ensure they are providing the highest levels of customer service. I do this through various means and in addition to the more formal aspects of communicating job expectations; planning, monitoring, appraising, coaching and counselling - we also try to have lots of fun along the way.

My team have always embraced the charity day activities we look to promote throughout the year, this might involve playing bazar and weird games where they have the opportunity to win lots of prizes all designed to encourage problem-solving and develop a culture of teamwork and camaraderie within the department. I also feed them a lot too and although I’ve tried to push for healthy eating, inevitably it’s the Pizza, chips and breakfast cob days that seem to go down very well.

I’ve always felt that it’s important to make sure that in all situations the basics are being met in a fair and consistent way. Everyone is treated with respect and I encourage effective and consistent 2-way communication throughout the team. My agents will very often have some great ideas and insights about the accounts they look after so it’s important they have a voice, are supported and above all else, listened to.  

The Clients - We do this by ensuring all calls are answered quickly, efficiently and delivering excellent customer service with a seamless approach. This is achieved by good resource planning and managing of the Call Centre. I have an excellent resource and management team who are all 100% dedicated to what we do - although don’t tell them I said that or they’ll all be after a pay rise 😉

Our Client’s Customers - It’s essential that all calls and emails we handle are dealt with in the best possible way and that we always portray a positive image. We are the voice of our clients and it’s important that expectations are met with optimum levels of quality & service delivery. We want every customer interaction to be a positive one leaving a good lasting impression of us and therefore of our clients business.   

How long have you worked for the Company and in what roles?

I’ve been with Answer4u for nearly 4 years and joined the company in my current role of Head of Call Centre Operations. I have over 25 years’ experience of working within a Call Centre environment and during that time have had involvement in most disciplines from Agent, Senior Agent, Trainer, Team Manager and for the last 10 years in senior management roles. In 2013 I achieved the Silver Award as UK Call Centre Manager of the Year - run by The Call Centre Management Association. I’m naturally very proud of this achievement but was told at the time I was only 1 point away from winning Gold - not that I’m bitter about that of course......   

What do you enjoy most about your job?

I just love Call Centre environments. I love the buzz, the excitement and the fast pace. It’s great to get paid for doing something that you love and feel very passionate about. My previous experience allows me to be very hands-on in all aspects of the Call Centre as it’s very important to get to know all my team. I like to get to know them all - and know all about them, what makes them tick, what motivates them etc. Basically, I’m very nosey and a bit of a control freak, both traits I feel are a must to be a good Call Centre Manager.  

What’s the best thing about working here?

It’s a great company with a great team of people behind it, everyone has their roles to play and they do them very well. But the best thing is that when it’s needed, there’s a definite ‘ALL HANDS ON DECK’ approach. No one is afraid to roll their sleeves up and get stuck in when needed - and for me, that’s a team I want to be part of.

What is your job title at Answer4u and what does it involve?

I am Answer4u’s General Manager. My role sees me providing day to day tactical support to all areas of the business alongside planning and delivering our overall strategic direction across all departments. My role can be extremely varied, I may be leading negotiations with key suppliers for the provision of services in the morning to working with our Head of Call Centre Operations in the afternoon developing our internal KPIs and identifying strategic project areas.  I work closely with leaders of Accounts, IT, Customer Services, Sales and Marketing and our Call Centre, as well as having overall HR, FM and Legal responsibilities for the business.

How long have you worked for the Company and in what roles?

I joined Answer4u in October 2012 as General Manager and whilst the job title remains the same the work has changed significantly. This is largely down to our development, expansion and growth. We have come a long way in the last 6 years and our client needs have changed as well as internal needs. Also, our passion for continued development and improving ourselves and our services bring new opportunities to work on, in particular when embracing new technologies.

What do you enjoy most about your job?

It sounds a cliché but it’s the variety. Having oversight over all departments gives me a wide range of opportunities to contribute to the company. Of course that comes with its own challenges of prioritising and scheduling time but the payoff is a variety that keeps the role fresh and exciting. Also having the opportunity to seek out new technologies and run test projects is an enjoyable part of the role that can lead to very satisfying results and allows me to learn new skills and work with different external partners.

What’s the best thing about working here?

We are always moving forward. Essentially we are still doing the same thing that we did 14 years ago, answering calls for our clients. But we are doing it in smarter more efficient ways taking advantage of new and exciting technology to support us and provide valuable support to our clients. We now undertake a vastly deeper range of services that involve us being responsible for the execution of key client processes night and day. We have designed our systems and infrastructure to be industry leading for resilience and reliability and we are always looking for where we go to next. Advances in the industry don’t allow anyone to stand still and be successful and Answer4u have embraced that. Underpinning all of this we have an ambitious and talented group of people here, coming into the office each day is rewarding and enjoyable. 

The people you and your customers will connect with

We’re proud to have one of the highest staff retention rates in the call centre industry. That means we have a team of experienced call handling telephonists who understand how important that first call, and every call thereafter, can be. We operate as an extension to your business, treating your customers with the highest level of professionalism and expertise.

With four weeks of intensive initial one to one Telephone Answering and Call Management training followed by ongoing support and remote monitoring, all of our agents are required to pass every call they answer on the following points:

Confidence

Confidence is an integral part of our training. All of our new agents are put through intensive training and coaching before they are deemed ready to handle live calls on behalf of our clients.

Professionalism

We know that a calm professional tone is important to help keep your call times down and ensure that your clients are treated with the respect they deserve.

Politeness

All our agents are taught to remain calm under pressure, and remain polite in any circumstance. We pride ourselves in being able to handle clients of any nature, and can often help to calm and reassure clients in any situation.

Active Listening

Our agents are trained to use their initiative and critical thinking skills. They know how to capture all necessary detail and are able to uncover additional information that benefits your company.

Data Integrity

Our agents are also monitored on their ability to capture accurate data. We always seek to check spelling and repeat numbers ensuring your leads information is captured effectively.

Special Requests

To accurately portray your company image, we train agents in using your FAQs and agreed scripts. This allows them to provide as much useful and accurate information as possible, ensuring your clients’ needs are always being met.

Our new Inbound Call Management Telephonists are given a ‘call group’ which defines what types of calls they can and can’t receive based on their current skill level.

Once they have proven themselves and achieved the required standards on the lower skilled Call Management groups, they progress in our group structure where complexity of call is steadily increased in line with relevant training.

Technology
– Supporting great people with great technology

By continually investing in the latest Call Centre technology you receive the best call handling service available. Our use of resilient technology infrastructure means our levels of service are never compromised and your answering service never suffers. All call handling aspects of your business are fully supported giving you peace of mind.

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Choosing Answer4u means

Guaranteed Resilience

We can confidently offer you an uninterrupted, resilient Telephone Answering Service 24 hours a day, 7 days a week, 365 days a year.

We do this by employing:

  • Separate and diverse fibre internet connections, with different entry points, different providers, and load balancing for maximum efficiency.
  • ISDN30 and SIP telephone technology from separate providers with auto routing and failover to ensure no disruption to service.
  • An instantly deployable home worker disaster recovery solution across multiple disparate locations, dormant and ready to be invoked in the event of a disaster.
  • Full power backup to all systems, including servers, backed by UPS and an on-site Generator on continuous standby.
  • Two independent mail servers with replication to ensure resilience for all call messages.

Telephony Technology for the highest service levels

Effective communication is the backbone of our business goals; with this in mind it makes sense to deploy the best telephony equipment on the market at every level.

Our telephony systems include:

  • Future Proof phone systems and advanced noise cancelling headsets.
  • Future Proof PBX phone switch technology to provide a high speed, high quality service.
  • Scalable SIP and analogue line capacity to allow for your unexpected call spikes and seasonal increases in demand.

Backup for peace of mind

Having a resilient infrastructure is one thing, but at Answer4u we know that preparation for any event is peace of mind for you.

As a result, we deploy:

  • Auto scheduled physical data backup and software replication.
  • Time and date logging to allow us to return to a specific previous point if required.
  • Virtualisation technology for further increased resilience.

IT support solutions for your business

Your customers’ requirements can change at a moment’s notice, and this requires a high level of business agility. As customers’ requirements evolve so too does the Telephone Answering technology required to support them. Having an in-house highly skilled IT team including Microsoft Certified, Cisco qualified and .NET developers enables Answer4u to provide and develop solutions for our clients’ every need.

Our IT team’s philosophy is, ‘if an IT solution can improve the service we offer to you, and it doesn’t exist, we will build it to your specifications’.

This includes:

  • Customer software integration such as FTP and HTTP post.
  • Web portal access for number control and call statistics.
  • Inbound call agent response to email support.
  • Custom built diary systems which can be updated on an ad-hoc basis.

Software for perfect call scripts and full access to your calls

Industry standard scripting software means your telephone answering requirements are mapped out to ensure a seamless call flow. Written by one of our experienced script writers we consistently achieve the perfect balance between efficiency and high quality Customer Service.

Not only do we use advanced software in house to monitor our Call Centre efficiency, we also give you the ability to monitor and quality check your own calls, giving you the peace of mind that we are delivering excellence in all aspects of our service.

We do this by providing:

  • Web portal access to all call statistics in real time.
  • Time stamped call action e.g. 12:01 call ringing at Answer4u, 12:02 call answered.
  • Fully accessible call recordings of up to 7 days (longer periods available on request).
  • Call recordings available to monitor on the move or download to a local device.

Find the package that is right for your business

For all of your call handling needs, Answer4u are your professional telephone answering service.

Whether you need call handling, 24/7 helpdesk support or someone to cover call spikes or seasonal uplifts, Answer4u are your professional telephone answering service. Providing a reliable and effective UK based resource for your company, our services are quick to set up and cost effective to run. We are a trusted partner for your business.

Virtual Receptionist Service

  • Fixed cost per call
  • Complete access to our client portal
  • No minimum call usage
  • Immediate notifications & updates
  • Extremely quick to set up
  • Perfect for start-up businesses

Flexi Virtual Assistant Service

  • No minimum call usage
  • We can filter your sales calls
  • We can forward your calls
  • Flexible to your requirements
  • Extremely quick to set up
  • Detailed breakdown of calls

Virtual PA Diary Management Service

  • Your diary managed professionally
  • Preferred diary management integration
  • Relevant information captured accurately
  • Your own dedicated account manager
  • Bespoke scripting process
  • Unlimited call types & questions

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Don’t forget, you can tailor our services for a comprehensive bespoke call handling solution.

Looking for a little help to find what you require?
Call 0808 250 3001 or email us via the button below

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