FAQs

Answering frequently asked questions regarding services, pricing, security, and what clients can expect from our team.

• How do you handle after-hours calls?

That will depend, if you have our 24/7 Live Answering Service then out of hours calls will be diverted to a staff member on call for answering, these will then be dealt with accordingly. If you are not on one of our 24/7 packages these calls go through to an answering machine and the messages will be picked up and passed on in office hours.

• What if I need to make changes to my call answering script?

Any changes will need to be requested via email.

• How is client confidentiality ensured?

  We understand that confidentiality is crucial to our clients, and we take this responsibility seriously. To ensure the highest level of protection, we have implemented extensive procedures designed to safeguard sensitive information:

  1. Data Encryption
     All client data, including messages and call recordings, are encrypted both during transmission and while stored, ensuring that sensitive information remains secure from unauthorized access.

  2. Strict Access Control
     Only authorized personnel have access to client information. We implement role-based access controls and multi-factor authentication to protect data from unauthorized parties.

  3. Non-Disclosure Agreements (NDAs)
     Every team member, from staff to contractors, signs a strict Non-Disclosure Agreement (NDA), which legally binds them to confidentiality. We also ensure that third-party service providers comply with these confidentiality requirements.

  4. Compliance with Privacy Laws
     We comply with all relevant data protection regulations, including GDPR, HIPAA, or other local privacy laws, ensuring that your data is handled according to the highest legal standards.

  5. Ongoing Staff Training
     We regularly train our team on the importance of confidentiality and how to properly handle sensitive information, ensuring they are always aware of the best practices for protecting client data.

  6. Confidential Message Forwarding
     Messages are forwarded to clients through secure, encrypted channels to ensure that no sensitive information is exposed during transmission.

  7. Clear Communication with Clients
     We maintain open lines of communication with our clients, clearly outlining how their information is protected and assuring them that their confidentiality is our top priority.

  These procedures, combined with our dedicated team, ensure that your calls and messages are handled with the utmost care and confidentiality at all times.

Can you provide bilingual services?

No, not at this time, although it may be something to look at in the future.