Frequently Asked Questions
Everything you need to know about how That's My Call works, and supports businesses across Wirral, Liverpool, and the UK. Can't find what you're looking for? Just give us a call.
How do you handle after-hours calls?
We keep things flexible, so you can choose what works best for your business.
☀️ Office Hours (Live Answering)
We answer your calls in your company name during office hours. Out of hours, callers can leave a voicemail and we'll pass messages on to you.
🤖 24/7 AI Answering
Our AI service answers calls round the clock - capturing details, handling basic enquiries, and making sure every caller gets a response.
🔄 Hybrid (Best of Both)
Our team answers during the day, AI covers out of hours. Full 24/7 cover with a friendly human touch when it matters most.
✨ Our team answers your calls during the day
✨ AI covers your calls out of hour
Not sure which option suits you best? Just ask - we'll happily talk it through with you
How does the telephone answering service work?
- It’s simple. You divert your business calls to a dedicated number that we provide, and our team answers in your company name.
We follow your personalised call instructions, take the information you need and send the message directly to you by email or text. You stay in control and can use the service all day, when you’re busy, during meetings or whenever you need extra support.
How quickly can I get started?
- Getting started is straightforward and usually takes less than 10 minutes.
We’ll collect the information we need about your business, how you’d like your calls answered and what information you want us to take from callers. Once everything is set up, you can divert your calls to us and we’ll start answering them in your company name.
What happens if I receive more calls than my plan includes?
- You won’t suddenly lose your call answering service because you’ve had a busy month.
If you go over your plan allowance, additional messages are charged at the rate shown for your plan. If your call volumes regularly increase, we can help you decide whether moving to another plan would be more cost-effective.
Can you book appointments or update my systems?
- Yes. We can tailor the way we handle calls to suit your business.
Depending on your requirements, this can include answering common customer questions, booking appointments, transferring selected calls, following different call instructions and updating information in your systems.
If your business needs something more involved than standard message taking, talk to us about what you need and we can discuss a tailored service.
Is there a long-term contract?
- No. We believe businesses should stay with us because the service works for them, not because they are trapped in a lengthy contract.
Our plans are designed to be flexible, and your first month gives you the opportunity to see how the service works for your business.
Can I change my plan if my call volume changes?
- Yes. We understand that call volumes can change as businesses grow, become busier or experience seasonal peaks.
If your current plan is no longer the right fit, we can review your usage with you and help you move to a more suitable option.
What if I need to make changes to my call answering script?
Any changes will need to be requested via email. Our team will update your script promptly and confirm when changes are live.
How is client confidentiality ensured?
We understand that confidentiality is crucial to our clients, and we take this responsibility seriously. Here's how we protect your information:
🔒 Data Encryption - All client data, messages and call recordings are encrypted during transmission and storage.
⚖️ GDPR Compliance - We comply with all relevant data protection regulations including GDPR, ensuring your data is handled to the highest legal standards.
⛔️ Strict Access Control - Only authorised personnel can access client information, protected by role-based controls and multi-factor authentication.
📄 Non-Disclosure Agreements -Every team member and contractor signs a strict NDA. Third-party providers must also comply with our confidentiality requirements.
👩🏻🎓 Ongoing Staff Training - Our team is regularly trained on confidentiality best practices and how to properly handle sensitive information.
📨 Secure Message Forwarding - Messages are forwarded through encrypted channels so no sensitive information is exposed during transmission.