Telephone Answering Service: Fair Use Policy
Company Formations 247 provide call answering services from our UK offices in London. Customers rely on the service to provide them with a professional answering service with messages quickly provided to help them run their businesses efficiently. The call answering department sets high standards for answering telephones to ensure your customers can access the service, even at the busiest times. Customers can expect there clients to get through to an operator within 15 seconds on 80% of occasions.
To help us to maintain the high standards that customers expect, we have implemented a Fair Use Policy (FUP). This ensures our service continues to be fast, reliable and equitable for all customers.
We monitor the performance of our service to make sure our customers experience a service that meets or exceeds the targets. All calls maybe recorded and all queries are logged .We review customer usage of the department regularly to ensure we continue to meet needs and we will notify customers if we deem that the service is used excessively; where customers regularly call us to retrieve messages rather than using email ; or use the department in an unreasonable or fraudulent manner. Customers may be asked to modify their practice, taking into consideration other customers and/or offered alternative sources of information.
In some cases if usage remains high we will take this into consideration upon renewal of your service and the fee you pay may be increased or the service terminated
Why do we have a Fair Use Policy?
A small number of customers usage of the telephone answering service is in excess of that expected from normal use and this impacts on the service level to others particularly at busy times.
What is ‘normal use’?
We do not intend to set limits or quotas on the number of calls taken by the answering service in a given time period. We understand that the’ needs of your business fluctuate according to activity within the business. However, the majority of businesses tend to have predictable and regular calling habits . Exceptionally busy periods are usually an exception and not the norm.
Will I be affected by the Fair Use Policy?
If you use the answering service as described above, broadly in line with other customers operating small businesses, it is unlikely you'll ever be affected by our policy.
What happens if my use is very high?
If your usage is occasionally very high, we're unlikely to be concerned. We understand that customer’ needs fluctuate according to activity within their businesses and that some periods are busier than others. However, if your usage is frequently high and impacts our service and the experience of other customers in a negative way, then we will get in touch with you to ask you to change your practices or work with your to find a suitable alternative service.
If your usage remains high and your practice does not change, we will take this into consideration when your service is due for renewal, we may consider levying extra charges or in extreme circumstances or fraudulent activity we reserve the right to terminate the service early. We want to avoid this happening and ask for your support in ensuring a good service for all our customers.
Company formations 247 reserve the right to modify this Policy at any time. Changes made to the Policy become effective upon posting of the modified Policy. It is the customer’s responsibility to ensure their awareness of any such changes.
