At the moment, calls received in the evenings and at weekends are handled by your Connect voicemail service. But voicemail hasn’t really moved on in decades. Voicemail assumes that callers will clearly state their contact details and reason for calling, but not everyone does.
So we’re improving it.
We are rolling out an interactive evenings and weekends service that captures callers’ contact details and messages in a clearer, easier to use style that brings your out-of-hours messages much closer to the experience you already enjoy from our call answering team.
Jump to FAQs:
An Upgrade to Your Evenings & Weekends Call Handling
Instead of callers simply leaving a recorded message, evening and weekend calls will be answered by an intelligent, interactive service that allows us to collect callers’ messages in a clearer, more useful way.
The result is a straightforward, easy-to-read message containing the information you need in the same familiar format as messages taken by our live team during the working day.
It means a smoother experience for callers, and a more useful message for you.
For your callers:
- A clearer, more professional experience
- Less frustration than leaving a traditional voicemail
- Confidence that their message has been properly captured
For you:
- Clearer messages without needing to listen to recordings
- Information presented in a consistent, readable format
- Faster follow-ups with fewer gaps or misunderstandings
It’s a small change that makes a big difference to how out-of-hours calls feel and how useful they are when you pick them up.
An exciting part of the new development is that out-of-hours messages can be sent to the individual or team that they are intended for rather than to just one address. Contact our Customer Service team to have your destinations updated.
We’re introducing this upgrade to our service gradually so you might not start receiving our new style out-of-hours messages right away.
If you would like to know more, or if you would like us to prioritise your account for an upgrade, our customer service team will be happy to help.
Your daytime call answering stays exactly the same
This upgrade to our service brings your out-of-hours experience closer to the standard you already expect during the day. However, nothing about your live call answering service is changing. Your calls will still be answered by our trained reception team during working hours, exactly as they are today.
FAQs:
Is this replacing my live service?
No, your live call answering service is unaffected. During working hours, your calls will continue to be handled by our trained reception team exactly as they are today.
Will callers still be able to leave a message?
Yes. The new evenings and weekends service still captures a caller’s message, it simply does so in a clearer, more structured way.
Instead of a single recorded voicemail, callers are guided through leaving their contact details and reason for calling, so you receive a complete, easy-to-read message.
Where will my messages be sent?
Your messages will continue to be delivered to the same email address as they are now. The format of the message will be exactly the same as the messages that you receive from our live call answering team.
Out-of-hours messages will be able to be sent to the individual or team that they are intended for rather than to just one address.
Contact our Customer Service team to have your destinations updated.
What if I prefer the existing voicemail service?
If you would prefer to remain on the existing voicemail setup, that’s no problem, just let our Customer Service team know and they will be happy to keep your out-of-hours service on traditional voicemail.
Is there an extra cost for this upgrade?
This upgrade is included as part of your existing service.
Can I have the upgrade set up on my account now?
Yes. We’re introducing the service gradually, but if you would like to prioritise your account, please contact our Customer Service team and we’ll arrange this for you.
Do I need to do anything?
No action is required. We’ll take care of everything. Once your account is upgraded, your evenings and weekends calls will automatically be handled by the new service.