Call Handling Service

How does the BPE Business Connections Call Handling service work?
Your Account Manager will give you a unique number which seamlessly diverts through to us.

When your call reaches your reception team, your bespoke script will flash up on their screen, enabling them to answer the phone in your company name and capture the information you require.

Is there any minimum call usage/service requirement?
Yes, to cover our admin costs and the rental of your diversion number we have a monthly charge as per our tariffs

What if my business doesn’t have a phone number yet?
You can use the number we give you as your business number, and our receptionists will take all your calls. This can be very useful for people who are just testing the water with a new business idea and continue to be employed elsewhere. Once their businesses are established, they take over ownership of the line.

What if I need the number before I need the service to go live?
This is no problem. Sign up to the service and we can supply you with your number within minutes which you can then put on your website, business cards and flyers. Once you are ready for the service to start just give us 24 hours notice and we will get the account up and running for your specified start date.

How do I divert my calls to BPE Business Connections Call Handling?
With both mobiles and landlines, diverting calls is simple and instant. You just type a number into your keypad and follow the instructions: different companies use different numbers for their divert service. If you are not sure how to divert your calls, your Account Manager will be able to talk you through it.

When should I divert my calls to BPE Business Connections Call Handling?
We recommend diverting all calls when you’re on holiday, in a meeting or have finished work for the day – if you’re on holiday, don’t forget to let your Account Manager know when you’ll be back. You can also divert calls after a certain number of rings and/or when your line is busy, ensuring you never, ever miss a call.

Some of our customers choose to publish the number we give them as their own, meaning our receptionists answer all their calls, all the time and patch calls through. When their businesses are more established, most choose to take ownership of the line.

What if I get more than one call at the same time?
Our divert service allows any numbers of callers to reach your reception team at the same time.

What if I advertise more than one number?
Simply divert all your numbers to your unique BPE Business Connections Call Handling number. Our receptionists will advise which number your caller dialled, allowing you to track which advertising source is most effective for you.

How do I get my messages?
Our receptionists normally deliver messages by text or email. We can also send messages by fax or pager, or they can patch calls through to you, tell you who’s on the line, then you can choose whether to take the call or take a message.

Can I change my answer or message preferences once I’m set up?
All you need to do is call your Account Manager and ask.

Is there any small print?
All our prices exclude VAT and any invoices are payable within 14 days.

What are your hours of service?
All our receptionists are based in Nottingham UK. We work 24 hours a day 7 days a week, meaning your callers will never hear an engaged tone.

Where are my calls answered?
All our receptionists are based in Nottingham UK. We work 24 hours a day 7 days a week, meaning your callers will never hear an engaged tone.

Will the same PA handle all of my calls?
Your calls will be answered by one of a team of three agents dedicated to your account, our aim when answering your calls is familiarity, efficiency and professionalism. Each PA group has a team leader responsible for training and quality, you also have an BPE Business Connections Call Handling Account Manager on hand during business hours

Will my caller know their calls are being diverted?
No. They will hear the usual ringing tone then our receptionists will answer the phone in your company name.

What is the notice period?
Our customers stay with us because we provide a great service, not because we lock them in. Should you wish to leave us, all we need is 30 days notice.

We can set up TPS registration for you, or you can do so yourself here.   If you register yourself, we will ask you to forward the registration confirmation email to us. If you choose not to opt out using TPS, then all unsolicited cold and nuisance calls will be included in your call quota.

Business Mailing Address

Is there a minimum contract length for this service?
Yes. We offer either 3 or 6 month contracts. No refunds are available as this service is paid for in advance.

Are there any other costs for this service?
Yes.  At the start of your subscription, we will ask you to deposit a minimum of £5 to your account, to cover the cost of Royal Mail postage costs.  These charges are charged at cost and we will keep a log of all charges made on your behalf.  Once your account drops below £1, we will ask you to deposit additional funds.  No mail will be forwarded until there are sufficient funds held in your account.

How will you forward my mail?
We will put your post into another envelope and post it on to you. Your mail will be sent by first class post as standard and sent out at the intervals requested by you i.e. daily, weekly, monthly or as and when you instruct. We can use recorded and special delivery but you must have sufficient funds in your account to cover the additional cost and we must have written confirmation (i.e. an email) detailing which items you wish to be delivered in this way.  We will retain all cost and delivery receipts as proof of postage (for Special/Recorded Delivery or larger parcels).

Can you accept parcels on my behalf?
Yes.  We can receive small ad hoc parcels, but we cannot act as a receiver for goods returned by your customers, or for goods supplied to you by your suppliers. We take no responsibility for the receipt, handling and storage of parcels of any value, as we only have facilities for dealing with business mail. We therefore suggest you have parcels delivered to an address where you can personally accept them.

I am not a UK-based business, can you still accept my mail?
No.  Unfortunately we can’t forward mail to international addressess at the present time.

What if my post gets lost after you have sent it on to me?
We will send your mail to you using the normal Post Office service, who will accept responsibility for your mail once in the postal system.  You must therefore make any claims for undelivered or damaged post through the usual Royal Mail process.

Can I use your mailing address service for personal use?
No. This service is clearly advertised as a business mailing address service and, as such, may not be used for personal use. Account holders found to be abusing the service in any way, including using it for anything other than a business mailing address, will have their account terminated and no refund will be due. We will take steps to monitor and check incoming mail to ensure it is legitimate business mail. Our decision is final unless you can provide proof that the mail being sent via our address can be clearly identified as being wholly business related.

What happens if you can’t forward my mail?
We cannot be held responsible for postal strikes, accidents, emergencies, disasters, acts of nature or any other occurrences which may result in any delays in you receiving your post. In such emergency cases, we will arrange with you so that you may collect in person.

Meeting/Training Room Hire

When can I hire your meeting room?
Our standard office hours are 8.30am to 5.30pm, Monday to Friday.   We are however happy to discuss hire outside of these times, including early mornings, evenings and weekends.  Any bookings outside normal office hours will incur additional hire costs, details of which can be supplied on request.

Do you set up the meeting room for me?
Yes.  We will ensure your room is set up exactly how you need it, in plenty of time of your arrival.

Can you provide administrative support during my meeting?
Yes.  We can provide various secretarial and administrative support.  Please call us to discuss your requirements.

What is included in the hire cost?
The following is included as standard in the hire cost:

• Accommodation for delegates (number depends on room size)
• Unlimited tea, coffee, bottled water and complimentary biscuits
• Use of a 40″ wall-mounted flat screen TV
• Meeting stationery (i.e. pads and pens)
• Use of flipchart and/or whiteboard and pens
• Use of DVD player
• Use of IT facilities and equipment
• Use of telephone with conference calling facility inclusive of 30 minutes of UK landline calls
• Free Wi-Fi access .

What if I need to hold a breakfast meeting?
We can offer our meeting room facilities from 7am.  We can also supply bacon sandwiches or continental breakfasts, if required.

Can I hold evening or weekend meetings too?
Yes.  You can hold meetings up to 9pm on weekdays and between 10am and 4pm at weekends.

Can you provide us with lunch?
Yes.  We can provide you with anything from sandwich platters to a buffet lunch.  We can also offer mid-morning snacks such as danish pastries and afternoon tea such as cakes and scones.

Does your meeting room have natural daylight?
Yes.  Our meeting room benefits from natural daylight, with windows overlooking the station car park.

Does your meeting room have air conditioning?
Yes. Our meeting room benefits from both air conditioning and heating .

Is there sufficient parking?
There is ample car parking to the front and rear of the Enterprise Centre, charged at £5.00 per day.  There is also an NCP multi-storey car park within 5 minutes’ walk which offers parking from 7am to 7pm daily for £3.50.  We are also easily reached by both rail and bus, being located adjacent to Eastbourne main railway terminal with regular services to and from London and Brighton, as well as both local and National Express bus services.

Can I book by the hour?
We are flexible and offer booking by the hour, half-day and full day. We also offer discounts for regular bookings.  Please contact us for more information.

How do I make a booking?
Simply call us on 0843 289 1723 and the team will be able to deal with your enquiries. Alternatively you can email us on info@bpebusinessconnections.co.uk, or you can complete our online enquiry form.

How do I pay?
Full payment is required in advance of the booking. You can pay by credit/debit card, BACS transfer or cash.  Once you have made a booking, you will receive a confirmation email and invoice which includes the date by which we need to receive payment in full.  For regular bookings, it may be possible to pay by direct debit (subject to status).

Do you take provisional bookings?
Yes. We are happy to take provisional bookings but require a £25 holding deposit.  Full payment and final confirmation will be required 7 days prior to the booking.  If we do not receive this and are unable to contact you,  we will re-offer the room for hire and you will forfeit your deposit.

How do I confirm a booking?
To confirm a booking, simply contact us by email or phone on 0843 289 1723 no later than 7 days prior to your booking.

What are your cancellation terms?
Our cancellation terms are as follows, unless otherwise agreed in writing:

Within 7 days – 100%
More than 7 days – holding deposit will be forefeited

Secretarial Services

What are the advantages of using your service?
There are a number of advantages:

• You only pay for the time we take to do the job (subject to a minimum charge of 1 hour)
• You do not have to pay tax and national insurance for our services
• You are not liable for holiday, sickness or maternity leave costs
• There’s no need to use a temping agency and incur their additional costs
• You don’t have to train temporary staff
• Passing your administration tasks to us allows you to do your own job
• We can provide support to help meet urgent deadlines.

How much does it cost?
It all depends on the work in question and the rate is agreed prior to commencement of the job.

Are there any additional costs?
We try and include all costs in our quotation but there are occasions when additional costs may be incurred. These will be itemised on our invoice.

Is there a minimum charge?
Yes. Our minimum charge is for one hour.

Can I have a retainer agreement?
Yes. This can be arranged for a minimum of 10 hours per month. Reduced costs may be applied depending on the amount of work and this will be agreed at the time of booking.

What guarantees are in place to ensure the work is completed to my requirements?
Prior to commencement of a project, you will be required to complete an agreement form which will detail the work to be undertaken. By signing this agreement, you accept that everything contained within it is accurate. We cannot accept any responsibility for amendments or alterations made to the project, unless detailed on the agreement.

How do we exchange the work?
Work can be exchanged via e-mail, fax and post i.e. hard copy, CD, or delivered direct to us at our premises.

How can you guarantee confidentiality?
You are assured of complete confidentiality and we are happy to sign a confidentiality agreement, should you require it.

What if I find errors in the work?
You, the client, are responsible for final proofreading. Any errors will be rectified free of charge, if we are notified within 48 hours of you receiving the work.

What measures are in place to ensure the work is free from viruses?
All e-mails, files and disks are scanned for viruses. However, you, the client, are responsible for your own virus protection.

Can delivery and/or collection of work be arranged?
No. Unfortunately, we cannot arrange for delivery or collection.

When do I pay?
Unless otherwise agreed, a 35% deposit is required for assignments over £50, prior to commencement of the assignment, with the balance being due and payable on receipt of the completed work.

Retainer agreements are invoiced monthly in advance.

How do I pay?
We accept payment by credit/debit card, BACS transfer, cash or cheque.