Frequently Asked Questions
How does this telephone answering service work?
Our telephone answering service is based on the principles of call forwarding, diverting, and routing.
Initially, we assign you a unique, dedicated number linked to our Thetha Connect system. This setup enables you to reroute all unanswered calls from your existing landline, mobile, or VoIP numbers to us.
Upon receiving your calls, our professional team answers in your company’s name and manages the conversation following your precise instructions. When required, we’re fully capable of facilitating call transfers.
To keep you updated, we provide a comprehensive email summary after each call, which includes the caller’s contact details. This ensures you stay informed about who has called and the nature of the conversation that took place.
What are the three methods we use to integrate our telephony service with your business?
Our call management service offers three effective methods to help you manage your business communications seamlessly:
- Public 087 Number: We assign you a new 087 number that you can advertise publicly. Our professional team will then handle incoming calls in your business’s name, take detailed messages, and transfer them to any designated destination.
- Call Forwarding Service: We provide you with a unique 087 number to which you can forward all your calls. This service ensures that no important calls are missed, even when you’re unable to answer them directly.
- VoIP System Integration: We can seamlessly integrate with your existing VoIP system. This is done by you providing us with an additional extension, which allows us to effectively handle your calls and ensure a consistent communication flow.
How are my calls answered?
Trained professional virtual receptionists answer all your calls in the name of your business, effectively serving as your virtual assistants!
Are there any agreements?
Our call answering service is month to month, which can be cancelled with one calendar month’s notice. There are NO LONG TERM AGREEMENTS!
Do I have to have an existing telephone service to make use of your services?
An existing number is not required for the phone answering service to work. One can immediately start by simply communicating the number issued to you via your Website, at your office or on any other marketing materials, and we will answer all your calls.
How long does it take to issue me with a number?
Your number will be issued within minutes after completing a very simple registration process.
How do I register for answering services?
What needs to be paid before a number is issued?
ONLY the once off registration fee of R295 is payable to activate the service.
What needs to be prepaid in order to keep the service active?
ONLY the once off registration fee of R295 is payable to activate the service. The usage is invoiced for at the end of every month, according to the package that was chosen. Please contact us to discuss the package options.
Can I make use of your services for only certain periods of the day or week?
You can make use of our services at any time required, but your minimum contacted package fee will still be payable upon invoice.
Is my information kept confidential?
Your information will never be provided to any third parties. The standard agreement of service confirms this.
Can my Neotel / Liquid Telecom service be diverted to Thetha Connect?
Yes, we will gladly assist you with this. A few simple keystrokes need to be entered into your Neotel handset to activate the diverts. This service allows for various conditional redirects that we will assist you with activating.
Can my Telkom 086 SMART ACCESS service be diverted to Thetha Connect?
Yes, we will gladly assist you with this. The Smart Access destination change permission needs to be requested from Telkom and will be activated within 24 to 48 hours. This service allows for various conditional diverts, which we can assist you with.
Can my Telkom number be diverted to Thetha Connect?
Yes, we will gladly assist you with this. Telkom’s ForwardCall follow me service needs to be setup, which will be activated within 24 to 48 hours.
What does this answering service cost?
We have call answering packages to suit most business, please contact us for pricing. A once off registration fee of R295 is payable upon registration.
How many numbers (or separate telephones) can be diverted to Thetha Connect?
Any number of lines or phones can be diverted to the number we issue to you. You can also communicate this number on your marketing material, website, etc. Our virtual receptionists will answer all calls in your business’ name.
What are your hours of business?
Can callers select a menu option, when wanting to speak to a specific department?
Yes definitely, this is called our ‘Auto Attendant’ service, which works as follows:
- You supply us with the list of departments or offices that callers might want to speak to.
- Having called your number, callers are greeted in your business’ name and then requested to select the department/regional office from a menu, e.g.
- Press 1 for Sales, press 2 for Accounts, or
- Press 1 for the Cape Town office, press 2 for Durban office, etc.
- Upon making a selection, calls can then be routed to your department/office or still be answered at Thetha Connect.
- Call answering instructions can be department specific, in the case where Thetha Connect answers said calls.
- Customised voice mail for calls received out of business hours, are included with this auto attendant service.
Your business’ profile is thus greatly enhanced by making use of Thetha Connect’s auto attendant service!
Are after hours voicemail calls answered in my business’ name?
Yes, this is included in Thetha Connect’s ‘Auto Attendant’ service.
Are all calls recorded and retained?
Yes, all calls are recorded and stored for a maximum period of 30 days.
Are the recorded calls provided to customers on a daily basis?
No, recorded calls will be emailed upon request, at a minimal fee per recording emailed.
Is there a fee involved in providing a recorded call?
Yes, a small fee is charged per requested recording. Recorded calls are provided via email.
I already have a VoIP number, how will this work?
We can collaborate with your service provider to add an additional extension. From this extension, we will answer your incoming calls, which can then be transferred to any of your other existing extensions, if required.
What do call transfers cost?
Transfers are free for the first 95 minutes, and thereafter costs R2.50 per minute. If you have your own VoIP service provider, we will not charge you call transfer fees.
Can I have a conference call while working remotely?
Yes, we can do this for you. Just get your participants to call your number that we issued to your business.
Can I port my Telkom landline number?
Yes, we will gladly assist with this.
I already have a VoIP system, can you transfer calls for Free?
Yes, we can connect to your service provider by adding an additional virtual extension, from which we’ll be answering your incoming calls, those calls can even be transferred to your other existing VoIP extensions. Transfers will be on-net and are therefore FREE. All calls are announced and will only be transferred if you are available to take the call. If not, our agent will take the call back and provide you with a detailed message.
Can I keep my existing VoIP, Telkom or Telkom Smart Access Number?
You can still keep your existing number and merely point or divert your calls to the 087-number that we will issue to your company.
Will a dedicated agent be assigned to my company?
A primary agent will be assigned to your business, but all other agents will have the exact same view of your call answering instructions. In the event of your primary agent’s line being busy, the call will be answered by one of the other agents to ensure no unanswered calls.
Can you schedule bookings on my own online calendar or only google calendar?
Yes, our agents are familiar with an extensive variety of online booking platforms. You only need to provide us with the login credentials of your calendar.
What about calls received after hours and over weekends?
We will email you transcripts of the voicemails received, at the start of the next business day. We also offer a customised after hour voicemail service where we will record your script to play after hours. We can also set up an after-hour divert for calls received after 17h00 to route to your mobile or a number that you nominate.
Are the call transfers announced?
All calls are announced and will only be transferred if you are available to take the call. If not, our agent will take the call back and provide you with a detailed message.
Can you assist with outbound calls?
At Thetha Connect, our primary focus is on handling inbound calls. However, we always welcome the opportunity to cater to your specific needs. Please share your requirements, and let’s explore how we can assist. Please note, our services do not include making cold calls or sales calls.
What about SMS messages?
Thetha Connect seamlessly combines SMS messaging and email outgoing call message detailed summaries into its array of services. Once a call is received through Thetha Connect’s platform, an all-inclusive call summary is instantly generated. This summary encompasses vital information such as the caller’s name, phone number, and a brief overview of the call’s context, designed for eventual inclusion in the SMS. Notably, SMS messaging is available as a paid option, augmenting the standard email service. The inherent qualities of SMS messaging ensure exceptional stability and reliability.