Question 1

Should I handle incoming calls on behalf of a client's business?

Accepted Answer

We'd recommend that you suggest a call-answering service such as Moneypenny.

Depending on what's needed, a call-answering service can simply take messages for you and/or the client's business more widely. You can then pick up the messages and return the calls when you are in a position to do so, starting your timer as you would for any other task.

It does of course depend on the scale. For example, if it's one set hour a day where you need to be available to answer anything that pops up, perhaps that's manageable (and would be workable on the portal too) and the calls could be transferred directly to you during that set period, and taken care of by a call-answering service at other times.

What's important is that you don't become the answering service, as that's not what we offer at Virtalent, nor how we'd want you to work!

Alternatively, you may wish to look into a joint voicemail box that you can both access.

It's also important to check that there are no financial implications if you make several outbound calls for your client. Please check your mobile phone plan carefully, for inclusive minutes etc.

We'd recommend reading Making Outbound Calls before discussing with the client, and asking us if you are ever unsure.

Question 2

How do I make outbound calls for my client? What are the 'rules' here?

Accepted Answer

We believe it is important and helpful for all of the team to be happy making a reasonable, but limited amount of calls from your mobile, as part of your day-to-day work in supporting a client, providing that your phone contract has sufficient inclusive minutes. However:

• We don’t expect you to call internationally. You shouldn't be doing this from your mobile - be careful!

• We don’t expect you to make more than a few calls here and there. You shouldn't be making large volumes of calls from you mobile - we recommend you discuss the client taking out an account with a VOIP provider in this case.

• It’s important to remember that you aren’t supporting your client as their 'virtual receptionist', and so you shouldn’t be handling their incoming calls. Again, we can recommend providers here for you to work in tandem with.

Alternative Solutions

If you need to make international or high volumes of calls for your client, it's reasonable to discuss this in detail with them directly, particularly with regards to the costs involved (we don't want you to incur anything unreasonable here). You can always add an expense into the portal, once you agree on a better approach here.

If you do plan to recover any expense from a client, you must always agree how much you anticipate the call (or the solution more widely) costing, before the calls are made.

It is not fair on a client to make a long international call from your mobile, incur substantial call charges, and then expect to be reimbursed. We would instead ask you to think about this first, and come up with a better solution together.

Possible solutions:

• VOIP - for UK clients, we recommend Nimvelo, which we use internally. The client will receive £20 free credit if they use this referral link to create their account. You can make unlimited mobile and landline calls for just £15 per month - plus you are making calls from a 'professional-looking' landline number, rather than your own mobile phone. Your client might also have an existing VOIP account they can give you access to! This will allow you to make calls, with the call charges billed directly to the client and not yourself.

• Skype To Go - you can use Skype to call numbers anywhere. Your client could prepay for the credit, so there’s no hidden spend.

• Google Hangouts (the Google Hangouts Dialler app is essentially a VOIP phone call). Calls to an Australian landline are as little as 1p, for example.

• Zoom Phone is also a great option, with audio-only available too, if suitable.

Should I handle incoming calls on behalf of a client's business?

How do I make outbound calls for my client? What are the 'rules' here?

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