The #1 Rated
Telephone Answering Service
Businesses have been trusting JAM with their calls for more than 46 years. With three times more 5-star reviews than any other UK answering service.
The original call answering service
The JAM difference
You’re not just “any” business, so don’t settle for second best. JAM is an award-winning telephone answering company with an enviable industry standing and an unrivalled reputation for excellence.
UK's Longest Established Telephone Answering Service
Highest rated Answering service
JAM is a telephone answering service with relationship building at its heart. We’re incredibly proud of the reviews and testimonials that we receive from clients. Together our group of call answering businesses have amassed over two thousand five-star reviews on Trustpilot and other independent rating sites. That’s three times more than our major call handling service competitors – combined!
Complex call handling requirements? That’s our bread and butter.
We’re not your typical call answering service. We know that every business has its own unique requirements, so we fully adjust to them.
We do the simple things like taking messages and transferring calls well. For businesses that need bespoke scripts we really excel. Our proprietary call handling software is purpose built to handle complex call flows and engineer callout/dispatch.
JAM Client Portal
View your messages on the go and on any device. With advanced search and filters, you’ll never miss and important communication again.
Update you and your team’s availability in real-time with bespoke instructions.
Our call handling system can recognise repeat callers, enabling our operators to offer a highly personalised service to your callers.
Verify contact details and add notes to critical calls to personalise your service.
View usage, call history and details about customer interactions.
Answering Service FAQs
A call answering service can be a human or machine lead solution to answering business telephone calls.
Usually, when people talk about answering services, they are referring to an external receptionist operating as an extended member of your team.
Service levels, prices and quality differ from provider to provider but the core offering remains the same.
Not all call answering services are built equal!
Your business will have its own unique requirements, and its important you find a partner that’s able to understand and deliver.
Some useful questions to ask any prospective call handling service:
1) How many operators will answer my calls?
Lots may lead to an impersonal “call centre” approach. Too few and you risk long average answer times, missed calls and potentially lost business and upset clients.
2) How long have you been in business?
longevity and stability, beats new and cheap every time!
3) Do you have experience in my industry? (or with a particular 3rd party system)
Don’t be afraid to ask for testimonials, reviews or references.
4) What is the notice period?
One of the major advantages of outsourcing your calls is the flexibility it gives your business. The industry norm is 3 month rolling contract. At JAM we do things differently. 30 day rolling agreements as standard.
5) Am I tied into a commitment or bundle?
Call volumes are notoriously volatile. It can be tempting to “play it safe” and take a monthly bundle of committed minutes (often at a rate discount) but be careful you aren’t paying for minutes that you don’t actually use. Especially relevant if your business experiences seasonality.
6) Try before you buy!
Most people wouldn’t buy a new car without first taking a test drive.
Outsourcing your business phone calls should be no different. At the very least perform a few mystery shopper style calls to the answering service itself.
If the hold times are long, or the experience on the call is questionable – then run a mile!
Costs vary depending on the quality of the provider. In the UK expect to pay between £0.90 – £2 per minute.
There are two typical charging methods:
Per minute billing: This is one of the most common methods of billing. Companies are billed based on the call duration (i.e., the number of minutes). Therefore, the longer the time spent with a customer on the phone, the higher the cost. Most live answering services have plans with standard minutes, and additional fees are charged when you go over the plan’s allotted minutes.
Per call billing: In this method, you will be charged on the basis of the total number of calls received and handled.
Beware of call handling companies that promise the earth on a per call basis. Often they overpromise and under deliver. The receptionists handling your calls may be incentivised to rush the call, and they are often targeted on number of calls handled. This can have serious implications on quality and customer experience.
A live call answering service will provide your business with a unique divert number (know as a DDI).
You will divert your existing business phone number or mobile to this DDI (divert instructions vary by provider)
The diverted call traffic is routed to a receptionist (or group of receptionists) the DDI is recognised by the call handling company (via call handling software) and the call is answered to the clients instructions.
Once the call is handled, a message is taken or a call is transferred to a relevant person or department.
Scripting is one of the key differences between a phone answering service and a call centre.
Call centre services are operated in a heavily scripted environment. On the contrary, phone answering services create simple scripts ensuring natural-sounding conversation with the customers.
Why do I need a phone answering service?
We get it. Running a business takes effort and dedication. Letting other people represent you is scary. That’s why we put heart into everything we do and hand-pick our people. The result is a dedicated partnership that truly reflects how you want to speak to your customers.