Missed call catch-up
An urgent enquiry outside office hours still gets recorded and flagged, not lost.
The AI receptionist that grew into the whole job.
An AI receptionist that listens, and leaves the advice to the advisers.
The urgent call about a deadline that lands after the office has closed. The nervous first-time caller who isn't sure how to describe their problem. The follow-up call from someone chasing a case that's already open.
What it sounds like on the phone.
I've had a letter I don't understand and I'm worried about a deadline in it.
That sounds like it needs an adviser's proper attention; let me take a few details and flag it as urgent so someone can call you back quickly.
Do you think I should just ignore it, or is it serious?
I'm not able to give an opinion on that myself, but I'll make sure an adviser looks at it properly and calls you back.
What we book.
From a first nervous enquiry to a follow-up on an open case, the calls an advice centre fields, always passed to a qualified adviser.
- General enquiry intake (15 min)
- Drop-in session attendance (30 min)
- Referral to a specialist adviser (15 min)
- Outreach clinic enquiry (20 min)
What it actually does for this trade.
Any-language answering
A caller more confident in another language still gets an accurate enquiry taken.
Monday morning briefing
A short note of weekend enquiries waiting for the advice team.
Overflow / out-of-hours divert
Outside office hours, a caller is told when to expect a call back rather than left ringing out.
Frequently asked questions.
Will it tell me what to do about my situation?
No, it never gives advice. It records your enquiry accurately and makes sure a qualified adviser calls you back.
Is what I tell it kept confidential?
Yes, your enquiry is treated with the same confidentiality as any other contact with the centre, and only shared with the adviser who follows up.
What if my enquiry is genuinely urgent?
It will flag anything time-pressured, like a deadline or notice, so it's prioritised rather than waiting in a general queue.
Other community and public businesses on team.help.
Make sure every enquiry reaches an adviser, not a voicemail.
Call our receptionist, 020 4538 8898, and hear it for yourself, or see what's in every plan.
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