Frequently Asked Questions
General Call Answering Service
What does a virtual receptionist do for my business?
A virtual receptionist answers your incoming calls just like an in-house receptionist would. At Real Receptionist, our trained agents greet callers in your company name, handle enquiries, take messages, book appointments, and ensure every caller receives a professional and helpful experience.
What does Real Receptionist do?
Real Receptionist provides a live call answering service combined with a fully integrated Cloud PBX system, ensuring your business never misses a call while maintaining a professional image.
Will my customers know they are speaking to an outsourced receptionist?
No. Our receptionists are trained to represent your business seamlessly. We follow your scripts, tone, and processes so callers feel like they are speaking to your internal team.
How quickly are calls answered?
Calls are typically answered within a few rings. Our team is structured to handle multiple simultaneous calls, ensuring minimal wait times for your customers.
What happens after a call is answered?
We tailor call handling around your business requirements. We can take detailed messages, transfer calls, send notifications via WhatsApp or email, book appointments, answer common questions, and escalate urgent calls where necessary.
Can you handle high call volumes?
Yes. Our service scales with your business — whether you receive a few calls a day or hundreds of calls per week.
What are your operating hours?
Our standard operating hours are Monday to Friday, 07:00 – 18:00 (SAST). Extended and after-hours packages are also available, including 7-day support if required.
What happens after hours?
After-hours calls can be routed according to your preferences. We can take messages, transfer urgent calls, escalate emergencies, or direct callers to a custom voicemail or on-call team.
Service Options
What service options do you offer?
We offer three flexible service options:
- All Calls (Always On): We answer all your incoming calls.
- Overflow: We answer calls you miss when you are unavailable or busy.
- On Demand: Temporary cover for leave, lunch breaks, staff shortages, or peak periods.
Can I switch between service options?
Yes. Your service can evolve as your business grows, and we can adjust your setup at any time.
Can I use your services on a part-time basis?
Yes. Many businesses use our overflow or on-demand services to supplement their existing reception team without committing to full-time outsourced reception.
Phone System (Cloud PBX) & Integration
Do I need to change my phone system?
No. We can integrate with your existing phone system, or you can make use of our fully managed Cloud PBX solution.
What is a Cloud PBX?
A Cloud PBX is a modern business phone system hosted in the cloud. It allows you to make and receive calls from your mobile, desktop, or IP phone while accessing advanced features such as call routing, transfers, reporting, and voicemail.
Can I keep my existing number?
Yes. You can port your existing landline or VoIP number to our system, or we can provide you with a new business number.
Can you provide me with a business number?
Yes. We can allocate local geographic numbers or national numbers depending on your business requirements.
Can I use the system on my mobile?
Yes. Our mobile app allows you to make and receive business calls from anywhere while displaying your business number.
Do I need a telephone system to use Real Receptionist?
No. Our Cloud PBX solution can provide everything you need, or we can simply route calls to your mobile device.
Can I use Real Receptionist if I already have a PBX?
Yes. We can integrate with most existing PBX providers and phone systems.
Do I get a phone system included?
Yes. Our Cloud PBX includes features such as extensions, call routing, voicemail, reporting, mobile apps, and softphone functionality.
Do I pay extra for transferred calls?
No. There are no additional charges for transferred calls within the system.
Can I show my business number when making calls?
Yes. You can make calls from your mobile while displaying your business number instead of your personal number.
Can I keep my personal mobile number private?
Yes. Only your business number will be displayed to customers.
Can my team call internally?
Yes. Team members can call each other via extensions at no additional cost.
Can my team work remotely?
Yes. Our Cloud PBX is designed for remote and hybrid teams and can be used from anywhere with an internet connection.
What happens if I miss a call?
We answer the call on your behalf, take a message, and send the details to you via email or WhatsApp.
Can I customise call handling?
Yes. Every aspect of your call flow and handling process can be customised around your business requirements.
Do I need hardware?
No. Hardware is optional. You can use mobile apps, desktop softphones, or IP phones.
Can I use IP phones, mobile apps, or my computer?
Yes. You can use IP desk phones, our mobile app, or a softphone on your PC or laptop. You can even use all three on the same extension.
What makes your Cloud PBX different?
Our Cloud PBX is fully integrated with our live receptionist service and runs on our own infrastructure, creating one seamless communication solution for your business.
Can I use the service if I am based outside of South Africa?
Yes. We support English-speaking businesses globally.
Appointment Booking & Admin Support
Can you book appointments?
Yes. We can book, confirm, reschedule, and cancel appointments on your behalf.
Do you integrate with calendars or practice systems?
Yes. We tailor integrations during onboarding to suit your preferred systems and workflows.
Can you send reminders?
Yes. We can send appointment confirmations and reminders to help reduce no-shows.
Can you outsource other business processes to Real Receptionist?
Yes. In addition to call answering, we can assist with appointment bookings, ticket management, live chat, customer support, and other administrative tasks.
Can your receptionists make outbound calls on my behalf?
Yes. Outbound calling can be included as part of your service package.
Pricing & Packages
How much does it cost?
Pricing depends on your service type, call volumes, and business requirements. Our services are typically far more cost-effective than hiring a full-time in-house receptionist.
Do you charge per call or per minute?
We offer structured monthly packages with transparent pricing based on your chosen service and expected usage.
Are there contracts?
Flexible options are available, including month-to-month agreements.
What happens if I exceed my call limit?
If your usage exceeds your package allowance, we will either bill the additional usage or recommend a package upgrade. Any additional costs are always communicated upfront.
Reliability, After-Hours & Load Shedding
Will your service work during load shedding?
Yes. Our systems are designed to remain fully operational during load shedding with backup power and redundancy measures in place.
What happens if your system goes down?
We have multiple redundancy and backup systems in place to ensure continuity and minimise downtime.
Can you handle after-hours or emergency calls?
Yes. We can customise after-hours call handling, emergency escalation procedures, and on-call routing based on your business requirements.
Medical & Healthcare Support
Can you handle patient information securely?
Yes. We follow strict confidentiality and information handling protocols to protect patient and client information.
Can you book into medical systems?
Yes. Depending on your setup, we can integrate with or work alongside your existing medical or practice management systems.
Can you handle urgent calls?
Yes. We follow customised escalation procedures to prioritise urgent or emergency calls appropriately.
Do you offer appointment confirmations?
Yes. We provide outbound appointment confirmation and reminder services.
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