Outsourced Switchboard Service for UK Businesses
Let our UK-based receptionists answer your main business number, identify what each caller needs and route them to the right person, department or location.
An outsourced switchboard goes beyond basic message taking. We can follow different instructions for different types of caller, transfer calls to your team and take a detailed message when the person they need is unavailable.
You can use the service as your main reception function or alongside your own team when you need additional call-handling support.
What is an outsourced switchboard service?
It is an external reception team that becomes the first point of contact for people calling your business.
Instead of every incoming call following the same process, our receptionists can identify the reason for the call and follow the instructions you have set for that particular type of enquiry.
One caller might need transferring to sales. Another may need accounts. An existing customer might need a particular member of staff, while a supplier or general enquiry may simply require a message to be taken.
That makes an outsourced switchboard particularly useful for businesses with several employees, departments, offices or different types of incoming enquiry.
Sometimes this type of service is described as outsourced reception or a virtual receptionist. We use the term outsourced switchboard here because the important part of the service is not simply answering the call – it is deciding where that caller should go next.
From your main number to the right person
We agree the call-routing rules with you first. Your receptionists then follow those instructions whenever they answer.
Your customer calls
Calls to your existing business number are diverted to us when you want our reception team to answer them.
We answer as your business
The receptionist uses your agreed company greeting rather than answering as Connect.
We identify the enquiry
The caller is handled according to the routing and screening instructions agreed for your business.
We transfer or take a message
The call can be transferred to the appropriate person or team, with a message taken if they cannot accept it.
Different calls can follow different routes
The advantage of an outsourced switchboard is that callers do not all have to be treated the same way.
Route calls by enquiry type
Sales, accounts, customer service, bookings or another department can each have different call-handling instructions.
Transfer callers to named staff
Where appropriate, we can attempt to transfer a caller directly to the person they have asked for.
Support more than one office
Different offices, branches or locations can have separate routing instructions while callers continue to use a central point of contact.
Use a fallback when calls cannot transfer
If the intended recipient is engaged, unavailable or does not answer, we can follow the next agreed step rather than leaving the caller at a dead end.
Collect information before transferring
We can establish who is calling and why before deciding whether the call should be transferred or a message taken.
Add diary management where required
If some callers need appointments rather than a transfer, our online diary management service can form part of the agreed call process.
Your switchboard should reflect how your business actually works
We do not need to transfer every caller to the same number. The instructions can change depending on who is calling and what they need.
Transfer to sales or another agreed contact, with a message taken if nobody is available.
Identify the person or department responsible and follow the appropriate transfer or message process.
Route finance-related calls directly to the person or team responsible for them.
Transfer, take a message or collect specified details according to your instructions.
Use a general fallback process where an enquiry does not match one of the predefined routes.
These are examples rather than fixed categories. We build the process around the calls your own business receives.
Fully outsourced reception or additional support
Outsourcing the switchboard does not necessarily mean handing over every telephone call all day.
Fully outsourced switchboard
Divert your main number to us during our live answering hours and let our receptionists become the first point of contact for incoming callers.
This can remove the need for your own team to continually interrupt their work to answer and route general incoming calls.
Support for your existing team
You can also divert calls only when your own reception or office team needs additional support.
The important thing is agreeing when calls reach us and what our receptionists should do with them once they arrive.
We map out the call handling before the service goes live
A good outsourced switchboard relies on clear instructions rather than receptionists having to guess what should happen next.
During setup, we work with you to understand the people, departments and enquiry types our receptionists are likely to encounter.
- Your preferred telephone greeting
- Departments and their responsibilities
- Staff members who can receive transferred calls
- Which types of call should be transferred
- Calls that should be screened first
- What happens if somebody is unavailable
- Information to collect in a message
- Where different messages should be sent
- Different rules for particular callers or enquiries
- Any useful information receptionists may provide
If your instructions are more involved, we will work through them with you and confirm what can be handled reliably before the service starts.
One telephone number, several possible destinations
Imagine a property business receiving calls from prospective clients, existing tenants, landlords, contractors and suppliers.
Simply transferring every caller to the same person would not be much of a switchboard.
Instead, each enquiry can follow an agreed route.
Identify the enquiry and attempt to transfer the caller to the appropriate sales contact.
Establish who or what the call relates to and route it to the relevant member of the team.
Follow the separate instructions agreed for that type of call rather than sending it through the general sales route.
Collect the agreed information and send a detailed message so the appropriate person can return the call.
A failed transfer doesn’t have to become a missed call
Not everybody will be available every time we try to put a caller through.
If an agreed transfer is unanswered, engaged or cannot be completed, our receptionist can return to the caller, collect the information you require and send a message to the appropriate person or department.
Messages can be sent immediately by:
Useful for individuals, departments or shared inboxes.
Suitable where somebody needs the details directly on their mobile.
Messages can also be delivered using WhatsApp where arranged.
Call answering and outsourced switchboard are related – but not identical
The difference is mainly in how much decision-making and routing is required after the call has been answered.
| Requirement | Standard call answering | Outsourced switchboard |
|---|---|---|
| Answer in your business name | Yes | Yes |
| Take and send messages | Yes | Yes |
| Transfer selected calls | Can be included | A core part of the service |
| Several departments or destinations | Possible, but often unnecessary | Common |
| Different processes for different callers | Usually fairly simple | Often more detailed |
| Act as the main reception point | Can do | Typically the purpose of the service |
Useful when incoming calls need somewhere specific to go
Businesses with several members of staff
Once calls need to reach different people rather than one owner or manager, a structured switchboard process becomes more useful.
Businesses with different functions
Sales, accounts, operations and customer service enquiries can each have their own handling route.
Businesses with several offices or locations
A central number can give callers one consistent starting point before we direct them to the appropriate location.
Staff who are not all in one office
Calls can be routed to agreed numbers without your receptionist and the eventual recipient needing to sit in the same building.
Teams that need additional call support
You do not necessarily have to replace your own reception function. We can also complement an existing team.
Businesses with several enquiry types
When callers need different handling depending on why they are ringing, a more structured service can make sense.
What our outsourced switchboard service doesn’t mean
The service can be detailed, but it still needs to operate within a clear and practical call-handling process.
It isn’t a 24/7 live switchboard
Our UK receptionists answer live calls from 8am to 6pm, Monday to Friday. We do not currently provide live evening or weekend receptionist cover.
It isn’t an outbound calling team
Our service is designed around handling incoming calls. We do not provide general outbound calling or telesales.
We don’t guess
Receptionists work from agreed instructions. Decisions requiring specialist knowledge or professional judgement must remain with your own team.
Complexity has to remain workable
We can handle detailed routing, but overly complicated or constantly changing instructions may need simplifying before we can provide a reliable service.
How much does an outsourced switchboard cost?
The right tariff depends on your call volume and how involved the call-handling process needs to be.
A business needing straightforward transfers to a small team has different requirements from an organisation with several departments, locations and alternative routing rules.
We’ll establish the likely workload first
Tell us approximately how many calls you receive, who callers may need to reach and what should happen if a transfer is unsuccessful. We can then recommend an appropriate answering package.
Our standard service is based around monthly packages with an inclusive number of messages rather than charging for every minute spent answering routine calls. Any applicable transfer arrangements will be confirmed with you as part of the setup.
Can I try an outsourced switchboard before committing?
We offer a free trial of our call answering service for up to 30 days or 100 messages, whichever comes first.
Because a switchboard setup can involve multiple transfers and more detailed routing rules, we will first review what you want us to do and confirm what can be included in the trial.
The trial is intended for businesses genuinely considering an ongoing service rather than short-term holiday cover or a temporary campaign.
Outsourced switchboard FAQs
Will callers know that our switchboard is outsourced?
We answer using your agreed business greeting rather than introducing ourselves as Connect. The aim is for the receptionist to act as the first point of contact for your organisation.
Can you transfer calls to mobile phones?
Yes. Calls can be transferred to agreed telephone numbers, including members of staff who are working away from the main office. Transfer arrangements and any applicable charges are agreed with you when the service is set up.
What happens if somebody doesn’t answer the transferred call?
We can follow an agreed fallback process, usually returning to the caller, taking a message and sending it to the appropriate person or department.
Can different departments have different instructions?
Yes. That is one of the main reasons businesses use an outsourced switchboard. Sales, accounts, customer service and other departments can each have their own routing or message instructions.
Can you support several offices or locations?
Yes, provided there is a clear process for identifying the location or team the caller needs and suitable contact details for transferring or sending messages.
Is an outsourced switchboard the same as a virtual receptionist?
The terms overlap. A virtual receptionist can describe almost any remote telephone answering service. We use “outsourced switchboard” when the service involves more structured routing between several people, departments or locations rather than simply answering calls and taking messages.
Can you book appointments as part of the service?
Yes, where the booking process and diary are suitable. You can read more about our online diary management and appointment booking service.
What hours is the live switchboard available?
Our live UK receptionists answer calls from 8am to 6pm, Monday to Friday. We do not currently provide live receptionist answering during evenings or weekends.
Tell us how your switchboard needs to work
Let us know who calls your business, where those callers normally need to go and what should happen when somebody is unavailable. We’ll tell you how we could structure the service.