FAQ Wakefield - Raines Virtual Office
 
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Services : FAQ

FAQ Raines Business Centre In this section we answer frequently asked questions about the various Raines Virtual Services :-

Call Answering
How does the Virtual Office Operate for Call Answering?
Would you tell them that it was an answering service?
Can you take messages as part of a marketing/sales campaign?
Can calls be transferred to my mobile?
What happens out of office hours?
Are there any other costs to the Service?
What do I need to do to set up the Subscription and how quickly can it be done?
What length of contract do I have to take out?
Is it possible to have a shorter contract to cover my holidays?
When can I give notice to cease the service?
What times can I call for my messages?
Is it possible to use other services of the Centre?
Are there any other services or benefits?

Mail
How does the Virtual Office Operate for Mail?
Are there any other costs to the Mail Service?
Is there a Fax Service?
What do I need to do to set up the Subscription and how quickly can it be done?
What length of contract do I have to take out?
When can I give notice to cease the service?
What address do I use?
What times can I collected mail?
Is it possible to use other services of the Centre?
Are there any other services or benefits?

How does the Virtual Office Operate for Call Answering?

Raines provides a telephone number which is answered in whatever title you wish. The caller will be treated in same way as if they were employed by you. You can be assured that they will professionally handle your caller and ensure under your instructions how the call is answered and handled.

Would you tell them that it was an answering service?
No, we certainly would not. We would say that the person they wish to speak to was not available and offer them the chance to leave a message. We do recommend to you that the more information the Receptionist has about you and the business, the better they are to answer the call. Once the Receptionist knows how and when you pick up your messages can be a great help in reassuring the caller that their messages will be received by you at a particular time.

Can you take messages as part of a marketing/sales campaign?
This is possible depending on the volume of calls expected at anyone time. We have a separate price for this type of work. If the volume was great we provide you with a separate number and have the calls answered by another trained person.

Can calls be transferred to my mobile?
All calls can be either answered by us and then transferred or automatically transferred when you want them. There will be a charge from Raines House to your mobile telephone based on a charge of 4p per BT Unit.

What happens out of office hours?
This depends on your own preference. Most clients wish calls to be directed to their mobile number or land line. There is a cost of a call from Raines House to the number you select charged at 4p per BT Unit. However you may wish for the call to ring out. The decision is yours.

Are there any other costs to the Service?
Yes there are telephone handling charges, email and call charges. Where you ask us to forward messages by telephone or email we make a small charge for handling and a call cost depending on length of call. These charges are 75p per call with a BT unit charged at 10p, normally covers the cost. Email is charged at 10p per message.

What do I need to do to set up the Subscription and how quickly can it be done?
You can set a Subscription up at any time, even on the day you visit the Centre. All we require is some form of identification i.e. passport or driving licence together with a utility bill for proof of address. Other bills that are regularly sent to you would be acceptable if you did not receive utility bills. Where you require us to forward on mail or messages a small deposit would be required. This would be based on the expected level of service. Any unused deposit after all charges had been made would be refunded as and when termination of the contract took place.

Payment in cash, cheque or credit card. All future payments would be by Direct Debit and we would require you to complete a mandate at the same time as completing the Subscriber Form. Payment of monthly service charges to cover forwarding charges would be collected on the 14th of the following month of the invoice date.

What length of contract do I have to take out?
The contract is a rolling 3 months.

Is it possible to have a shorter contract to cover my holidays?
Yes we can provide the service. All you would need to do is divert all your incoming calls to a dedicated Raines Business Centre number. Ask for details and costs.

When can I give notice to cease the service?
You are required to give us 1 calendar months notice. This should given in letter form on the last day of the month prior to the end date on your current invoice

You do not need to include the name Raines Business Centre. All mail is sorted at the main reception each morning.

What times can I call for my messages?
You can collect anytime between 08.30 and 17.30 Monday to Friday.

Is it possible to use other services of the Centre?
Raines staff would be pleased to assist in providing meeting rooms, hot desking ( short time need of a desk, telephone and internet connection), administrative and secretarial back up, photocopy and postal services such as stamps. These would be all subject to the terms and conditions associated the various services.

Are there any other services or benefits?
There are a number of services including being able to set up virtual facilities in other parts of the UK and the rest of the world for you. We can also secure meeting rooms at discounted prices subject to availability. Raines Recruitment and Training offer Permanent and Temporary Staff as well as computer training at 10%.

Other benefits are being added all the time and presently include car hire upgrades, Midland Mainline discounted travel, stationery discounts. A news letter keeping you informed of developments both at the centre and in the officering business.


How does the Virtual Office Operate for Mail?
Raines Staff treat your clients in same way as they would if employed by you. You can be assured that they professionally handle your mail and ensure under your instructions what happens when mail and parcels arrive at the Centre.

We are required by Law to register all mail received. This means recording details of when and where the mail was posted together with any identification on the envelope indicating where it came from. All we ask of you is that you sign for the mail that is handed over to you. Should you wish your mail to be forward, a summary sheet will be enclosed in the envelope detailing what has been sent.

If you need someone other than the person signing the Subscriber Agreement to collect the mail, we require a letter of authority from you. This would also apply where you wished to change the address for forwarding purposes. We ask that you call us if we do not acknowledge your request. This gives you peace of mind that we are not going to hand out mail to just anyone.

Are there any other costs to the Mail Service?
Yes there are mail and telephone handling charges, postal and call charges.
Where you ask us to forward mail by post then we make a small charge. If there is more than 10 items of mail per day we then charge per extra envelope. If the amount of mail is considerable i.e. response to mail shot we discuss with you what arrangement and costs would be applicable.

Is there a Fax Service?
Yes we can both receive and send faxes. When sending the identification put on the fax states Raines Business Centre. Charges for the service would be added to your monthly services account. As a guide receiving cost 50p per page and send to the UK is £1.50 per page. There are discounts for quantity and other charges for sending other parts of the world

We record all the information both for sending and receiving which is date and time stamped. It sometimes can be helpful to find a fax number lost by asking the receptionist to view your information. There is no charge

What do I need to do to set up the Subscription and how quickly can it be done?
You can set a Subscription up at any time, even on the day you visit the Centre. All we require is some form of identification i.e. passport or driving licence together with a utility bill for proof of address. Other bills that are regularly sent to you would be acceptable if you did not receive utility bills. Where you require us to forward on mail or messages a small deposit would be required. This would be based on the expected level of service. Any unused deposit after all charges had been made would be refunded as and when termination of the contract took place.

Payment in cash, cheque or credit card. All future payments would be by Direct Debit and we would require you to complete a mandate at the same time as completing the Subscriber Form. Payment of monthly service charges to cover forwarding charges would be collected on the 14th of the following month of the invoice date.

What length of contract do I have to take out?
The contract is a rolling 3 months.

When can I give notice to cease the service?
You are required to give us 1 calendar months notice. This should given in letter form on the last day of the month prior to the end date on your current invoice

What address do I use?
The address is Raines House Denby Dale Road WAKEFIELD West Yorkshire WF1 1HR
You do not need to include the name Raines Business Centre. All mail is sorted at the main reception each morning.

What times can I collected mail?
You can collect anytime between 08.30 and 17.30 Monday to Friday. However we are only able to collect the mail from the Postal Sorting Office at around 08.30. So there may be a slight delay in receiving, sorting and entering mail into our database.

Is it possible to use other services of the Centre?
Raines staff would be pleased to assist in providing meeting rooms, hot desking ( short time need of a desk, telephone and internet connection), administrative and secretarial back up, photocopy and postal services such as stamps.

Are there any other services or benefits?
There are a number of services including being able to set up virtual facilities in other parts of the UK and the rest of the world for you. We can also secure meeting rooms at discounted prices subject to availability. Raines Recruitment and Training offer both temporary and permanent staff as well as computer training at a 10%.

Other benefits are being added all the time and presently include car hire upgrades, Midland Mainline discounted travel, stationery discounts. A Newsletter keeping you informed of developments both at the centre and in the officering business.



Raines operates in Wakefield, Leeds and surrounding West Yorkshire and Yorkshire region.
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