Frequently Asked Questions
Our virtual reception services operate using call forwarding, diverting, and routing principles. We start by assigning your practice a unique, dedicated number linked to Thetha Connect’s system. This setup allows you to reroute any unanswered calls from your existing landline, mobile, or VoIP numbers directly to us.
Once we receive a call, our professional team handles confidential call answering for healthcare providers. We answer in your company’s name and follow your specific instructions to manage each conversation. If needed, we’re fully equipped to facilitate call transfers.
To keep you informed, we provide a detailed email summary after each call, including the caller’s contact details and a summary of the conversation. This way, you’re always up-to-date on who has called and the nature of their inquiry.
Our call management service offers three effective methods to integrate seamlessly with your healthcare practice’s communication needs:
Public 087 Number: We assign a new 087 number that you can advertise publicly. Our professional team then manages incoming calls under your practice’s name, taking detailed messages and transferring calls to any designated destination as needed.
Call Forwarding Service: We provide you with a unique 087 number to which you can forward all calls. This ensures no important calls are missed, even when you’re unable to answer directly, delivering efficient, professional healthcare reception services.
VoIP System Integration: For practices with a VoIP system, we can seamlessly integrate with your existing setup. By providing an additional extension, you enable us to handle calls efficiently and maintain a consistent flow of communication.
All your calls are answered by our trained, professional virtual receptionists who represent your practice as dedicated virtual assistants. Each call is handled empathetically and efficiently, enhancing patient experience and supporting patient appointment scheduling for medical practices. Our team of skilled medical receptionists is trained to meet the unique needs of healthcare practices, ensuring every interaction reflects the professionalism and care your patients expect.
Missed appointments lead to lost time and revenue. Our virtual receptionists take a proactive approach by reminding patients of their upcoming appointments through both phone calls and SMS, significantly reducing no-shows in healthcare. These friendly reminders help patients stay on track, making it more likely they’ll attend their scheduled appointments and keeping your practice running smoothly.
We offer flexible call-answering packages designed to suit a variety of business needs. For detailed pricing information, please contact us. A one-time registration fee of R295 applies at signup, and our all-inclusive bundles start from just R995 per month, making our virtual reception services for healthcare both affordable and highly effective.
Yes, our agents are experienced with a range of online booking platforms. Simply provide us with your calendar login credentials, and we’ll handle patient appointment scheduling seamlessly on your behalf. This integration allows us to keep your calendar organised, ensuring a smooth scheduling experience for both you and your patients.
Our call answering service operates on a month-to-month basis and can be cancelled with just one calendar month’s notice. There are no long-term commitments, giving you the flexibility to use our services as needed.
No, an existing number isn’t required to use our phone answering service. We can provide you with a dedicated number, which you can share on your website, in your office, or through any marketing materials. From there, we’ll handle all your incoming calls seamlessly.
We’ll issue your dedicated number within one business day after you complete our simple registration process. Getting started is quick and hassle-free!
Registering is easy and involves a simple three-step process:
- Contact Us: We’ll assess your needs and recommend a suitable monthly package.
- Complete the Debit Mandate: Fill out the mandate form provided.
- Pay the Registration Fee: A one-time registration fee of R295 secures your setup.
Once completed, you’ll be ready to start benefiting from our professional call-answering services!
To activate the service, only a one-time registration fee of R295 is required.
To activate the service, only a one-time registration fee of R295 is required. After activation, usage is billed monthly based on the package you choose, with invoices issued at the end of each month. Please contact us to discuss available package options.
Yes, you can choose to use our services during specific periods of the day or week as needed. However, the minimum contracted package fee will still apply and be billed as per your selected package.
Absolutely. Patient and practice information is handled with the highest level of confidentiality and will never be shared with third parties. Our standard service agreement includes strict confidentiality measures to protect your sensitive information.
Yes, we can assist you with setting up call diversions to Thetha Connect. For Telkom and cellular handsets, simply enter a few keystrokes to activate the divert. This service supports various conditional redirects, and our team is here to help you configure them as needed.
Yes, we can assist you with this. For the Telkom 086 SMART ACCESS service, you’ll need to request destination change permission from Telkom, which is typically activated within 24 to 48 hours. This service supports various conditional diverts, and our team is here to help you set them up.
Yes, we can assist you with this. Telkom’s ForwardCall follow-me service needs to be set up, and it will typically be activated within 24 to 48 hours.
There is no limit to the number of lines or phones that can be diverted to the number we provide. You can also share this number across your marketing materials, website, and other platforms. Our virtual receptionists will answer all calls in your business’s name, ensuring a consistent, professional response.
Our professional virtual assistants are available to answer your calls from 07h30 to 17h00, Monday through Friday (excluding public holidays). After hours and on public holidays, messages will be recorded and emailed to you at the start of the next business day, ensuring you stay informed even when the office is closed.
Yes, this option is available as part of Thetha Connect’s Auto Attendant service. After-hours voicemails can be customised to greet callers in your business name, ensuring a consistent professional image. This feature is optional and can be tailored to your preferences.
Yes, all calls are recorded and securely stored for a maximum period of 30 days.
No, recorded calls are only emailed upon request and are subject to a minimal fee per recording.
Yes, a small fee applies for each requested recording, which will be provided via email.
We can work with your VoIP service provider to add an additional extension dedicated to Thetha Connect. Our team will answer incoming calls from this extension, and calls can then be transferred to any of your existing extensions as needed.
The first 95 minutes of call transfers are free, with a charge of R2.50 per minute thereafter. If you have your own VoIP service provider, no call transfer fees will apply.
Yes, we can facilitate conference calls for you. Simply have your participants dial the number we provided for your business.
Yes, you can port your Telkom landline or VoIP number to Thetha Connect’s services. However, cellular numbers are not eligible for porting in this context. To initiate the porting process, please contact us, and we will guide you through the necessary steps to ensure a seamless transition.
Yes, we can work with your service provider to add an additional virtual extension dedicated to Thetha Connect. This allows us to answer incoming calls on your behalf and transfer them to your other existing VoIP extensions. Since these transfers are on-net, they are completely free of charge. Each call is announced, and transfers are only completed if you’re available to take them. If not, our agent will handle the call and provide you with a detailed message.
Yes, you can keep your existing number and simply forward or divert your calls to the 087 number we issue to your company. This setup allows you to maintain continuity with your current number while benefiting from Thetha Connect’s services.
A primary agent will be assigned to your business, making every effort to handle your calls personally. However, all agents have full access to your call-answering instructions. If your primary agent’s line is busy, another agent will step in to ensure no calls go unanswered, maintaining seamless service for your business.
Yes, our agents are experienced with a variety of online booking platforms, not just Google Calendar. You only need to provide us with your calendar login credentials, and we’ll manage your scheduling seamlessly.
We email you transcripts of any voicemails received after hours at the start of the next business day. Additionally, we offer a customised after-hours voicemail service, where we record a script in your business’s voice for calls received after hours. We can also set up an after-hours divert to route calls received after 17h00 to your mobile or any designated number.
Yes, all calls are announced before transfer and will only be connected if you are available to take the call. If you’re unavailable, our agent will handle the call and send you a detailed message.
At Thetha Connect, our primary focus is on handling inbound calls. However, we’re open to exploring specific needs you may have for outbound calls. Please share your requirements with us, and we can discuss how we might assist. Please note, we do not offer cold calling or sales call services.
Thetha Connect integrates SMS and WhatsApp messaging with email to provide detailed call summaries. After each call, an all-inclusive summary is generated, including the caller’s name, phone number, and a brief overview of the conversation. SMS and WhatsApp messaging is available as a paid add-on to our standard email service, providing a stable and reliable way to keep you informed.