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Frequently Asked Questions about Phone Answering Services

Why should I get a phone answering service?

Often, customers go out of their way to reach out to your business so they could speak directly with someone who can efficiently attend to their concern. Callers expect a personal and professional touch that automated voicemails simply cannot provide. By getting a professional phone answering service, you can be assured knowing your customers can engage with your business at any time, and their concerns are always managed promptly and professionally.

How will you forward my business calls and messages?

It starts whenever a customer reaches out to your business at any given time. The call will then be redirected to our Australian-based phone answering centre with our professionally trained operators. Our operator answers in your business name, takes your caller’s details and message, and you will receive SMS and email alerts about the details of the call. With a call transferring feature, our operator can either warm transfer the call to you or take the caller’s details and send you a message which you can review later when you are available.

What are the standard inclusions of your phone answering service?

The standard inclusions of our phone answering services cover:

  • Standard Questions – Our operator asks for your caller’s name, contact number, and message. Charges apply for additional questions.
  • Personalised Greetings and Sign-off Scripts – A maximum limit of 500 characters is allocated for each script.
  • Instant SMS and Email Alerts – You will receive notifications with every call. More importantly, you can also choose specific individuals or include your entire team as recipients. Please note that charges apply for additional SMS and email recipients.
  • A Direct In-Dial (DID) Number – This is uniquely allocated to your business and non-customisable.

Can I customise my phone answering service?

Absolutely! Our phone answering services can be customised to suit your business’ needs. We offer options for personalised greetings and sign off, transfer plans, extra call packs, additional questions, or additional SMS recipients. You can switch plans or upgrade your current one with additional features any time.

You can learn more about these tailored inclusions when you visit our pricing page.

Frequently Asked Questions about Virtual Receptionist Services

Why should I get a virtual receptionist service?

A virtual receptionist service offers a cost-effective alternative to an in-house receptionist. A virtual receptionist can handle front-of-office tasks like basic phone answering, handling simple enquiries, call transferring, diary management (or appointment scheduling), overflow management, and after-hours support. A virtual receptionist service also presents a more flexible and affordable option in that you only pay for the service when you need it.

Is there a difference between your phone answering services and your virtual receptionist services?

Yes! When you sign up for either a phone answering or virtual receptionist service, a team of professional operators are assigned to handle your business calls and represent your business round-the-clock, every day of the year. However, the main difference lies in the scope of tasks that our professional operators can perform. Our phone answering services can answer your incoming calls then take messages or transfer calls depending on your availability. If you require these services plus help with more complex tasks such as answering basic enquiries, scheduling appointments, routing calls to different departments, or screening calls – then you may opt for our virtual receptionist services instead.

How much do your virtual receptionist services cost?

We offer different plans and corresponding prices depending on your business’ specifications. In general, charges included in our virtual receptionist services cover setup and usage fees. The setup fee is a once-off cost, while usage fees are time-based where you will be charged by the number of minutes spent handling calls.

These charges will be quoted on a case-by-case basis depending on how you wish to customise your service and the complexity of the setup cost.

You can get a better idea of our virtual receptionist plans and pricing here.

Is it better to outsource my receptionist services?

In most cases, yes. Aside from the significant cost-saving benefits, our virtual receptionist services also have the advantage of technology to make your admin workflows more efficient. Our virtual receptionists can seamlessly integrate with your CRM tool to gain access to customer information needed for accurate appointment scheduling, order management, and reservations. We can also scale our virtual receptionist services on a per-need basis. Meaning, you can use our services for your after-hours, holidays, or as your 24/7 solution.

In terms of efficiency, our virtual receptionists are better equipped to manage larger call volumes and capture all your incoming bookings, as compared to an on-site receptionist whose limited capacity may affect your customers’ overall call experiences.