FAQs
The Questions We Get Most
Most people want to know three things: what it costs, who’s answering, and how fast they can start. We cover those, plus several more of the most common questions. Have a different question? Call us. Answering the phone is what we do best.
Our rate plans start as low as $29.95 per month, with a one-time $25 setup fee. You can build your own plan with our Create-A-Rate calculator so you only pay for what you actually use. No holiday surcharges. If you’re not sure, call us at 800-440-3310, and we’ll figure it out together in about five minutes. We also bill monthly, which means 12 invoices a year. Some services bill on a 28-day cycle, which works out to 13. We won’t sneak in that extra invoice.
No. We don’t ask you to sign a long-term contract. We ask for a three-month minimum and a 30-day notice if you decide to leave. That’s it. No cancellation fees, no early termination fees.
Start with any plan, and if it turns out to be the wrong fit, call us, and we’ll move you to a better one. Scale up or down at any time. No administrative fees, charges for switching, or penalty for guessing wrong. Our Create-A-Rate calculator is a good starting point, and we’ll adjust from there as your real call volume comes in.
You're never cut off. Calls keep getting answered, and any minutes over your plan are billed at your plan's overage rate, which is in your plan details before you sign up. But we'd rather you not pay overages at all. Our client success team watches your usage, and if you're consistently running over, we'll call you and move you to a plan that fits. No fees for switching, and no penalty for guessing wrong.
Yes, we answer calls around the clock, every day of the year, and no, there is no extra fee for nights, weekends, or holidays. We pay our staff holiday overtime; we don’t pass that on to you.
Absolutely. Plenty of clients use us only for nights and weekends, during lunch, or as overflow when their front desk is tied up. You control when calls come to us by forwarding your line on a schedule or only when calls go unanswered. You can also use us around the clock. It's your call, and you can change it anytime.
A live, professionally trained Contact Agent, every time, unless you decide to have some calls answered by Bella, our AI platform. Our live agents work from a script built for your account, under active supervision and quality monitoring on every shift, no matter when your call comes in. Every call is handled to the same standard: answered promptly, with your instructions on the screen in front of them.
We'll answer exactly the way you tell us to. Most clients have us answer in their company name, so callers never know we're not sitting in your office. You choose how messages reach you: email, text to your mobile, delivery to voicemail, or a direct call from our staff for urgent items. And you can change it anytime.
If your calls involve patient or other protected health information, we deliver those messages through encrypted email or secure texting instead of standard text or email.
Our core service focuses on answering calls and delivering messages. If you need appointment setting, lead qualification, or more complex call handling, our sister company Customer Contact Services is built for exactly that, and we'll make the introduction ourselves.
Yes. We work with medical practices and healthcare organizations every day, and we'll sign a Business Associate Agreement (BAA) before we take your first call. Patient-related calls are handled by US-based agents trained in HIPAA privacy requirements, and messages containing patient information are delivered securely, never by standard text. Just let us know during setup that your business handles protected health information, and we'll configure your account accordingly.
Bella is our AI platform that works in two ways. First, she assists our live Contact Agents in the background, transcribing, gathering call intelligence, and monitoring calls in real time to ensure your instructions are consistently followed and call quality remains high. Second, Bella is our automated IVR call-handling platform that you can use to answer your calls during spikes in call volume or for repetitive, routine inquiries.
We offer three options: US-based, nearshore, and offshore. Most accounts are handled by a shared pool drawing from all three; that’s part of what keeps plans at $29.95. If you prefer your calls handled by US-based agents only, that’s available at a higher rate. Wherever your Contact Agent sits, they work from your script, under the same training, monitoring, and quality standards.
Yes. Spanish-speaking Contact Agents are available for an additional monthly fee, depending on your plan volume. Call 800-440-3310 for pricing. Let us know during setup if many of your callers speak Spanish, and we'll build your account so those calls reach an agent who can help them in their language.
Faster than you think. You’ll talk with an account manager who learns your business and how you want calls handled. We then build your script and program your account. Most customers are live within one business day. Call 800-440-3310, and we’ll get started today.
Still Have Questions?
Call Us. We’ll Pick Up.
No phone tree. No waiting for days for a callback. Talk with someone who can answer your questions and build you a plan in about five minutes.