24 Answering is dedicated to providing you with a business identity that your existing and prospective clients will love. Below you can find answers to the most frequently asked questions. This section will help you to get a better idea of what our services are.

How do I get a pricing quote for my business?

You can always check our base rates at the prices page. Obviously, the prices will vary depending upon the nature of your business environment as it will consequently define the nature of interactions with your prospective and existing customers. In case you want to know how much our services would cost you specifically, please don’t hesitate to give us a call or send us en email. After asking you few questions, we will be able to analyze your business environment and provide you with a specific price of the requested services.

You offer both dedicated and shared agents. What’s the difference?

There is a significant difference between dedicated and shared environments. It all depends on what you are really looking for and what your business needs are in terms of phone answering. Dedicated agents focus entirely on your company or product line. Consequently, dedicated agents have a deeper knowledge of the company/product line, which allows them to effectively sell goods that are usually hard to sell (usually those that are expensive ones). On the other hand, shared agents answer calls on behalf of a variety of companies. If you need our agents to answer basic questions only or sell inexpensive products shared agents seem to be a better option. Before you make up your mind to choose between a dedicated and shared environment, you may want to consider the tasks you want our agents to manage.  

What your agents will answer upon customer requests?

Our agents will be answering your calls in accordance with your instructions and specifications. You decide what you want our agents to answer and how you want to follow up the calls. As soon as you provide necessary information about your business as well as your instructions, it will be saved in our computerized call center system. From that moment on when someone calls you, our agents will have your company’s information displayed on their monitors. This way our agents and operators will always be able to effectively address the needs of those calling your business.

 

If I order your answering services, can I somehow supervise your agents’ performance?

When your potential and existing clients call you, they won’t even know that their calls are redirected to 24 Answering to be answered by our agents. We understand that in such cases we are responsible for representing your company in the best light by providing friendly customer service and support. And you, as our customer, have all rights to make sure our agents handle their tasks in a professional manner since this is actually what you pay for. For this very reason we have decided to enable our customers control our agents’ performance by receiving reports that feature duration of conversations, agents’ actions to follow-up calls, live chat scripts, etc. It will also provide important information for customer interaction analytics. The reports will become available right after you start using our services, you will be able to check them at any time.

When do your agents place my callers on hold?

If you choose a dedicated environment, then we will never place your caller on hold. In a shared environment, this may happen due to the fact that our agents may be busy at the moment answering other calls. However, we have never had such situations before as we carefully plan the availability of our agents and their workload. If we place one of your callers on hold and he/she hangs up the phone while waiting, we will call back such person to apologize and provide necessary assistance.

Do I need a separate call forwarding number for every office location?

You don’t need a separate call forwarding number for each office location. Our system allows sharing your call forwarding number for multiple office locations. So you can actually integrate all of your lines into one thing. On the other hand, if you want to track your calls we would recommend having a separate call forwarding number for every office location. We can customize our system to effectively meet the needs of your business in accordance with your requirements.

Can you transfer certain calls to my phone number?

We can transfer any calls to any line upon your request. For example, if you want to manage the deals from specific customers on your own you can request to transfer such calls to your cell. In other words, you tell us in what cases you want calls to be transferred and which number you want them to be transferred to and we do it.

What if you have an unexpected call volume you cannot handle?

First and foremost, we constantly monitor the number of calls in order to plan the availability of our agents so that they could handle all of the calls. In case there arises a need for more agents to work at any point of time, we always have back up agents that are ready to start working from their home stations within 5-15 mins. So even if we have an unprecedented number of calls, we would still be able to handle them.

Any extra fees for weekends or holidays?

We never charge extra fees for calls or live chars answered on weekends, holidays or other times. One of our main priorities is affordable price. It doesn’t change.

A toll free number: Can I have one and how does it work?

A toll free number is a great way to demonstrate how much you care about your clients. With 24 Answering you can have an exclusive 800 phone number that comes with many of our services. People usually wonder if a toll free number requires the installation of an additional line. The answer is “no”. There is no need for any exclusive line for your toll free number. All your toll free number calls will be directed to our service and professionally answered by our customer service reps at 24 Answering Virtual Office. It doesn’t cost much, but it surely does say a lot about your business.

Can I use a toll free number I already own with 24 Answering?

If you do own a toll free number, you can simply hire our professionals to handle all of your incoming calls. You may also continue using your current phone company if you wish, while our staff is answering your calls. If you have to dial a pin code to access your toll free number, then it belongs to an answering service and we cannot redirect calls from such number.

Is it OK to advertise the toll free number assigned to my account?

Sure. We don’t charge extra fee for that. If you want to place the toll free number on your marketing materials to get more calls, feel free to do it.

Will I get an inbound calls statement on my monthly bill?

Any details of your incoming calls can be included onto your monthly. The number, city, and state where the call was originated from may be included as well upon your request. Please note, if a caller blocks his call by dialing "*67" such call can not be displayed.

Can I block certain area codes, say Florida or Canada?

Sure, we can block any area code that you may possibly wish. Local customers can be given your local number to call and the toll free number can be used for out-of-state calls.

Can customers from Europe call a toll free number?

Not yet. Toll Free numbers are reserved for use only within the United States and Canada.