FAQs - Live Answering & Messaging Services

• Can your operators pretend that they work for me?
• Can your operators answer questions about my business, ask questions of the caller, make appointments and act as my PA?
• If a caller doesn't leave a message, will the call be included in my monthly plan quota?

Can your operators pretend that they work for me?

No. This would be against the Trade Practices Act (deceptive conduct).
The operator answers your calls in your business name - and many people will automatically assume that they work for you.
However, if the caller starts asking questions ... or if you're not available asks to speak to someone else, then operators are instructed to tell the caller that they are taking messages on your behalf.

Can your operators answer questions about my business, ask questions of the caller, make appointments and act as my PA?

Yes they could, but those tasks are difficult for operators who haven't been trained in your business.

In a call centre that can have up to 200 operators working in peak times, it would be unfair to expect that each of them would be able to represent your business as though they are your full time employees.

Nobody knows your business the way you do. Our experience has shown us that it is far better to take a message for you so you can respond to your caller's needs more appropriately than the operator can.

If a caller doesn't leave a message, will the call be included in my monthly plan quota?

Yes. Unfortunately, we have no control over the caller and cannot force them to leave a message.

Our operators are paid to provide your service and answer your calls regardless of whether the caller leaves a message or not.

However, our investigations have shown that hang-ups are less likely to occur with your new customers/callers. They occur mostly with people who know you personally. These callers expect you to answer personally and when they hear a strange voice, hang up and often try to contact you by other means. To minimise this, we suggest that you let your existing customers know that you now use a Live Answering Service, request that they leave a message and assure them that you'll return their call as quickly as possible.

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