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Call answering service FAQs
Is There A Difference Between A Call Answering Service And A Call Centre?
i24 Services go far beyond simply answering calls. We partner with businesses to truly understand their needs and deliver customized solutions. While a traditional call center typically provides generic telephone answering services, i24 offers a dedicated team committed to delivering exceptional customer service 24/7.
We take the time to learn your business in detail, craft a personalized script, train our agents to reflect your brand’s tone of voice, and follow your protocols to the letter. Our company is 100% Canadian-owned and operated, and we proudly offer fully bilingual services.
Unlike a call center, i24 is also a multichannel business solution, connecting with your customers wherever they are through services such as Telephone Answering, Email[NB1.1] Management, SMS Confirmation, 1-800# Responses, and Elevator Video Monitoring. We also offer API integration, allowing our system to connect to a variety of major booking software such as Jane and Go Rendez-Vous.
Why Should My Company Partner with i24?
Partnering with i24 means more than just managing missed calls. It’s about elevating your customer experience. Whether your business is growing rapidly, handling high call volumes, or simply wants to offer round-the-clock support without the overhead of 24/7 staffing, we’re here to help you stay connected.
Our services are also ideal for professionals who want to maintain a polished, responsive image but may not have the time or resources to answer every call personally. With i24, you gain a trusted partner who understands your brand, speaks your language, and ensures every interaction reflects the quality and care your customers deserve.
What Is A "D.I.D." (Direct Inward Dialing) Number?
A Direct Inward Dialing (D.I.D.) number is a unique ten-digit telephone number assigned to your business for seamless call forwarding to our answering service. When a call is placed to your D.I.D. number, it instantly activates your customized call script, ensuring our trained agents respond with precision and professionalism.
This system allows us to recognize your business immediately and deliver a tailored experience that reflects your brand’s voice and protocols.
How Does i24 Call Answering Services Work?
When a call comes in, our trained agents answer on behalf of your business. They use your name, your tone, and your protocols. From the caller’s perspective, it’s as if they’ve reached your company directly.
Every interaction is guided by a personalized call script we’ve developed with you, ensuring consistency, professionalism, and brand alignment. Whether it’s taking messages, booking appointments, or handling urgent requests, our agents follow your instructions to the letter.
All the details are set in place to ensure your customers feel taken care of, supported, and confident they’ve reached the right place day or night.
What is a call answering service?
A call answering service – or telephone answering service – is a professional solution that handles incoming calls on behalf of your business or practice.
At i24, we take this further by tailoring every interaction. Your callers won’t just reach a voice; they’ll reach a trained professional who speaks your language, follows your protocols, and represents your business with care.
Whether you’re managing high call volumes, stepping away from the office, or simply want to ensure every customer receives a prompt, polished response, we keep you connected.
From customer service and order processing to appointment scheduling and after-hours support, our call answering services are designed to meet a wide range of business needs. The goal is simple: to make sure every caller feels heard, valued, and well taken care of without adding pressure to your internal team.
What types of calls do answer services manage?
Does i24 Call Management Solutions Manage General Inquiries?
Yes—our team is fully trained in your business and ready to handle general inquiries from your customers. We act as front-line support, responding to common questions about your business, services, or operations with clarity and professionalism.
But at i24, we go beyond the basics. Our agents are trained to understand your industry language, follow your protocols, and deliver responses that feel seamless and authentic to your brand. Whether it’s a quick question or a detailed inquiry, your callers receive the attention and accuracy they expect.
We proudly serve partners of all types and sizes: from owner-operated plumbing companies to national property management firms. While the needs may vary by industry, our clients trust us to manage a wide range of calls with consistency, care, and confidence.
With i24, every call is an opportunity to reinforce your brand, build trust, and deliver exceptional service day or night.
Does i24 Call Management Solutions Manage Appointment Scheduling?
Absolutely. Our agents are trained to manage appointment scheduling with precision and professionalism. From booking a consultation to confirming availability or rescheduling an existing appointment, we handle the process seamlessly just as your in-house team would.
Through API integration, we connect our system to major booking platforms like Jane and Go Rendez-Vous. This ensures every interaction is accurate, efficient, and aligned with your brand. Your customers receive clear, helpful information and a smooth booking experience, free from delays or confusion.
Does i24 Call Management Solutions Manage Order-Taking?
Yes, we do. Our agents are trained to manage order-taking with precision, professionalism, and a strong focus on customer satisfaction. Each interaction is handled with care—from capturing order details to confirming transactions—ensuring a smooth and reliable experience.
Through API integration, our systems connect directly with your preferred ordering platforms, allowing us to follow your protocols and provide real-time support. Customers receive timely confirmations and clear communication, helping to build trust and drive repeat business.
Does i24 Call Management Solutions Manage Message-Taking?
Yes, we do. Message-taking is one of the core services that shaped the call-answering industry and it remains a vital part of our offering today.
Our agents capture caller details with care and precision, ensuring that every message is complete, accurate, and delivered promptly.
This service is especially valuable during off-hours or when your team is unavailable. We follow your preferred protocols to relay messages in real time, helping you stay connected and responsive without missing a single opportunity.
Does i24 Call Management Solutions Manage Call-Transferring?
Absolutely. Call-transferring is one of the most essential and frequently used features in our service offering. When a caller requests to speak with a specific person, department, or extension, our agents act quickly and professionally to connect them to the right destination.
We follow your exact call-routing protocols, whether that means a transfer or setting up a call-back when someone is unavailable.
Our service not only enhances the caller’s experience by reducing wait times and confusion, but also helps your team stay focused by filtering and directing calls efficiently. It’s a simple yet powerful way to maintain responsiveness and professionalism at every touchpoint.
Does i24 Call Management Solutions Manage Emergency Calls?
Yes, we do. Managing emergency calls requires speed, clarity, and the ability to think on your feet—and our agents are trained in all three. When an urgent situation arises, we become the calm voice on the other end of the line, offering reassurance when your customers need it most. We act immediately, following your company’s protocols to escalate the call appropriately.
This may involve contacting emergency services, notifying designated personnel, dispatching calls to your on-call team, or executing any other process your business relies on to deliver excellent service, even in high-pressure situations.
Our systems are built to support rapid response and accurate communication, ensuring that critical information reaches the right people without delay. It’s a vital layer of support that helps protect your business and the individuals who depend on it.
What happens when you first sign up for i24 answering service?
What Happens When You Become an i24 Partner?
We implement our 5-step process: Discovery, Customization, Training, Demonstration, and Launch.
Here’s how it works:
1. Discovery
Once you reach out—whether by email, phone, or web form—you’ll be connected with a representative who will guide you through a brief but insightful onboarding conversation. To deliver next-level service and help your business grow, we take time to understand your needs, language, and customer expectations in detail.
During this step, we’ll ask questions such as:
– How is your business operating right now?
– What types of issues are you facing?
– How many calls do you currently receive?
– How many calls do you believe are being missed?
– Are you currently using a call-answering service?
– What is your current process? Do you have on-call staff?
– What key information should we collect from your callers?
2. Customization
With your answers in hand, we tailor every detail to fit your company’s needs. This includes crafting a personalized answering script and designing a call-handling workflow that reflects your brand and operational standards.
We can accommodate specific call-routing preferences, build detailed scripts to meet unique requirements, and ensure that no detail is overlooked. Everything is built to support your business goals and customer experience.
3. Training
This is when our agents become an extension of your team. After our sales and tech teams gather all the necessary information, they pass it on to our training department.
Our training programs are thorough and ensure every agent is equipped with the correct protocols, vocabulary, and tone of voice that make your company stand out. From day one, our agents are prepared to represent your business with professionalism, accuracy, and care—so your customers never feel they’ve reached a third party.
4. Demonstration
Before going live, we walk you through your account setup in detail. You’ll see your scripts, call flows, and language standards in action, along with how our agents will manage your calls and care for your customers.
This step ensures everything meets your expectations and gives you full confidence in the service before launch.
5. Launch
Once everything is approved and you’re fully comfortable with your setup, we activate your 24/7 coverage. From this moment on, your customers are in expert hands—and your business is ready for a new era of growth, reliability, and success.
How Does i24 Bill Their Clients?
At i24, we don’t follow market-standard rates because our service isn’t market-standard. Instead, we offer a Progressive Billing Model designed for flexibility, scalability, and growth.
Like many companies, you may not be sure how many minutes you’ll need each month. Since our goal is to build long-term partnerships and deliver excellence, our model eliminates uncertainty and waste. We provide smart, scalable support tailored to your needs. You only pay for what you use. Always.
You’ll never be penalized for unused minutes or locked into oversized bundles with non-transferable time. The more you use, the less you pay per minute.
It’s pricing that adapts to your business and rewards your success.
How Does i24 Train Agents To Know What To Say To My Callers?
At i24, we don’t use generic scripts or one-size-fits-all training. Every call is guided by a customized script built around your business, your tone, and your customers’ needs. From the moment the phone rings, our agents follow a tailored greeting and a structured flow designed to gather the right information, such as the caller’s name, contact details, and reason for calling.
If a caller’s request goes beyond what the agent can resolve, we follow your escalation protocols. That might mean transferring the call, notifying a supervisor, or taking a detailed message and assuring the caller that someone qualified—like a technician or specialist—will follow up.
Our agents are trained to be friendly, empathetic, and professional in every interaction. And that training doesn’t stop at onboarding. We provide ongoing coaching and updates to ensure our team stays aligned with your evolving business, industry standards, and customer expectations.
It’s not just about answering calls, it’s about representing your brand with precision and care.
Can I Preview Scripts Before My i24 Account Goes "Live"?
Absolutely. At i24, transparency is part of the partnership. Before your account goes live, we provide a full demonstration of how your calls will be handled, from the initial “Hello” to the final “Goodbye.”
You’ll walk through your customized script and account programing, see how our agents manage caller interactions, and review the tone, language, and flow we’ve built to reflect your brand.
If adjustments are needed, this is the perfect time to fine-tune. We want you to feel confident, informed, and fully aligned before launch.
Call answering service terms explained
What is a call-answering agent?
A Call-Answering Agent is a professionally trained representative who acts as the voice of your business. They handle incoming calls with precision, warmth, and professionalism, gathering information, managing requests, and delivering the experience your customers expect.
At i24, our agents don’t just answer phones, they represent your brand. Every interaction is guided by your customized script, ensuring callers receive accurate information and feel genuinely cared for. It’s real-time support, delivered with empathy and expertise.
What is a call dispatcher?
A Call Dispatcher is the bridge between your callers and your team, especially during urgent situations and late-night emergencies. They deliver messages based on the exact instructions you’ve provided, ensuring nothing gets lost in this process.
Depending on your preferences, dispatchers can call you directly, send a text, or notify your on-call staff. If no one can be reached within a preset timeframe, they’ll follow your escalation procedures step by step until the message is successfully handed off.
It’s real-time coordination, executed with precision so your business stays responsive, even in high-pressure situations and after hours.
What is a call message history?
A Call Message History is a detailed log of how our dispatch team worked to deliver a message to you. It tracks every step—whether we called, sent a text, or emailed—so you know exactly how and when we tried to reach you.
This record ensures transparency, accountability, and peace of mind, especially when timing and follow-through matter most.
What is an on-call schedule?
An On-Call Schedule is the calendar that tells us who’s available to respond when a call comes in. especially after hours or during urgent situations. It’s how we know exactly who to reach, and when.
Your schedule can be set to rotate daily, weekly, or monthly, depending on your team’s structure. Once it’s in place, our system automatically displays the correct contact name in the script, ensuring every call is routed to the right person without delay.
It’s seamless, smart, and built to keep your business responsive around the clock
What is an on-duty team lead?
An On-Duty Team Lead is the go-to support for our call management agents—and a key player in maintaining service excellence. They oversee the team, provide real-time feedback, and mentor agents to ensure every call meets our high standards.
Team Leads also monitor call quality and accuracy, stepping in when needed to assist with live calls or respond to client inquiries. Their role keeps our operations sharp, responsive, and aligned with your expectations.
What are customized client reports?
Customized Client Reports give you the insights that matter most to your business. Whether you want a breakdown of calls by language, gender, age, city, or call type. We tailor the data to match your priorities.
Once your reporting preferences are set, we deliver these reports on a pre-scheduled basis, straight to your inbox. It’s clear, actionable information designed to help you make smarter decisions and stay in control of your customer experience.
What is a call protocol?
A Call Protocol is the set of instructions our agents follow when managing your calls. It includes your specific guidelines, procedures, and preferences. We will cover everything from how to greet callers to what questions to ask and how to handle different scenarios.
This ensures every interaction is consistent, professional, and aligned with your brand’s standards.
What is a call script?
A Call Script is the guide our agents use to manage your customer calls with consistency and care. It’s fully customized based on the information and instructions you provide when we begin our partnership.
The script walks agents through a variety of possible scenarios. It sets the correct prompts so they ask the right questions, gather the necessary details, and respond in a way that reflects your brand’s tone and standards.
Once the call wraps up, it’s automatically prepared for dispatch based on the nature of the inquiry. It’s structured, seamless, and built to deliver a great caller experience every time.
What's the difference between a dedicated and a shared service?
In a shared service model, agents are generalists. They’re trained to support multiple clients and can handle a wide range of caller inquiries with professionalism and accuracy.
In a dedicated service model, agents work exclusively for one client. They receive deeper, more specialized training to reflect the expertise and tone of your internal team.
Dedicated and shared services also differ significantly in pricing. Because dedicated service involves more extensive training and staffing, it comes at a higher cost.
Choosing the right fit for your business can be challenging, but our Sales Advisors are here to guide you through the pros and cons and help you make the best decision for your needs and goals.
What is an “answer/transfer” service?
An Answer/Transfer service is a streamlined version of a full call-answering solution. During regular office hours, a live agent answers your calls and transfers them directly to the right person or department, just like an in-house receptionist would.
It ensures your callers are greeted by a real human, not an automated menu. No “press 1 for sales” or “press 2 for support”. Instead, a warm, professional voice guides them where they need to go.
What is a “D.I.D.” (Direct Inward Dialing) number?
A Direct Inward Dialing (D.I.D.) number is a unique ten-digit telephone number assigned to your business for seamless call forwarding to our answering service. When a call is placed to your D.I.D. number, it instantly activates your customized call script, ensuring our trained agents respond with precision and professionalism.
This system allows us to recognize your business immediately and deliver a tailored experience that reflects your brand’s voice and protocols.
We don’t just deliver service.
We deliver peace of mind.
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