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*Disclaimer: Answering Service Questions only. The meaning of life, the big bang theory, or why socks disappear in the dryer are beyond our expertise. We suggest you try Alexa, ChatGPT , or your know-it-all uncle.

Call answering service FAQs

Is there a difference between a call answering service and a call centre?2024-04-09T11:50:22-04:00

While both handle telephone calls, the call management service typically handles only inbound calls to a business; it takes messages, routes them to the business and provides essential information to callers.

In comparison, the call center handles high volumes of inbound and outbound calls for businesses. Its agents are usually trained to answer callers’ inquiries and provide support and customer prospecting.

Why should we use a call answering service?2023-04-27T12:55:27-04:00

Call answering services are helpful for businesses that receive a high volume of calls that go unanswered or want to provide 24/7 customer support without having to staff their employees around the clock. They can also be helpful for individuals who want to maintain a professional image but need more time or resources to answer their calls.

What is a “D.I.D.” (Direct Inward Dialing) number?2023-05-09T11:58:26-04:00

A “D.I.D.”(Direct Inward Dialling) number is a unique ten-digit telephone number given to the answering service customer for call forwarding their business telephone number to the service. When the D.I.D. number is triggered by an incoming call from the customer, the associated call script is presented to a trained call answering service agent.

How does a call answering service work?2023-04-27T12:55:28-04:00

When a call is received by the call answering service, a trained customer service representative will answer the call using the name of the business or professional for whom they are providing the service.

They will then handle the call according to predetermined instructions (Call Scripts), leaving the caller feeling they have reached the desired company directly and not through an intermediary service.

What is a call answering service?2023-04-27T12:55:29-04:00

A call-answering service answers incoming phone calls on behalf of another business or individual. They can be used for various purposes, such as customer service, order processing, appointment scheduling, after-hours emergency calls, etc.

What types of calls do answer services manage?

Do Call-Answering Services manage Emergency Calls?2023-05-10T15:49:07-04:00

Call service agents manage emergency calls promptly and take appropriate actions like contacting emergency services and dispatching calls to a company’s on-call staff.

Do Call-Answering Services manage Call-transferring?2023-05-09T10:39:27-04:00

As well as taking a message, transferring a call to a requested person or department is the most common answering service function.

Do Call-Answering Services manage Message-taking?2023-05-15T12:25:21-04:00

Taking messages from callers was how the call-answering service industry began. This is provided when a client’s business is closed or its employees are unavailable.

Do Call-Answering Services manage Order-taking?2023-04-27T12:55:25-04:00

Call Agents process orders from customers over the phone and provide them with confirmations.

Do Call-Answering Services manage Appointment scheduling?2023-04-27T12:55:25-04:00

Call agents are often required to schedule appointments and provide customers with information about booking availability.

Do Call-Answering Services manage General Inquiries?2023-04-27T12:55:26-04:00

Most call-answering services are generalist, responding to customer calls with general questions about the business or its services. They answer calls from all types and sizes of businesses, from owner-operator plumbing businesses to national property management companies. While the requirements may differ according to industry and size, answering services commonly handle the following calls.

What happens when you first sign up for an answering service?

Call answering service terms explained

What is an “answer/transfer” service?2023-05-09T11:31:27-04:00

An Answer/Transfer service is a scaled-down version of a regular call answering service. An agent answers a client’s call and transfers them to the requested person or department. This service is used during regular office hours to replace an in-house receptionist.

It ensures that their customers are answered by a live person rather than by an auto-attendant (press #1 for…, press #2 for…). Answer/transfer is a cost-efficient alternative to full-service call answering.

What’s the difference between a dedicated and a shared service?2023-05-10T15:50:55-04:00

Agents working in a “shared service” model are generalists. They provide services to many clients and can respond to various caller inquiries.

On the other hand, in the “dedicated service” model, agents are “dedicated” to answering calls on behalf of one customer. They are trained to provide higher levels of topic specialization that reflect the expertise of the client’s personnel.

A dedicated service costs considerably more than a shared service as it involves more training and agents.

What is a call script?2023-05-09T11:33:44-04:00

A call script is a call answering agent’s tool to manage customer calls. The content and flow of the script are customized based on the information and instructions provided to the call answering service when beginning a partnership with them.

The script leads the agent through any number of scenarios that a customer may be calling about and prompts them to gather the required information specific to that scenario. Once the call is finished, it is automatically set for dispatch, according to the nature of the call.

What is a call protocol?2024-04-15T10:50:32-04:00

A call answering service protocol refers to the client information, instructions, procedures and etiquette when managing your calls.

What are customized client reports?2023-05-15T12:24:37-04:00

Customized reports are generated to provide data based on your specific needs. For example, you can receive a breakdown of your calls by language, gender, age, city, and nature of the call. At i24, once the reports are established, they are emailed to you on a pre-set schedule.

What is an on-duty team lead?2023-05-09T11:43:24-04:00

The answering service “Team Lead” oversees a team of call management agents. They support the agents by giving feedback and mentoring.

They also ensure the accuracy and quality of inbound calls. They’re always ready to step in and assist with taking calls when necessary and responding to client inquiries and questions.

What is an on-call schedule?2023-05-10T16:02:11-04:00

This is the calendar of the client’s on-call personnel. This document lets the call management service know who it can reach at any time to route calls and messages. The script is designed to display the name of this person automatically. The client company can set the schedule according to daily, weekly or monthly rotations.

What is a call message history?2023-05-09T11:47:20-04:00

Call message history refers to the dispatch team’s actions to deliver a call to the client. This includes call-out attempts, SMS text messages, and email attempts.

What is a call dispatcher?2023-05-15T12:23:49-04:00

Call dispatchers deliver messages following the instructions you have provided.
For example. They could call you directly with a message or send you a text message. Suppose they cannot reach you or the delegated on-call person within a preset delay. In that case, the dispatcher will follow the escalation procedures until the call is ultimately handed off.

What is a call-answering agent?2023-05-09T11:55:05-04:00

A Call Answering Agent is a professionally trained customer service representative who answers incoming client calls and manages requests by providing the caller with the desired information.

What is a “D.I.D.” (Direct Inward Dialing) number?2023-05-09T11:58:26-04:00

A “D.I.D.”(Direct Inward Dialling) number is a unique ten-digit telephone number given to the answering service customer for call forwarding their business telephone number to the service. When the D.I.D. number is triggered by an incoming call from the customer, the associated call script is presented to a trained call answering service agent.

Whether you’re new or established, have one local office or multinational offices, our commitment to quality service is the same.

If you need property management call answering services or someone to monitor your after-hours calls and email web inquiries, i24 has the technology and professional talent to allow you to run your business instead of running for the phone.

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