Frequently Asked Questions

The Best Call Center is a Live Telephone Answering Service where professional and friendly receptionists answer the phone on your behalf and take care of all your calls just as you want them to. We provide 24-hour live answering service for companies like yours all across the country. Our service ensures that you’re not relying on answering machines or automated systems when dealing with current and potential customers. In fact, it is so real that your callers will think that the operator is right in your office.

We take your success personally. Our team serves as a lifeline to our customers, empowering them to achieve their goals and grow their businesses. We ensure that you and your clients get nothing but exceptional answering services. For us, learning and improving our service to satisfy our clients’ needs is a continuous process. We always look to learn from both our achievements and failures. Doing what is right for the right reasons and taking good care of you and your customers are what matters most to us. We work with our customers to create an effective strategy that going to bring the results you’re looking to achieve.

The professional operators at The Best Call Center will be there to answer all your calls 24/7/365. The advantage of outsourcing our services over hiring an in-house receptionist is that all your calls will be answered by an available live operator no matter what time of day the call comes in. You’ll never experience the issues of missed calls because someone was occupied by another task or on another line.

Hiring The Best Call Center means that you get a team of live answering operators at a fraction of the cost of hiring an in-house team, plus you will be saving on other costs related to hiring an employee, such as social security benefits, health insurance, and potential. Also, this means that you won’t have to worry about how you’ll have to cover an employee’s vacation time or sick days. Our operators will always available, leaving you worry-free.

The live operators at The Best Call Center are simply the best in the business. We only employ brilliant service professionals who delight in making others happy. We spend more time than the industry average on training our team and this means that your calls are answered by individuals who are equipped with the skills and experience your business needs to scale to greater heights. We also give them the technology tools needed to handle your calls with the perfect mix of professionalism and friendliness.

No! All our agents work from our call center. We understand that confidentiality is paramount, and we wouldn’t want anything to jeopardize your privacy. We try as we can to keep your information safe and secure. Moreover, we believe that you wouldn’t want your callers to hear doorbells, ringing cell phones, crying babies, or even barking dogs in the background. Our focus is giving you the best representation.

The virtual receptionists at The Best Call Center are committed to creating a real, meaningful connection with your callers. Your team at The Best call Center can receive calls and offer assistance to your caller, take messages, return calls on your behalf, gather basic caller details, and answer common caller questions.

Yes, we do capture the caller ID for each incoming call. Moreover, in cases where the caller ID is Blocked, we request for the caller’s phone number as part of your script.

No! There are no set up fees and no security deposits.

Yes, our live operators will take care of any phone calls you are missing. It could be that you are on another call or simply unable to your phone because you are busy at that particular time. Our professional receptionists will take the message and deliver it to you or the proper member of your staff instantly via email or text message. Every single phone call diverted to The Best Call Center will be answered irrespective of your situation at the time of the call.

Yes. We help our clients handle instances of call overflow. There are businesses that only want their calls answered when they’re not in a position to. If, for instance, you are on another call, have stepped out of the office for an hour, or simply have too many calls at the same time, we can help you with that. Our system allows you to set up your diversion to us if the phone is busy/engaged or when it rings for more than a specified period of time. Our live operators will answer the phone as if they were sitting right in your office. No matter what your circumstances, never miss that important call again!

Yes, you are the reason we are here. You can use our service for an hour, a day, a week, or a month. Just whenever you need our help, we’ll be there for you.

Yes, if you want us to, we can answer the phone and explain that you are in a meeting, take the caller’s message, and forward it to you by phone, text or email instantly.

You can have your messages texted or emailed to you, or both. Messages will also be available on your dashboard. Also, if you have a voicemail on your mobile phone or at your office, we can always transfer there.

We relay your message immediately we take it. We don’t consider the answering service complete until we take this vital step. 

Set up takes less than 15 minutes. No waiting for 5 business days to get things up and running. The Best Call Center is the only answering service that offers instant activation for your call service account. Our wizard makes it easy and you don’t have to settle for anything less than instant. Once the setup is complete, you can direct or divert your calls to The Best Call Center and we will handle them to your specified requirements. Get live answering now.

In addition to sending a weekly or even daily report with a summary of your messages, we also make available them on your online portal. You can get comprehensive reports and real-time analytics that display all of your incoming calls. The reports show how every call was handled, the caller ID, date and time. You can easily access historical data to make informed business decisions. This also helps you get a snapshot of your business and be able to predict future outcomes based on previous performance.  Furthermore, you can access and export a comprehensive call history report detailing calls by billable time, calls by region, calls by date and time, duration, frequent callers, and more.

Yes, with our services, you have the option of downgrading or upgrading to a subscription that’s suitable for your requirements and budget.

No. At The Best Call Center, we don’t lock our customers into lengthy contrast or agreements. Instead, we offer a month to month agreement with no contracts. Our clients stay with us because they see value in what we do.

We have a fully automated billing system. We accept credit card payments including, Visa, MasterCard, and AMEX. You can view all the invoices in real time on the dashboard, but we also send your invoice each month via the email.

Yes, we can transfer phone calls to any staff member on any phone, anywhere in the country. It is possible to have contacts added on your service for each staff member who is to receive transferred calls or messages. Also, contacts can have a department specified to allow for proper routing of messages based on the department requested by the caller. It is easy to add and update contact details at any given time through the dashboard. The Best Call Center can as well configure dedicated logins that allow staff members to manage their message preferences and availability.

Our clientele base ranges from sole traders and small businesses to large enterprises. We support a wide range of business industries, including Legal, Healthcare, Real Estate and Property, Constructions and Remodeling, Bail Bonds, Plumbing, and Lock Smith.

Yes, our team consists of highly experienced receptionists who can make appointments on your behalf. This service works best for professionals who greatly depend on appointments being made and kept up to date while they’re working with their clients. We manage the process in an efficient and user-friendly manner. You just give access to the scheduling software you are using and our operators will work 24/7 to ensure that all the interested parties fill a slot on your calendar. What’s more, you can easily access the online calendar in real-time, from any internet connection.

Yes. We have proven scripts that allow us to answer basic questions such as website address, fax number, prices, directions to your business premise and other general questions. You can as well provide us with personalized, comprehensive call scripts and answers to FAQs that will help us respond to questions asked by your callers before taking messages or transferring calls to your office.

When setting up your personal account, we will closely work with you to define what circumstances are considered an emergency and also how those urgent calls should be routed. This can be done in a manner that requires such calls to be dispatched through directly to a cell phone number of an individual who will handle the situation or to a designated office.  All emergency calls can be redirected to a live operator as required or dispatched to on-call staff in your office.

When your phone line at The Best Call Center rings to us, our screens immediately display information about your business straight away. This information includes the phrase that we greet the caller with, your script and operator instructions, and other vital information about your company. We then program your protocol for routine and urgent calls into our software so we can perform to your expectations every time you receive a call. This allows our operators to follow a simple step-by-step flow for each of your calls. As such, we are a professional extension of your company ensuring that callers receive the best experience with your company brand.

Yes. Our highly trained live operators provide high-quality answering service 24 hours a day, 7 days a week, 365 days a year, including holidays, after hours, weekends, and just about any time that you can’t be there. With our 24/7 service, your business is always open and we can help keep new prospective customers and even current customers from calling the competition just because no one answered their call.

Yes, we proudly offer bilingual answering services and call center solutions. Spanish is the second most spoken language in the U.S. and it doesn’t make business sense to ignore such an expansive population. Opting for 100% Bilingual, English/Spanish service could be a key driver toward a larger client base and future growth. At The Best Call Center, we understand the needs of our customers and providing a bilingual full-time staff to fluently communicate with your English- and Spanish-speaking clients and customers allows less wait time and immediate intake.

Our bilingual live operators will not just answer the phone in Spanish, but they are professionally trained to assist your clients and follow all of your protocols in Spanish. We can also customize your company’s answering service needs and those of your bilingual customers with our full range of services. At The Best Call Center, we are dedicated to offering you the support you require to infiltrate the Spanish-speaking market.

How you want to receive your messages is all up to you, and we will include the requested information when we set up your account. You are free to choose what customized information you want to be incorporated from each caller and how you will receive that information: by email, text, fax, or phone.

After you submit your application through the “Sign Up” tab, we will process your application and then send out a confirmation of receipt. Our wizard makes it easy to activate your account. You select your own local or toll-free number or can choose to forward your existing number to your new one. After that, you’ll instantly receive an email with a link that allows you to activate your account. You’ll be up and running once you’ve confirmed the instructions on how you’d like your calls to be handled.

Once your account is activated, you can forward your calls to the forwarding number anytime you want The Best Call Center to handle your calls. Or you can give out your forwarding number to your customers if you never want to answer calls yourself. Our live operators will then be ready to answer your calls and greet your callers 24/7!

We bill by the minute and we do this to ensure that our customers pay for less time on calls lasting less than a minute.

All our price plans have a base monthly fee and a given number of included live operator minutes. The base fee comprises our complete set of features bundled together. Unlike most call centers, we do not believe in nickel and diming our clients with “a la carte” fees because of the rock bottom pricing.

Examples of “a la carte” fees charged by other answering services include services like taking appointments, order taking, charging a call wrap up fee, charging for each call dispatch/transfer, charging for the entire time a patched call lasts, charging to send your messages to you any other way than email, receiving faxes and even voicemail. With The Best Call Center, there are no surprises when you receive your monthly bill.

Yes. We give each customer an exclusive number that can be used for business communications. But if you already have an existing number, you can forward your calls to us and our receptionists will answer them professionally and impeccably.

Yes. Call forwarding is available in two common forms and is set up through your local phone company who you own your number with. They include:

• Busy or No Answer Call Forwarding. This allows your calls to be forwarded to us when your line is busy or when you do not answer after a specified number of rings.  With this, you can never miss another call when you’re not available.
• Remote or manual call forwarding. You can manually turn on call forwarding from your phone, at any time. For instance, if you’ll be using our live answering service after hours or on the weekends, you will manually activate this kind of forwarding when you leave the office. This also comes in handy when you need to leave the office for a few moments.

Important to note, some phone carriers have a limit on the number of calls that can be forwarded at the same time. We highly recommend that you contact your phone company to make sure they have multiple call paths enabled.

Let’s take you through a typical example of call handling for our live agents. The phone is answered by an agent with your scripted greeting. After taking the caller’s ID, the agent then politely and briefly places the caller on hold as he/she tries to reach you. The agent will contact you or the designated staff member and asks whether any of you are available to accept the call. If available, the call is transferred immediately. But if no one is available at that time, the agent takes a written message and promptly sends it to you by email or text.

Important to note, we are open to adapting our call handling to your business, including trying multiple lines, collecting specific caller information, only taking messages, and more.  Our live operators can transfer phone calls to any phone number you provide us with, whether it’s a home line, an office line, or a cell phone. Many clients opt to furnish us with multiple phone numbers so that we can transfer calls to them in a variety of ways.

No. At The Best Call Center, we offer a simple and honest pricing rate. What sets us apart is the fact that we only bill for operator call handling time. If, for instance, your script directs us to patch or transfer calls directly to you or your staff members, we will accomplish that at no extra per call or per minute fees. Our live operators answer your calls and politely put the caller on hold as they try to reach you. As soon as the operator hangs up, the call is “patched” through to you and you will be talking with the caller as if you had answered it yourself. Once a caller is patched through to you and the receptionist hangs up, the billing stops instantly. No hidden fees.

Unlike your voicemail, The Best Call Center can perform all the duties of a receptionist, and remarkably capture new business. Believe us when we tell you, new clients in today’s era, do not leave a voicemail. When callers have urgent matters, the last thing they want to do is to talk to an automated greeting. And if the caller lands up in voicemail jail, they will hang up and call your competitor, and you’ll be losing business. We can be that live person that you callers want to talk to, reducing missed calls and capturing new leads.

Yes. Your protocol and greetings are usually customizable and can be changed immediately you call in, email our support crew, or submit a support ticket through your dashboard. You just need to let us know how you would prefer your phone calls to be handled and we’ll make the adjustments immediately.

In the event that you opt to cancel your answering service, kindly send us your cancelation request via email. From that moment on, you won’t be billed again, except if you had overage calls from the previous months. Moreover, it’s important to ensure that you deactivate your call forwarding to the exclusive number you were issued to avoid any future charges. But if there is anything we can do to preserve our working relationship, please call us at 800-385-4656 or fill out the online contact form.