FAQs / Featured, Virtual Reception Services

Are all calls answered locally?

Yes – if you’re on a MyAssistant or MyDiary plan, all calls are answered within Australasia mostly by receptionists with New Zealand or Australian accents. For MessageExpress and MyReceptionist plans, calls are always answered locally whenever possible – and that’s the case for the majority of calls – with overflow support available from our teams in the UK and the US during unforeseen peaks in call volumes.

This enables us to ensure your calls are always answered as fast as possible, reducing the risk of call abandonment. We know Average Speed of Answer (ASA) is very important to our clients and one of our key differentiators is that we’re able to answer calls in under 10 seconds, on average.

We hold ourselves to a higher standard than most of our competitors and we’re one of the few answering service companies with a global presence, coupled with enterprise-grade call answering software. This combination enables us to provide seamless global call routing capability for your benefit.

Our local staffing levels are always intended to cover the expected call volumes, however on occasions when no local receptionist is available to answer within an acceptable timeframe the call will be routed to an equally skilled receptionist in the UK or the US. Rest assured, these are also highly-trained employees, who are held to the same excellent quality standards. Your calls aren’t answered by contractors, nor are they sent to places like India or the Philippines.

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