Let Trained Agents Answer Your Customers
A dedicated voice team that picks up the phone, solves what it can and escalates the rest by your rules.
Final pricing depends on hours, shift timing, campaign difficulty, experience required and coverage. Telecom billed separately.
What usually prompts the call
Calls ring out while your team is busy with the work that actually pays. Voicemail turns into callbacks, callbacks turn into missed customers, and nobody has time to fix it.
How this service works
A small dedicated voice team answers the phone in your business name, works from talking points you approve, resolves the routine questions in front of them and hands anything sensitive straight to your internal team.
What agents do
Scope is agreed in writing during onboarding. Agents work within it and escalate anything outside it.
- Answer incoming calls in your business name
- Answer product and service questions from approved material
- Account support and profile updates within permitted limits
- Order status, delivery and fulfilment questions
- Appointment booking into your calendar
- Service scheduling and rescheduling
- Basic troubleshooting from a documented decision tree
- Escalation to your internal team by agreed rules
- CRM notes on every conversation
- Ticket creation in your helpdesk
- Call disposition and outcome tagging
Ideal for
This service tends to fit businesses in the following positions.
- Businesses missing calls during busy periods or staff holidays
- Owner-operated companies where the phone interrupts billable work
- Service businesses that need every enquiry captured and booked
- Ecommerce brands handling order and delivery questions by phone
- Teams that want phone coverage before committing to a local hire
What actually happens, step by step
Your version of this is agreed during onboarding — this is the shape it usually takes.
- Call arrives The call reaches your dedicated agent through your phone system or a number configured for the campaign.
- Identify and verify The agent greets in your business name and confirms the caller against the checks you define.
- Resolve or route Routine questions are answered from approved material. Anything outside scope follows your escalation path.
- Act in your systems The agent books, updates, reschedules or raises a ticket inside the tools you have granted access to.
- Document A CRM note and a call disposition are recorded so the next person has full context.
- Report Volumes, outcomes and escalations are summarised in your agreed reporting format.
Cover the hours that actually matter
Overnight and weekend shifts carry a premium. We show it as a separate line in the quote rather than folding it into the headline rate.
Business hours
Standard coverage across your working day, in your time zone.
After hours
Evening cover for customers who call once their own working day ends.
Overflow
Agents pick up only when your internal line is busy or unanswered.
Weekend
Saturday and Sunday cover, quoted separately from weekday hours.
Custom shifts
Split shifts, partial days or peak-hour-only cover built around your call pattern.
What you get back
Reporting is agreed during onboarding and built around what you will actually read. For this service it typically covers:
- Calls answered and handled, by shift
- Outcome and disposition breakdown
- Escalations raised, with reasons
- Appointments or tickets created
- Agent availability and attendance
Inbound Customer Support FAQs
Can agents answer using my business name?
Yes. Agents work to a greeting you approve during onboarding and answer as part of your business, not as a third party.
Do I need to provide a phone system?
You can use your existing phone system by giving agents an extension or seat, or we can configure a number and routing for the campaign. Telecom costs for numbers and minutes are billed separately from agent hours.
What happens with calls the agents cannot resolve?
They follow the escalation rules you set during onboarding. That usually means a warm transfer, a logged ticket with priority, or an immediate notification to a named person on your side.
Can agents take payment details over the phone?
Not by default. Payment handling requires specific controls and separate agreement, and we will not claim a payment-card certification we do not hold. Discuss it during scoping and we will tell you plainly what is and is not possible.
How many calls can one agent handle?
It depends on call length and complexity. A short order-status call and a fifteen-minute troubleshooting call are very different loads. Share your average handling time and daily volume and we will recommend an agent count rather than guessing.
Often combined with
Most crews cover more than one channel. Combining an asynchronous channel with a live one usually gets more from the same hours.
After-Hours Support
Evening, overnight and weekend coverage across calls, chat and tickets.
From $4.99/hrOverflow Support
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From $2.99/hrCommon in these industries
Related reading
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9 min readRead →See exactly how this team gets built
Discovery, team design, agent selection, training, launch, QA, reporting and scaling — every stage has its own page.