Your business, answered properly.
Australian receptionists answer your phone in your business name and get every caller to the right next step, even when the call does not follow the script.
The cost of a missed call
A caller cannot tell the difference between busy and closed.
They just ring the next business on the list.
On the tools
That call you missed at 10:40 booked someone else by 10:45.
You are under a house with a wrench in one hand. Crawl out, clean up, answer, or let it go. You let it go, and by the time you are back in the ute it is a voicemail nobody left.
Front desk
Your front desk cannot be two people. We are the second one.
A patient is mid payment at the counter, line two is on hold, and room three is running late. The phone ringing does not sound like opportunity. It sounds like an accusation.
Professional services
New clients ring two firms. They engage the one that answered.
You are in a meeting with your phone face down. A first enquiry worth years of fees rings out and dials the next name on the search results instead.
What actually happens
Four steps, and you decide all of them.
Nothing is improvised. Your call plan is written down, approved by you, and followed on every call.
On answer
We answer in your name
Your greeting, your business name, inside your covered hours. The caller never learns we exist.
First questions
We work out what they need
The questions you chose, asked in the order you chose, so a real job is never mistaken for a price shopper.
Close of call
We finish it, we do not park it
Booked, transferred, escalated or taken as a message, according to your rules and not our judgement of the moment.
Within the minute
You get the outcome in writing
What the caller wanted and what we did about it, by SMS or email, on every single call.
Control
You sign off the rules before we answer a single call.
Most answering services ask you to trust their people. We would rather you checked our instructions.
The greeting
Word for word, as your own staff would say it.
What we may never say
Prices, timeframes, diagnoses, advice. If it is off limits, we write it down as off limits.
What counts as urgent
You define it. Urgent calls reach a named person, not an inbox.
Who to escalate to
A primary contact and a backup, so an urgent call never has one point of failure.
What we may book
Which jobs, which windows, which staff, and what we must confirm first.
When to stop and ask
Anything outside the plan is escalated rather than guessed. That rule is not negotiable.
Questions
The things people ask before they forward a single call.
Do your receptionists work in Australia?
Yes. Every call is answered in Australia by a person, not an automated voice. Callers hear your business name, not ours.
What is a call plan?
A call plan is the written set of decisions we follow on your behalf: how to greet callers, what to ask, when to book, when to transfer, when to escalate, and what we are never to say or promise. You approve it before we answer a single call, and you can change it whenever you like.
Do I have to send you all my calls?
No. Most clients start by forwarding only the calls their own team does not pick up. Your mobile keeps working exactly as it does now. We handle the overflow.
What happens when a call does not fit the plan?
We escalate it rather than invent an answer. Every plan names a primary and a backup contact, and defines which situations must reach you straight away. Guessing is not one of the options.
How is this different from an AI receptionist?
An automated system is good at calls that follow the expected shape. The calls that cost you money are the ones that do not: the urgent job described badly, the price shopper, the upset existing customer asking for something nobody is authorised to promise. Those calls need judgement inside a set of rules, which is exactly what we provide.
Will you book jobs into my system?
On the plans that include booking, yes. We enter the job or appointment into your calendar or job management system to the rules you set, and you receive the outcome of the call in writing.
Send us the calls you cannot take.
Tell us what your phone does to your day. We will write you a call plan and show you exactly how those calls would be handled.