Frequently Asked Questions
Explore Common Questions About AnswerFirst
Get Answers to Our Frequently Asked Questions
Explore our comprehensive list of frequently asked questions to learn more about our company and services.
General FAQs
AnswerFirst has been providing 24/7 live answering services since 1998, giving us over 25 years of experience in the industry.
Over the years, we’ve witnessed significant changes in technology and communication, but one thing has remained constant: our commitment to connecting people with the answers they need. Through our decades of service, we’ve refined our processes, embraced innovation, and continued to prioritize exceptional customer experiences. Our longevity is a testament to our dedication to quality and the trust our clients place in us.
AnswerFirst is headquartered in Tampa, Florida, but our Customer Service Professionals (CSPs) operate from locations across the United States.
We provide a unique forwarding phone number. You forward your calls to that number, and when it rings at our contact center, our Customer Service Professionals (CSPs) will answer in your company name and follow your specific account instructions.
Yes, our services are 24/7/365 with no additional costs for nights, weekends, or holidays.
No, all of our Customer Service Professionals are located within the United States. We believe in providing the best service possible, which includes employing local, knowledgeable staff.
Yes, we provide 100% live answering services meaning real people answer your calls every time. No bots or automated systems.
Our Customer Service Professionals (CSPs) are all based in the United States, with prior customer service experience. Every CSP goes through personality testing and rigorous training to ensure they’re prepared to represent your business well. We continually review and reward our team for performance, so you can be confident your callers are always greeted by a live, professional person who’s ready to help.
90% of calls answered on the 1st ring, and a very small percentage of calls make it to a 3rd or 4th ring. We prioritize prompt and efficient responses to ensure your customers are never kept waiting.
Yes, you can view your minutes via our online portal, CWA, in real-time, 24/7/365.
Yes, you can listen to your calls via our online portal, CWA, 24/7/365. Please note that calls are available for up to 90 days.
Yes, you can make changes to your script by contacting our support team at 1-800-435-9332.
Most accounts are active and capable of messaging within one business day.
Full customization is typically completed within one to two business days from receiving your instructions and contact lists.
The following services are included with your AnswerFirst account, with no additional charge:
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- Client Web Access (CWA)
- Custom Announcements
- Multiple Delivery Methods
- Call Recordings
- Message archiving
- Account reports
- 24/7/365 Answering (Includes Holiday, Weekends & Nights)
Please visit our Sign Up page and fill out the form to get started.
Pricing FAQs
We keep our pricing simple to eliminate the burden of comparing and choosing the best plan for you.
With AnswerFirst, you pay a small monthly base rate to keep your account active, plus a per-minute rate for the services you use. The per-minute rate adjusts based on call volume and is billed one-second increments, meaning we never round up or bill you for unused time.
For more detailed information about our Pricing, please contact a Business Development Specialist.
No, we do not require you to sign a contract, and you are free to cancel at any time without penalty.
No, you do not pay extra for night, weekends, holidays etc. We are a true 24/7 answering service.
A one-time charge* may apply for businesses with complex needs. The rate is determined based on the complexity of your account and level of customization required.
Please speak with a Business Development Coordinator about your needs to determine whether a fee applies.
One forwarding number is included with your account. Each additional forwarding number is $3 per month, with no limit on how many you can add.
We offer three payment methods: credit card/debit billing, ACH checking, or you can apply for credit terms. Applying for terms may add an additional business day to your account setup turnaround time.
Answering Service FAQs
An answering service is a third-party business that answers phone calls and messages on behalf of another company. Answering services can provide information, schedule appointments, take messages, and forward calls, ensuring a positive customer experience and freeing up internal staff.
An answering service ensures you never miss an important call, which can directly impact customer satisfaction, sales, and overall business growth. It also allows your team to focus on their work while knowing that every call is handled professionally and promptly. Even a few missed calls can result in lost opportunities. An answering service provides peace of mind that every caller is attended to.
The cost of an answering service can vary based on the provider and your business needs. The most common pricing models are: per-minute, per-call, and flat-rate. You can learn more about the factors that affect cost here.
AnswerFirst operates on a pay-as-you go per-minute pricing model, meaning you’re billed by the minute for the services you use, as you use them. We bill in one-second increments (a.k.a we never round up) so you’re never charged for unused time. For example, if a call lasts 1 minute and 37 seconds, you’re billed at the per-minute rate for exactly 1 minute 37 seconds.
When you sign up with AnswerFirst, our team works to create a call script based on your specifications, requirements and dispatch protocols. You can easily adjust your account questions and dispatch protocols by contacting our support team at 1-800-435-9332.
Yes, there are many ways your messages or data can be delivered. Methods may be combined using either a monitored (receipt confirmation required) or unmonitored delivery. Choose any combination of the following delivery methods for no additional fees.
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- Phone calls
- Emails
- SMSs
- Databases
- Webhooks
- MSMs
- APIs
- Webscript calls
- Messages can also be accessed within Client Web Access (CWA) & are available for export.
Our Customer Service Professionals are equipped to escalate issues or cases to the appropriate personnel or departments within your business. This ensures that inquiries or problems are addressed efficiently and directed to the right resources for resolution.
Absolutely! It’s up to you whether you’d like us as your full-time call handling team, or just for certain calls like after-hours or overflow when your phone lines are busy. You’ll use your call forwarding features to determine when calls are routed to us.
Our answering services are designed for any business that relies on phone calls to stay connected with customers. From small businesses and healthcare organizations to legal firms and everything in between, we adapt to your business and the type of callers you serve. Whether you need simple message taking, appointment scheduling, or urgent call handling, our flexible approach ensures your callers always reach a live, professional person who understands your business.
Contact Center Service FAQs
A contact center handles customer communication for a business across multiple channels, Using advanced technology, such as CRM systems, routing, and analytics tools, contact centers ensure inquiries are handled efficiently, track customer interactions, and deliver a consistent experience.
A contact center helps businesses manage high volumes of customer interactions across multiple channels while maintaining quality, efficiency, and customer satisfaction. It supports complex workflows, integrates with CRM and help desk systems, and ensures consistent service, even during peak periods.
Our contact center supports phone, email, live chat, and more so you can communicate with customers on their preferred channel. deliver the multi-channel accessibility consumers need, with the high quality care they’ll appreciate.
Absolutely. Our contact center is scalable to handle large call volumes, seasonal demand, and unexpected spikes without compromising quality or response times.
Yes, our Customer Service Professionals are equipped to escalate issues or cases to the appropriate personnel or departments within your business. This ensures that inquiries or problems are addressed efficiently and directed to the right resources for resolution.
Yes. We provide Level 1 Help Desk Administration 24/7/365, including but not limited to: triaging incidents, opening and updating tickets, performing troubleshooting, resetting passwords via client-provided systems, and communicating ticket status and resolutions to end users.
Yes. Our contact center provides detailed reports and analytics, including call volume, resolution times, and other KPIs to help your business monitor performance and improve service.
Technology FAQs
Yes, Client Web Access (CWA) is our free online portal for AnswerFirst clients. CWA provides a secure way to log in to our web server and access your account information in real-time.
Our call center utilizes the highest data encryption and firewall technologies to ensure the integrity and security of our network, ensuring all information is safe and secure.
Our IT Department takes extraordinary measures to ensure our call center remains operational. AnswerFirst utilizes multiple redundant systems, sites, and procedures. Our infrastructure has been engineered to provide redundant networks, telephony services, and Customer Service Professionals. While our physical location and management may be affected by a disaster, our Contact Center is built to avoid major impact from a single disaster.
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- Physical Equipment: Traditional telephony switching equipment is located in at least two U.S. Data Centers in different geographical areas. This includes switching equipment, modems, and telephony connections.
- Virtual Equipment: AnswerFirst data and software applications are hosted in the cloud using the robust, redundant AWS (Amazon Web Services) infrastructure.
- Data (ISP) Circuits: Data is provided by multiple vendors in multiple formats. At least two redundant, high bandwidth data and SIP circuits are in place at all locations, both physical and virtual.
- Customer Service Professionals (CSPs): To ensure employee redundancy, AnswerFirst employs remote CSPs working throughout the United States in multiple locations. CSPs can access all the equipment mentioned above.
In the event of an emergency, we quickly notify clients via email or SMS through our robust automated communications platform.
You can sign up to receive notifications on our Status page.
Yes, privacy is of utmost importance to us. All employees sign a confidentiality agreement that remains in effect indefinitely, and our call center uses the highest data encryption and firewall technologies to ensure the integrity and security of our network. We are also HIPAA compliant, adhering to the highest standards of customer data and information protection. Clients can rest assured that their information is safe and secure.
Integrations FAQs
We offer robust integration capabilities with many popular platforms. Check out our Integrations page to see common platforms we work with, or contact a Business Development Specialist to ask about your specific software.
We offer two different integration methods: via API or the AnswerFirst Zap. Both ensure real-time data syncing, streamline your workflows, and reduce manual tasks for smoother, more efficient business operations. For more information, please visit the Integrations page.
An API (Application Programming Interface) is a tool that lets two different programs share information with each other. Think of it as a messenger that allows software systems to talk without needing to know how the other one works.
The major benefits of an API include:
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- Secure: APIs enable your software to communicate with ours without our Customer Service Professionals logging directly into your system, so your account credentials remain secure.
- No Training Required: API integrations allow our CSPs to work within our platform, eliminating the need for them to learn how to use your software.
- Reduce Errors: Information entered by our CSPs goes directly into your database, reducing the potential for errors.
- Faster Setup: Without the need to train our CSPs on your software, your account setup can be completed faster and more affordably.
Yes, not all APIs are created equal. Some software may have limitations on what can be done via their API, and we must work within these constraints. While creating new records via an API integration is usually straightforward, pulling and editing data via APIs can be more complex to set up and maintain. These integrations can be time-consuming and expensive to implement.
The technical requirements needed for an API integration depends on the scope of work, which will be determined once we identify a viable candidate for these integrations. Our Express API integrations typically require technical personnel with working knowledge of software, while our Advanced API integrations tend to require more advanced knowledge.
The AnswerFirst Zap is our Zapier integration option that lets you connect your AnswerFirst account to thousands of apps without needing extensive technical expertise or assistance. You will need a Zapier account to use Zapier Integrations, as well as a Client Web Access (CWA) account. CWA is included AnswerFirst account at no additional cost.
Yes, please visit our Zapier Integration Guide. If you still have questions or run into issues, please reach out to our team for assistance.
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