Answering Service FAQ

AnswerPro was founded in 1956 in Mission, Kansas. What started as an idea to revolutionize customer support as a whole led us to become one of the leading telephone answering services and call centers in the country. Our vast experience of more than 60 years and customized call center solutions is what encourages both large and small companies to enlist our award-winning services.

If you want to know what an answering service is, the best way to describe it is as an outsourced service that handles telephone answering, messaging, and dispatching. We give you peace of mind knowing that no call goes unanswered. We enable you to have more uninterrupted time to focus on the things that matter most for your business.

Ideal for all industries and business types, our award-winning answering service helps doctors, lawyers, contractors, trades professionals, small businesses, and large corporations. We can answer all of your calls, take messages, provide urgent/emergency dispatch, facilitate product orders, and schedule appointments.

Yes, you can. Our telephony platform allows us to transfer calls to your existing number and send calls to another number when necessary. This is called call forwarding, and every call that is received can be sent to a cell phone, office phone, or another person's phone.

The feature is handy if you have both an office line and a cell phone. With it, calls can be transferred to any phone you want. Whether you are on the move or unavailable, we ensure that your callers speak with a professionally trained live agent that represents your company's voice and delivers a WOW experience during every call.

The price of an answering service depends on the features and options you choose. Since we bill by time and not by call, AnswerPro can create custom packages for companies or individuals requiring specific telephone answering or dispatching support. There are a variety of monthly options to choose from. We want you to be in the right minutes' package that supports your call volume and budget while ensuring you never miss a call.

The best way to obtain the cost of an answering service is to visit our Pricing page, where you can read more details about our pricing.

Yes, we are. Our telephone answering and call center services are available around the clock and even holidays. We can answer your calls at any time, whether during regular business hours, after-hours, or on weekends.

We give you plenty of opportunities for your business to stay virtually open 24/7/365. Our team of professional call experts will act as an extension of your front office team. They can answer general inquiries, set appointments, and capture new leads for your business — to name a few.

No, we do not. All of our agents are 100% U.S. based. We have three locations conveniently located in Omaha, Kansas City, and Louisville. In addition, we have remote agents strategically located throughout the United States.

The best way to see where our offices are is to visit our Locations page. You will quickly see that wherever your offices are located, we can answer your phones regardless of city or state. We answer for many national and international companies of all sizes and industry types.

Yes, our answering services are HIPAA compliant. If you want more details about how AnswerPro ensures compliance, the best resource is our Medical page. This is where you can see in detail how we work with the Electronic Protected Health Information standards and why they are crucial for medical practices.

The main goal of our HIPAA compliant answering and call center service is to ensure the privacy expectations of medical facilities and practitioners. Our telephony platform and training protocols allow us to protect patient data and ensure that we go above and beyond the standard expectations of securing the patients' PHI (Protected Health Information). AnswerPro stands behind every medical business as a business associate, ensuring that you are in compliance with following HIPAA regulations.

HIPAA Compliance Statement

AnswerPro is fully compliant with the HIPAA Standards for Privacy, Electronic Transactions, and Security (including the HITECH Act and the Omnibus Rule of 2013). AnswerPro has implemented policies, processes, and procedures designed to ensure compliance with Federal and State information security laws, regulations, and rules. We monitor ongoing compliance efforts and maintain various reporting mechanisms that are required by law. AnswerPro recognizes that we are a vital business partner with our clients. We will continue to provide all of our various programs and services required of all state and federal laws and regulations, including as applicable HIPAA.

Yes. Our Appointment Scheduling feature helps you make the most of all of your schedule requests. We will answer your phone as if we are a member of your in-house staff. We can schedule appointments, reschedule, handle cancelation requests, and confirm upcoming appointments.

It depends on whether you require a dedicated team or a part of our shared service. We always do our best to allocate as many call agents as necessary for each client based on their call volume and needs. If you choose our Call Overflow services during peak times, you can be rest assured knowing that there will always be an agent to answer the phone on your behalf.

We work with all types of businesses, regardless of their size or type of industry. Our Industries page is the best way to see which kinds of companies and industries we work with most.

From small businesses, large enterprise corporations, contractors, service providers, real estate agents, plumbers, etc., we can satisfy every caller's needs and exceed their expectations — every time and every call.

Yes, our call center solutions are designed to help businesses stay in touch with their callers, whether during a peak season or if you happen to have more calls coming in randomly. You can select a custom plan that supports your particular call volume and budget.

You have complete control as to when we answer your calls. Whether during after-hours or for call overflow, we’ve got you covered.

All of our virtual receptionists and call agents go through extensive onboarding and ongoing training. Each agent must complete a comprehensive training program facilitated by our industry’s governing entity, the Association of TeleServices International (ATSI).

Included in this training is a requirement that all agents and receptionists complete a HIPAA compliance curriculum. Once an agent successfully passes their final examination, they are deemed professionally certified by ATSI.

Yes. Our receptionists are fluent in English and Spanish and can assist your callers in their native language — removing any potential communication barriers. This is one of our main competitive advantages because the business landscape and the Spanish-speaking population in the United States continue to grow.

Yes. Our on-call scheduling service relieves you from the stress of having to hire an in-house team to organize schedules. We ensure the right on-call technician or professional is contacted at the right time, every time.

We can also support your HR department with streamlining employee attendance records and provide other confidential hotlines.

Our employee reporting solutions give you a dedicated phone line that your employees can call to report tardiness and absences and provide medical leave updates. Our agents will answer this line and forward the information to the respective department, supervisor, or group.