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Answering Service FAQ

Here is a list of some of the most frequently asked questions we get about our Answering Service and Call Center Solutions. If your question is not listed below, give us a call or submit your inquiry via our contact form, and we will follow up with you shortly.

Why Work with AnswerPro

Our Difference

If you visit Our Difference page, you will see that we have been answering phones for various industries for well over 60 years. Since 1956, we have delivered answering and call center services with enthusiasm and professionalism.

Commitment to Excellence

This commitment to excellence ensures an incredible caller experience every time. We stand out from the competition because of our unique culture, highly tenured staff, vast expertise, and customized approach to every client.

Business Solutions

One of the secrets to our success lies in the fact that we don’t work to close a sale — we want to earn your business and become a resource and partner with you for years to come. We take a consultative approach to understand your needs and create a solution that best works for you and your business.

FAQ List

Below is a list of our most frequently asked questions (FAQs) here at AnswerPro. If you do not see your particular question listed below, please reach out to us directly to get you the information you need.

How long has AnswerPro been in business?
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.
What is an Answering Service?
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.
Can I forward my existing numbers?
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.
How much does an answering service cost?
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.
Is AnswerPro available 24/7?
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.
Does AnswerPro outsource calls overseas?
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.
Are you HIPAA compliant?
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.
Can you make appointments for my business?
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.
How many members of your staff are assigned to answer my calls?
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.
What types of businesses do you work with?
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.
Can you answer calls just when we are busy?
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.
How do your virtual receptionists train to take calls for my business?
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.
Are your virtual receptionists bilingual?
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.
Can you handle on-call scheduling and employee reporting?
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.

HIPAA Compliance
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 and monitors ongoing compliance efforts and maintains various reporting mechanisms that are required by law of requested by its customers. AnswerPro recognizes that it is a key business partner with its customers and will continue to provide all of its various programs and services in accordance with the relevant requirement of all state and federal laws and regulations including as applicable HIPAA.

Let’s Discuss your Live Answering Service Needs

Contact us today and see how we can help your business grow by selecting the best answering service for your needs and budget.