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Why should I get a live call answering service?

In real estate, a prospective seller who can’t get through will often simply call the next agent on their list – and in a competitive market, that’s a lead you won’t get back.  Ensuring your calls are always answered by a real person builds confidence with prospective clients and ensures no enquiry goes cold while you’re at an inspection, with a client or out of the office.

Live call answering also allows you to screen calls, so you only receive transfers for the enquiries that matter most.  Every message is delivered instantly, so you can prioritise call-backs and stay across your pipeline without being tied to the phone.

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Do I need to sign any long-term contracts?

No. At OfficeHQ, our live call answering plans are month-to-month, with no minimum term and no cancellation fees. No penalties, no lock-in.

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Can I use your live call answering service only when I need it, rather than full time?

Yes. Many small business owners use us as overflow cover – forwarding their calls only when they’re unavailable or busy on another call. Others use our services temporarily when they are going away on holiday or to cover a staff member’s absence. Our services are designed to flex around how you work and your changing needs.

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How does the pricing work and will I know what I’ll be charged?

You pay a monthly subscription that includes a set number of calls (or you can start on a pay-as-you-go basis). Calls beyond your included allowance are charged at a per-call rate (for MessageExpress and MyReceptionist plans) or per-minute rate (for MyAssistant and MyDiary plans). You can track usage in real time through the online client portal or mobile app, so there are no surprises at billing time. No setup fees apply to MessageExpress or MyReceptionist plans.

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What happens if I need to pause or cancel my answering service?

There’s no lock-in contract and no cancellation fees. If you need to pause the service – during a quiet period, for example – we offer an account hold option to make it easy for you to start having us answer your calls again whenever you need it. To cancel, we just ask for at least three days’ notice before your monthly renewal date. No hoops to jump through.

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Will callers know they’ve reached a virtual receptionist?

Not unless you want them to. Our receptionists answer in your business name, using your preferred greeting, and handle calls as though they’re part of your team. Callers simply experience a friendly, professional greeting – most never realise they’re speaking with an outsourced service. We realise many small business owners worry about losing control of how their business sounds to customers, so we’ve designed our services to be a seamless extension of your team.

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How quickly can I get started with a live call answering service?

You can be up and running in minutes. Once you’ve created your account, you’ll receive a unique local number. Simply provide some business details and receptionist instructions via our online client portal or mobile app, then follow the call forwarding instructions for your telco. Our receptionists will start answering in your business name straight away. No waiting, no lengthy onboarding.

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Can you answer calls outside of Perth business hours?

Yes. Our receptionists are available 24/7, so we can answer your calls outside standard business hours – including evenings, weekends and Australian national public holidays. You choose when you want us to answer.

Standard call answering covers 8am to 6pm Monday to Friday in your local time zone. If you want us to answer your calls outside of those hours, simply let us know you’d like to activate after-hours live answering.

If you receive calls from interstate, most eastern states callers will be well into their morning before Perth business hours begin. After-hours answering ensures you never miss calls from customers who haven’t factored in the time difference. For reference, 8am to 6pm AWST translates as follows:

April to September (when various states are on standard time):

  • 10am to 8pm AEST (QLD, NSW, VIC, TAS, ACT)
  • 9.30am to 7.30pm ACST (SA, NT)

October to March (when various states are on daylight saving time):

  • 11am to 9pm AEDT (NSW, VIC, TAS, ACT)
  • 10.30am to 8.30pm ACDT (SA)
  • 10am to 8pm AEST (QLD)
  • 9.30am to 7.30pm ACST (NT)

Calls answered outside standard hours or on Australian national public holidays incur a small surcharge. See our terms and conditions for details.

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Can you answer calls outside of Sunshine Coast business hours?

Yes. Our receptionists are available 24/7, so we can answer your calls outside standard business hours – including evenings, weekends and Australian national public holidays. You choose when you want us to answer.

Standard call answering covers 8am to 6pm Monday to Friday in your local time zone. If you want us to answer your calls outside of those hours, simply let us know you’d like to activate after-hours live answering.

If you’re located on the Sunshine Coast or elsewhere in Queensland, but receive calls from interstate, 8am to 6pm translates as follows (depending on the time of year):

April to September (when the southern states are on standard time):

  • Same time for NSW, Victoria, Tasmania and the ACT (also AEST)
  • 7.30am to 5.30pm ACST (SA, NT)
  • 6am to 4pm AWST (WA)

October to March (when the southern states are on daylight saving time):

  • 9am to 7pm AEDT (NSW, VIC, TAS, ACT)
  • 8.30am to 6.30pm ACDT (SA)
  • 7.30am to 5.30pm ACST (NT)
  • 6am to 4pm AWST (WA)

Calls answered outside standard hours or on Australian national public holidays incur a small surcharge. See our terms and conditions for details.

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