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What number will be used for my outbound calls?
If you are an existing customer, we can use the number already allocated to your account.
For new customers, we will allocate a number for outbound calls that can also receive inbound calls if someone returns the call. This creates a seamless experience for your customers and helps build trust, as calls appear to come directly from your business.
What kinds of calls can OfficeHQ make for us?
We handle a wide range of inbound and outbound calls to support your business needs. Our outbound call campaigns can include lead qualification, outbound appointment setting, scheduling confirmations, reminders, follow-ups to web inquiries, event registrations and customer surveys. If you have a specific type of call in mind, we’ll work with you to tailor our approach.
What is an outbound calling service?
An outbound calling service is when trained receptionists place calls on your behalf. Instead of you or your staff qualifying leads, confirming or scheduling appointments, or checking in with customers, we handle it for you. It’s like having an extra team dedicated to keeping your client communications timely, professional and consistent.
How does the AI answering service work?
Your business number is forwarded to our AI receptionist, who answers every call instantly using your chosen voice and custom greeting. The AI interacts naturally with callers, gathers key details such as their name, contact number and reason for calling, and can answer common questions based on information you provide.
If the AI cannot assist or the caller asks to speak with someone, the call is smoothly transferred to one of our live Australian-based receptionists. After the call, you receive a clear summary by email or SMS so you can follow up as needed.
What if a caller asks something the AI can’t answer?
If the AI is unsure how to help, it will never frustrate the caller. Depending on your preference, it can either say “Let me take your details and have someone get back to you” (and then send you the inquiry), or automatically forward the call to a human receptionist on our team or to your staff. You’re in control of how these cases are handled, and we continually update the AI’s knowledge from these interactions and your requirements.
Will my callers know they’re talking to an AI?
No, not unless you want them to. The AI speaks in a natural, human-like voice and can follow a script that you provide. Most callers will assume they’re talking to your assistant. We also configure the AI to introduce itself however you prefer; some businesses have it say “virtual assistant,” others simply use a name.
Is the AI available 24/7, even on weekends?
Yes. The AI receptionist is always on call, ready to answer inquiries any time, including after hours, weekends or during your lunch break. If a caller needs human support, our live Australian-based receptionists are also available around the clock to step in and assist.
Are all calls answered within Australia?
If you’re on a MyAssistant or MyDiary plan, the majority of calls are answered by our professional receptionists in Australia, with our UK-based team providing overflow support after hours to ensure your calls are always answered promptly.
This enables us to ensure your calls are always answered as fast as possible, reducing the risk of call abandonment. We know Average Speed of Answer (ASA) is very important to our clients and one of our key differentiators is that we’re able to answer calls in under 15 seconds, on average.
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