On-call escalation management service
Need certainty that high-priority incidents are addressed as fast as possible? Through our escalation management service, we can screen calls, trigger alerts to nominated on-call staff as required and track their acknowledgement.
Providing you with peace of mind that business-critical messages have been received
Customised processes
Custom-built question and answer scripts, to identify and triage possible escalation scenarios.
Recipient confirmation
We send alerts to the people you nominate, in the order you specify, requesting they acknowledge receipt.
Roster integration
If your on-call representatives keep changing, we can integrate your escalations with our rostering service.
Local answering
Your calls are always answered by Australian-based agents and your customer data remains on-shore.
24/7 availability
Escalations services are available 24/7, including after-hours, during weekends and public holidays.
Fast speed of answer
Even at high volumes, your calls are answered in an average of 10 seconds or less, which is industry-leading.
Fast and effective call escalation, regardless of your industry
We realise that different industries, and each business within them, have different escalation needs.
For councils, this may relate to managing disasters, responding to hazards or lone worker safety.
In facilities maintenance, it may be about ensuring you can help people stuck in a lift as soon as possible.
For an IT firm, it could be that your after-hours on-call technician needs to be alerted to a client’s urgent need for business-critical helpdesk support.
Or, if you’re a plumber or electrician, you may require emergency call-out fees to be accepted before being disturbed at night.
Whatever your needs, we can help.
MyAssistant packages with
call escalation management
Essential for ensuring urgent messages get delivered ASAP
MyAssistant
$49*per month
Pay as you go
$2.99/minute*
Initial setup from $50 depending on complexity
A great starting package if your call lengths or volumes are unknown
Enquire nowMyAssistant 20
$85*per month
Includes 20 minutes
Excess: $2.85/minute*
Initial setup from $50 depending on complexity
Ideal for sole traders & small businesses with low call volumes
Enquire nowMyAssistant 50
$150*per month
Includes 50 minutes
Excess: $2.85/minute*
Initial setup from $50 depending on complexity
Ideal if you average about 20 calls 1-3 minutes long each month
Enquire nowMyAssistant 100
$245*per month
Includes 100 minutes
Excess: $2.85/minute*
Initial setup from $50 depending on complexity
Ideal if you average about 40 calls 1-3 minutes long each month
Enquire nowMyAssistant 150
$350*per month
Includes 150 minutes
Excess: $2.75/minute*
Initial setup from $50 depending on complexity
Ideal if you average about 60 calls 1-3 minutes long each month
Enquire nowMyAssistant 200
$460*per month
Includes 200 minutes
Excess: $2.75/minute*
Initial setup from $50 depending on complexity
Ideal if you average about 80 calls 1-3 minutes long each month
Enquire nowMyAssistant 300
$675*per month
Includes 300 minutes
Excess: $2.70/minute*
Initial setup from $50 depending on complexity
Perfect for many medium to large businesses in Australia
Enquire nowMyAssistant 400
$880*per month
Includes 400 minutes
Excess: $2.70/minute*
Initial setup from $50 depending on complexity
Perfect for many medium to large businesses in Australia
Enquire nowMyAssistant 500
$1,080*per month
Includes 500 minutes
Excess: $2.70/minute*
Initial setup from $50 depending on complexity
Perfect for many medium to large businesses in Australia
Enquire nowMyAssistant 600
$1,295*per month
Includes 600 minutes
Excess: $2.70/minute*
Initial setup from $50 depending on complexity
Ideal if a significant amount of time is typically spent with each caller
Enquire nowMyAssistant 700
$1,495*per month
Includes 700 minutes
Excess: $2.70/minute*
Initial setup from $50 depending on complexity
Ideal if a significant amount of time is typically spent with each caller
Enquire nowMyAssistant 800
$1,705*per month
Includes 800 minutes
Excess: $2.65/minute*
Initial setup from $50 depending on complexity
Ideal if a significant amount of time is typically spent with each caller
Enquire nowMyAssistant 900
$1,905*per month
Includes 900 minutes
Excess: $2.65/minute*
Initial setup from $50 depending on complexity
Best value for organisations & companies with high call volumes
Enquire nowMyAssistant 1000
$2,100*per month
Includes 1,000 minutes
Excess: $2.65/minute*
Initial setup from $50 depending on complexity
Best value for organisations & companies with high call volumes
Enquire nowHigher volume plan
Corporate packagesIf you’re needing a call answering virtual assistant service that caters for more than 1,000 minutes per month, then you’ll want to ask about our high-volume discounts
Enquire nowHow it works
Escalation setup
We work with you to identify which events need to be escalated if they occur. For example, a lift emergency, an IT outage or an after-hours plumbing incident. Then we transform it into a repeatable script for your approval. You can make a test call to ensure the script is flowing to your satisfaction.
Customer calls you
By forwarding your business phone to the unique number we provide, we’ll know when an incoming escalation call is for you. You can forward all calls to us or just those you can’t get to.
We answer for you
Our friendly and professional Australian-based receptionists will answer your business calls with your preferred greeting and execute your call script, 24/7 if you wish. If an escalation scenario is identified, we will notify your nominated on-call representatives, in your preferred order.
We confirm delivery
We keep trying your nominated contacts until we receive confirmation our message has been received or until your stipulated timeframe has passed. A record of all calls and messages sent will be available within your client portal.
Bundle your on-call escalation service
+ Phone numbers
Set up virtual inbound numbers for different locations or, if you require a national presence, a 1300 number or free call 1800 number.
+ Virtual address
Choose a virtual business address to expand your presence geographically, without expensive overheads or the need to relocate.
FAQs
What our customers love
Trusted by more than 25,000 businesses
Find out more
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Want to try our call answering services for free?
Put Australia’s leading virtual receptionist solution to the test! We’re ready to answer your phone FREE for 7 days.
Want to try our call answering services for free?
Put Australia’s leading virtual receptionist solution to the test! We’re ready to answer your phone FREE for 7 days.
What does the free trial include?
Our free trial is based on our MyReceptionist service, with professional receptionists able to take messages and transfer calls based on your availability settings.