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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.

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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


Small

Up to 50 minutes per month

Medium

Up to 200 minutes per month

Large

Up to 500 minutes per month

Extra Large

Up to 800 minutes per month

Enterprise

900+ minutes per month

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 now
MyAssistant 20
$95*

per month

Includes 20 minutes

Excess: $2.99/minute*

Initial setup from $50 depending on complexity

Ideal for sole traders & small businesses with low call volumes

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MyAssistant 50
$165*

per month

Includes 50 minutes

Excess: $2.99/minute*

Initial setup from $50 depending on complexity

Ideal if you average about 20 calls 1-3 minutes long each month

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MyAssistant 150
$380*

per month

Includes 150 minutes

Excess: $2.99/minute*

Initial setup from $50 depending on complexity

Ideal if you average about 60 calls 1-3 minutes long each month

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MyAssistant 200
$495*

per month

Includes 200 minutes

Excess: $2.99/minute*

Initial setup from $50 depending on complexity

Ideal if you average about 80 calls 1-3 minutes long each month

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MyAssistant 300
$730*

per month

Includes 300 minutes

Excess: $2.95/minute*

Initial setup from $50 depending on complexity

Perfect for many medium to large businesses in Australia

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MyAssistant 400
$950*

per month

Includes 400 minutes

Excess: $2.95/minute*

Initial setup from $50 depending on complexity

Perfect for many medium to large businesses in Australia

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MyAssistant 500
$1,165*

per month

Includes 500 minutes

Excess: $2.95/minute*

Initial setup from $50 depending on complexity

Perfect for many medium to large businesses in Australia

Enquire now
MyAssistant 600
$1,395*

per month

Includes 600 minutes

Excess: $2.95/minute*

Initial setup from $50 depending on complexity

Ideal if a significant amount of time is typically spent with each caller

Enquire now
MyAssistant 700
$1,610*

per month

Includes 700 minutes

Excess: $2.95/minute*

Initial setup from $50 depending on complexity

Ideal if a significant amount of time is typically spent with each caller

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MyAssistant 800
$1,835*

per month

Includes 800 minutes

Excess: $2.85/minute*

Initial setup from $50 depending on complexity

Ideal if a significant amount of time is typically spent with each caller

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MyAssistant 900
$2,050*

per month

Includes 900 minutes

Excess: $2.85/minute*

Initial setup from $50 depending on complexity

Best value for organisations & companies with high call volumes

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MyAssistant 1000
$2,270*

per month

Includes 1,000 minutes

Excess: $2.85/minute*

Initial setup from $50 depending on complexity

Best value for organisations & companies with high call volumes

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Higher volume plan
Corporate packages

If 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 now

How it works

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

Escalation management in conjunction with a call answering service is designed to ensure urgent matters can be dealt with as fast as possible. This involves the implementation of customised processes to fit your business requirements, but essentially requires your nominated team members to confirm when escalation notifications have been received to prevent a call or issue being escalated any further. You specify the personnel, sequence and contact methods (such as SMS, email or calls) for escalation notifications.

Yes. Our customisable service is fully adaptable to your unique requirements and operational procedures. Through our scripting tool, you have the ability to implement tailored filters, ensuring that only the calls warranting immediate action are escalated. Call filters may include factors such as:

  • The urgency of the issue
  • The type of issues reported
  • The company the caller represents
  • Any other criteria that may warrant triggering an escalation

When calls do not meet the escalation criteria, the receptionist may:

  • Send a standard message to you via email or SMS, without any confirmation required
  • Advise the callers to phone again during standard business hours, if that’s your preference for any such calls received after hours

Absolutely. We can implement time-of-day procedures to ensure that escalations occur only during specified periods, such as after hours and on weekends. However, if you require all calls to be escalated at all times, we can accommodate that as well.

Certainly! We can set up customised scripting to filter your calls to the appropriate procedure every time. Initially, we’ll assess your caller’s issue type and then activate the relevant escalation process accordingly.

We answer all of our clients’ phone calls in less than 10 seconds, on average, which equates to fewer than 4 rings. We take great pride in this, we set the benchmark in our industry and our speed of answer is much faster than the norm.

You sure can! We have a dedicated rostering team who can assist with these requirements. Our team can manage rosters on a daily, weekly or monthly basis to align your service with escalation staff availability. Additionally, we can utilise time-of-day routing if different staff members are assigned to different parts of the week.

Yes! Australian-based receptionists answer all calls for businesses with an escalation service. About 90% of our receptionists are located on the Sunshine Coast in Queensland.

What our customers love

We use OfficeHQ as our overflow and 24-hour emergency call service. Highly recommend to all business owners!
Rikai Blondel
We receive some calls after-hours from customers seeking emergency technical support and OfficeHQ’s system enables us to provide prompt assistance as required.
Callex Communications Specialists
We’ve been using OfficeHQ successfully as our inbound call centre for over five years now. We are delighted with the service.
Ger Vloothuis, Vantage Broadband

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.

escalation-management

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