Inbound · Live answering
Answered as your company, in under 20 seconds, at three in the morning
A named team picks up as your business, on your greeting, and does what your own front desk would do: takes the message, books the slot, transfers the call that cannot wait. Around the clock, from a secured floor, working inside your own calendar, CRM or helpdesk rather than emailing you transcripts to re-key.
28s
Average speed of answer across the industry; the standard SLA is 80% of calls answered within 20 seconds
LiveAgent, Nuacom, 2026
What is set up before the first call is answered
Six things agreed with you in week one. Together they decide whether a caller can tell the difference between us and your own desk.
Answered in under 20 seconds, 24/7
01
Greeting
Your company name, your wording, your tone, read the way your own receptionist would say it, and checked on QA every week.
02
Call flow
What happens for each reason a person calls: sales, support, billing, an emergency. Who gets a message, who gets a transfer, who gets booked.
03
Escalation list
Named people, their numbers and their hours, with a fallback for each, so an urgent call reaches a person rather than a voicemail.
04
Systems
Messages and bookings written into your CRM, calendar or helpdesk during the call, not sent as a transcript for someone to re-key.
05
Hours
Full 24/7, after-hours only, or overflow when your own desk is engaged. The roster follows your call curve, not a shift pattern.
06
Knowledge
Your top intents, prices, addresses and policies, kept current from the questions callers actually ask.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Discovery call
Week 1
Twenty minutes on call volume by hour, the reasons people call and who must be reached for what. We agree the greeting, the flows and the hours.
Step 2. Script and system access
Weeks 2–3
Greeting and flows written and signed off. Escalation list confirmed. Agents get scoped access to your calendar, CRM or helpdesk and train on your top intents.
Step 3. Pilot with live QA
Week 4
A small team answers live. Every call is scored on answer speed, accuracy of the message and the right escalation, and the flows are corrected daily.
Step 4. Full cover and reporting
Week 5 onward
The roster scales to your curve. You get a weekly report on answer speed, abandonment and messages by type, and a monthly service review.
What you receive
Calls answered in under 20 seconds, around the clock, reported weekly against that figure
Every message written into your CRM, calendar or helpdesk during the call
Warm transfers for the calls you name as urgent, to the people on your escalation list
Appointments booked straight into your calendar, with a confirmation to the caller
Weekly report: answer speed, abandonment, calls by reason, messages by recipient
Recordings and QA scorecards open to your team
Asked about live answering
The questions this service raises on the first call.
Will callers know they have reached an answering service?
Not from anything we say. Agents answer with your greeting, work from your flows and see the same record your own desk sees. If a caller asks directly, agents answer honestly, and that wording is agreed with you in the script.
Can you cover only nights and weekends?
Yes. After-hours only, overflow when your own desk is engaged, or full 24/7. Overflow is triggered by your phone system: calls forward to us after a ring count you set, or when your queue is full.
How do messages reach me?
They are written into the system you already use, during the call, with the caller's number, the reason and what was promised. Messages you mark as urgent also go by SMS or phone to whoever is on your escalation list for that hour.
What can agents actually do on a call?
Take a message, book an appointment, answer questions from your knowledge base and warm-transfer the calls you have named as urgent. Anything that needs a decision only you can make is escalated rather than guessed at.
Where do the agents work?
From secured floors in our own offices, never from home. Every seat is on a clean-desk floor with no phones, no paper and no removable media, and agents pass a background and reference check before they get floor access.
Usually run alongside
Medical answering
Patient intake, triage routing and after-hours cover under a signed BAA.
Chat support
Live chat on your site and in-app, inside your existing helpdesk.
Callbacks
Missed calls, abandoned carts and stale form fills, worked the same day.
Appointment setting
We book qualified meetings straight into your reps' calendars.
Get a quote for live answering.
Live answering is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.