PATLive FAQ - Professional Answering Service | 24 Hour Receptionist

Frequently Asked Questions

Agents

Who will be answering my calls?

All calls are answered here in the US by our friendly and knowledgeable agents. We hire less than one percent of call center applicants, and every agent completes two weeks of intensive training before they begin taking your calls.

What can agents do on my calls?

PATLive agents are trained to delight, and we make sure they fit seamlessly into your business. Our agents can: take caller information, make appointments, take orders, give out general business information, and transfer calls. We know not every business is the same, so our live answer service is custom fit to ensure you get the most out of your phone calls.

How fast do you answer?

On average, more than 90 percent of our calls are answered in 20 seconds or less. Missed calls are missed opportunities for your business, so we take our answering speed very seriously and use some pretty advanced forecasting software to ensure that each half hour segment of the day is staffed appropriately.

Are there any exceptions to your 24/7 availability?

No, our call center is open 24 hours a day, 7 days a week - even on holidays.

How will I receive the information that agents gather from my callers?

You'll receive call summaries and messages by email (or fax if you prefer), and for more advanced call flows, we can configure your script to have agents login directly to your web-based CRM, calendar, or ecommerce or ticketing systems.

Do you specialize in any particular types of businesses or calls?

PATLive's call agents are trained to take calls for all different types of companies. Whether you're a law firm or a startup, a big business or a tiny one, our agents have the training and experience to deliver service that will wow your callers.

What kind of training do your agents receive?

We want all of our customers to be delighted by our service, and that’s why we take new agent training so seriously. All agents must successfully complete two weeks of rigorous training that involves over 60 hours of classroom time, 12 hours of shadowing time, and a comprehensive exam (we require a score of 90 or higher to pass).

How do you monitor for quality assurance?

We don’t simply stop at hiring the best and sending them into intensive training. Once our agents have been trained, each agent is assigned a coach who randomly monitors their calls to ensure every agent is meeting or exceeding our quality standards. All our calls are recorded and our agents are audited every two weeks by our most experienced veterans to ensure your business is sounding its best on every call.

How long does it take to get setup & what's involved?

We can have you set up and be answering your calls within 24 hours. Configuring your script is easy, too. If you know exactly how you want the calls to flow, tell us just that, and we can make it happen.

Need some help figuring it out? That's ok too, our team of trained script consultants will be happy to help you create the perfect script for your needs - usually in as little as fifteen minutes.

Do you offer live answer services for other languages?

Our 24/7 live answering is available only in English, but we do offer Spanish during limited hours. Please call us at (800) 775-7790 for more information on our Spanish live answering services.

Phone Numbers

Do you provide a phone number as part of the service?

Yes, all plans include your choice of a local or toll-free phone number. Additional numbers can be purchased for $5 per month.

Can I use a phone number I already have?

Yes, if you don't want to use the number we provide, you can forward an existing number to us instead.

How do I forward my callers to your call center?

If you already have a phone number that’s receiving calls, there are 3 ways to get those calls to us:

  1. You can forward the line to the number we provide you 24/7.
  2. You can forward the line to the number we provide you only during times when you don’t answer the call or the line is busy.
  3. We can port your number into our system and answer the calls directly.

What are "forwarding" minutes?

Forwarding minutes are used anytime we have a caller on your line that’s not connected to a live receptionist. A good example of this would be if we transfer a caller to you directly.

Can I take my number with me if I leave?

Absolutely, and we never charge for porting your number to another company.

Billing

Do you require a credit card for the free trial?

Yes, we collect your credit card up front so we can seamlessly transition you into your monthly service once your free trial ends. It’s one less thing for you to think about, but if you decide not to keep the service beyond the trial, you won’t be charged a thing.

Will I be billed anything if I cancel before the free trial ends?

No, our free trial is completely free! If you cancel any time during the 14 day trial period, you won’t owe anything.

Is a contract required?

No, there are no contracts or commitments.

Can I upgrade or downgrade my plan at any time?

Of course, if you ever have a need to upgrade or downgrade, just give us a call and we'll be happy to get you switched over - no fees or hassle.

What forms of payment do you accept?

We accept all major credit cards: Visa, MasterCard, Discover, and American Express.

When will I be billed?

Our monthly service is prepaid, so the fee you pay is always for the upcoming month of service (plus any overage charges from the previous month). After your free trial ends, you’ll be placed on the next available billing cycle. We have 4 billing cycles: 1st – End of the Month, 8th – 7th, 16th – 15th, and 23rd – 22nd.

How do I cancel?

We’re always sad to see a customer leave, but if you do need to cancel, just give us a call and we’ll be happy to assist you.