Below you will find some of the more commonly asked questions by customers when considering VoiceNation Live ^SM services. If you do not find the answer to your question in the list below then please call one of our sales specialists for further assistance.

Is there a contract to sign?
No, VoiceNation services are based on a month to month agreement.

Does VoiceNation offer 24x7 live answering?
Yes, our call centers operate 365 days a year, 24 hours a day.

Can I advertise the local or toll free number VoiceNation gives me?
Yes, we provide you with either a local or toll free number.  You can advertise this number and calls will be directed to us.  This is the preferred method if you plan on having VN Live answer all of your calls 24 hours a day.

Can I forward my existing office line or cell phone to VoiceNation?
Yes, you can forward your existing number to your VoiceNation live answering number.

There are two common types of call forwarding you can use.  These different call forwarding types are setup through your local phone company who you own your phone number with.

       Busy or No Answer Call Forwarding:  When you have programmed this type of call forwarding with your phone company, your calls will be forwarded to us when you don't answer after a certain number of rings or your line is busy.  This ensures your never miss another call when you aren't available.  

       Remote or Manual Call Forwarding:  All major phone companies allow you to manually turn on call forwarding directly from your phone at anytime.  For example, if you are only going to use VN Live after hours and on the weekends, you would need to activate this type of forwarding when you leave the office and before the weekend.  This is also convenient if you need to step away from the office for a few moments. 

**IMPORTANT**  Some phone carriers have a limit on how many calls they will allow to be forwarded at the same time.  Meaning that if you use one of the two forwarding options above, your callers may get a busy signal if more than 1 person is calling you at the same time.  In order to make sure ALL your calls get through to our live answering service, we highly suggest you contact your phone company who your forwarded lines are through and make sure they have "multiple call paths" enabled for your forwarded lines.  Most phone companies only give you one call path by default.  All you have to do is call them to have this increased, in most cases with no charge.

How do VoiceNation operators know how to handle my calls?

VoiceNation uses proprietary technology to script out your account. So when calls to your VoiceNation live answering number ring to us, your script and operator instructions are displayed on the operators screen in an easy to read software. This software allows them to follow a simple step by step flow for each of your calls. This allows us to sound as a professional extension of your company.

How does your ALL INCLUSIVE billing work?
Each of our price plans (except the Quick Start) has a base monthly fee and a certain number of included live operator minutes. This base fee for each plan includes our entire suite of Live Answering services bundled together. So unlike most call centers who nickel and dime you with “a la carte” fees after charging a low monthly rate, VoiceNation charges a flat monthly rate so there are no surprises when you get your bill each month.

Examples of these “a la carte" fees you can expect from other services are: taking appointments, charging you for each call transfer/dispatch, charging a per minute fee for the entire time a patched call lasts, order taking, paging, voicemail, holiday or weekend fees, receiving faxes and even charging to send your messages to you any way other than email. The list goes on and on.

So when you are choosing an answering service make sure you ask about “a la carte” or “extra charges” you can expect to show up on your bill each month. With VoiceNation Live, there are no surprises.

Is there an extra charge for “patching”?
No, VoiceNation Live does not believe in nickel and diming our customers, therefore there are no extra charges for patching calls. Unlike most call centers, VoiceNation Live only bills you for operator talk time. If your script requires us to transfer (patch) calls directly to you or your team members, there will be no additional per minute or per call fees. Once we have successfully connected you with your callers you are no longer being billed.

**Make sure to ask about this hidden charge when choosing your answering service.**

Does VoiceNation charge extra to answer my phones on Holidays?
No, there are no extra charges for Holidays.

How long has VoiceNation been in business?
VoiceNation has been in business since 2002.

Does VoiceNation outsource your call centers overseas?
No, all of our call centers are located here within the United States.

Once I sign up, how long does it take before my calls are being answered live?
Please allow 5 business days for your account to be live.  This may be longer than most other call centers out there, but in order for us to deliver on our promise of a quality answering service, we require all new accounts to go through a 5 step quality assurance program.  This program includes a client consultation to review your script and your company, programming and 2 full days of training our 24 hour staff on your new account.  A service that says they can have your service up and running within 24 hours can't possibly offer the quality service you expect.  You wouldn't hire a new employee and expect them to start the same day would you?

What billing increment of billing does VoiceNation use?
All live answering accounts are billed on one second increments.

Will my phones always be answered by a live operator or will they be put on hold first?
All calls are answered by a live agent 24 hours per day. We pride ourselves on having one of the lowest hold times in the industry.

How does the IVR/Auto Attendant feature option work?
This added service provides your callers with an automated greeting that will play before your calls come to our live operators. You can customize this greeting so your callers have multiple menu options to choose from. These menu options can be setup to just let callers leave messages, hear recorded information or be transferred to anyone including our operators.

The IVR option is a great way to cut the costs of the live answering minutes and sound like a Fortune 500 Company.