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On-Call Escalation Service

Critical support calls answered and escalated 24/7. 

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Professional Escalation for Business-Critical Calls

Some calls simply can't wait. On-Call Escalation puts a live Australian-based operator on your critical support line around the clock, ready to answer, gather the details, and escalate straight to your on-call team, calling through your roster until someone responds. Available 24/7, 365 days a year, it's the perfect safety net that keeps urgent calls from ever being unanswered.

Emergency Call Out Services

Emergencies rarely happen at a convenient time. Whether it's a late-night breakdown, an urgent repair, or a callout that can't wait until morning, our operators answer every call, take down the key details, and connect the job straight to your on-call team, so your customers get help fast, no matter the hour.

Support Hotlines

A support line is only as good as its response time. Our operators answer your hotline 24/7, log every important detail, and connect callers to your on-call staff without delay, so system outages, urgent faults, and critical issues are actioned the moment they're reported.

Facilities Management

Keeping a facility running smoothly means being ready for problems the moment they arise. Our operators answer your calls around the clock, log the issue, and connect it directly to your on-call facilities team or contractor, ensuring faults, breakdowns, and emergencies are handled promptly, no matter the hour.

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Support for When Your Business Needs it Most

On-Call Escalation gives your business an around-the-clock support for critical and after-hours calls. Our Australian-based operators answer in your business name, take down the necessary details, and immediately call your on-call team, working through your roster until someone answers. It's ideal for critical support hotlines, emergency callouts, and any business running an on-call roster, ensuring urgent calls always reach the right person.

 

geo routing

100% Australian Based Call Centre

Our operators and call centre are located in Australia. With local knowledge and training, our operators will answer your calls as if they were based at your business premises.

After Hours Services

Operates 24/7, 365 Days a Year

Our services operate 24 hours a day, 7 days a week, 365 days a year. This means your service will always be operating, even on major public holidays such as Christmas or New Year's Day.

custom scripting no gutter

Custom Scripting and Questions

The phone answering scripts used by the operators are fully customised to your business requirements. Our flexible options are designed to meet almost any business need.

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Ideal for Critical Support Lines

On-call escalation is the perfect solution for almost any critical or after-hours call line. Whether it's for equipment breakdowns, IT outages, or late night locksmith callouts, our operators will be there to assist callers in getting the help they need.

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Live Answering Services Designed for Businesses of All Sizes

Unsure if the Service is Right for Your Business? 

Our Account Managers are here to help. Call 1300 00 1300 or enquire online, and they'll explain how a On-Call Escalation Service works and guide you toward the option that best fits your business.

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On-Call Escalation Plans

Choose from a range of ultra-competitive plans designed to suit your call volume, whether you're covering an occasional after-hours line or a busy critical support hotline. Every plan includes a custom greeting, tailored scripting, and escalation to your on-call team as standard, so you get the same reliable service at every level. Simply pick the plan that matches your needs today, and scale up or down whenever things change.

15 Included Calls

Lite

$60/Mth

Included Calls15
Additional Calls$4.00
  • Custom Greeting
  • 3 x Custom Questions
  • 2 x Call Transfer Recipients
  • SMS Message
  • Email Message
  • On-Call Rosters
  • Critical Support Service
  • After Hours Call Line
Critical Information Summary

Price excludes GST.

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40 Included Calls

Mid

$140/Mth

Included Calls40
Additional Calls$3.50
  • Custom Greeting
  • 3 x Custom Questions
  • 2 x Call Transfer Recipients
  • SMS Message
  • Email Message
  • On-Call Rosters
  • Critical Support Service
  • After Hours Call Line
Critical Information Summary

Price excludes GST.

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80 Included Calls

Pro

$256/Mth

Included Calls80
Additional Calls$3.20
  • Custom Greeting
  • 3 x Custom Questions
  • 2 x Call Transfer Recipients
  • SMS Message
  • Email Message
  • On-Call Rosters
  • Critical Support Service
  • After Hours Call Line
Critical Information Summary

Price excludes GST.

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Need a National Number to Match?

Complete the Set Up with 1300/1800 INBOUND NUMBERS

Now that every critical call is answered and escalated, make sure it's a number worth calling. Add a 1300 or 1800 number to give your support line a professional, national presence that customers can reach from anywhere in Australia. Pair it with your On-Call Escalation service and you've got the complete package: a national number backed by live operators.

1300/1800 NUMBERS

On-Call Escalation - FAQs

What is On-Call Escalation?

On-Call Escalation is a critical support call answering service. Trained Australian-based operators answer calls on behalf of your business, take all the necessary details, then immediately call your on-call team members until someone answers so urgent calls requiring immediate assistance are never missed.

How does the escalation process work?

Operators answer using your custom greeting and script, gather the essential information from the caller, then contact one of your designated team members. If the first person doesn't answer, operators keep calling through your on-call roster until someone responds.

Are the operators based in Australia?

Yes. All operators and call centres are 100% Australian based, with local knowledge and training, so calls are answered professionally as if from your own premises.

What hours does the On-Call Escalation service operate?

24 hours a day, 7 days a week, 365 days a year including major public holidays such as Christmas and New Year's Day.

How many team members can be on the escalation list?

Every plan comes with 2 call transfer recipients as standard. However, with a custom setup, you can add as many people to your escalation roster as you need. To discuss your requirements, contact one of our Account Managers on 1300 00 1300 or enquire online. 

 

What types of businesses use On-Call Escalation?

It's ideal for any business running a critical or after-hours support line. Common examples include IT support teams responding to system outages, property and body corporate managers handling after-hours emergencies, maintenance and equipment breakdown services, emergency locksmiths, and any organisation that operates an on-call roster.

Can the service be customised to our business?

Absolutely, every script is fully tailored to your business. You choose the greeting, set up to 3 custom questions for operators to ask callers, and arrange the escalation sequence to match your on-call roster.

How quickly can the service be set up?

Setup time depends on the complexity of your scripting and escalation procedures. Straightforward setups with a simple greeting, standard questions, and a short escalation list can often be ready within two business days. More detailed configurations with custom scripting, multiple escalation recipients, or specific call-handling rules may take a little longer to build and test. Our team will work with you to get everything configured correctly and confirm a realistic timeline for going live. To get started or discuss your specific requirements, please call 1300 00 1300 or enquire online.

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We'll Help You Create the Perfect Call Answering Solution

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Customer Case Study

Michael owns a body corporate organisation that manages multiple properties throughout different suburbs. The organisation receives a large number of calls every day from residents needing assistance. However, Michael's office only operates during standard business hours.

Michael directs all after hour calls to the Virtual Reception service, where one of our operators answer on behalf of his business. The operator from the virtual office then transfers the calls to the designated on-call team member. As the service is 24/7, an operator is always available to take Michael's call, no matter what time it is.

This provided Michael with a seamless call management solution, to help ensure all his residents receive the assistance they require in a timely manner.

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