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On Call Escalation

Critical Support Call Answering

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Support for When Your Business Needs it Most

On-Call Escalation is an ideal solution for businesses that require assistance with their critical support hotlines. Our highly trained operators will answer calls on behalf of your business and take all the necessary details, before calling one of your team members. If the call is unsuccessful, our operators will continue calling one of your team members until someone answers. It's an excellent solution for calls that require immediate assistance, critical services, or businesses with on-call rosters.

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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.

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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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On-Call Escalation Plans

Choose from any of our ultra-competitive plans according to your call volume requirements. 

15 Included Calls

Lite

$60/Mth

Included Calls 15
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 Calls 40
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 Calls 80
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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Get Started with a Live Answering Service

Get in Touch with our team and we'll help you create the a Call Answering solution that perfectly matches your business needs.

Create a Complete Call Management Solution

Our Virtual Phone Bundle will ensure your business makes a great first impression every time.
The bundle combines a 1300 number with a live phone answering service.

1300 or 1800 Number plus Live Phone Answering

Our bundle plan allows you to choose from a range of services and has included call credits in the monthly access.

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Call Answering Services Designed for Businesses of All Sizes

On Call Escalation Frequently Asked Questions

What is On-Call Escalation?

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

How does the escalation process work?

When a call comes in, our operators answer using your custom greeting and scripting, gather essential information from the caller, and then immediately contact one of your designated team members. If the first person doesn't answer, operators will continue calling through your on-call roster until someone responds, ensuring the urgent matter is handled promptly.

Are the operators based in Australia?

Yes, all our operators and call centres are 100% Australian based. With local knowledge and training, our operators will answer your calls professionally as if they were based at your business premises.

What hours does the On-Call Escalation service operate?

The service operates 24 hours a day, 7 days a week, 365 days a year. This means your critical support line is always covered, even on major public holidays such as Christmas or New Year's Day.

How many team members can be on the escalation list?

All plans include 2 call transfer recipients as standard. If you require more people on your escalation roster, please contact us to discuss custom arrangements for your specific needs.

 

What types of businesses use On-Call Escalation?

This service is ideal for businesses with critical support hotlines, including IT support companies managing system outages, property management organisations handling after-hours emergencies, maintenance services dealing with equipment breakdowns, locksmith services for emergency callouts, and any business operating on-call rosters.

Can the service be customised to our business needs?

Yes, the phone answering scripts used by operators are fully customised to your business requirements. You can specify your custom greeting, up to 3 custom questions operators should ask callers, and configure your escalation sequence according to your on-call roster.

How quickly can the service be set up?

Setup times vary depending on the complexity of your custom scripting and escalation procedures. Contact our Business Consultants on 1300 00 1300 to discuss your specific requirements and timeline.

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Ready to Make Your Business Even More Outstanding?

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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