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AnswerPro

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AnswerPro is a live answering service that’s available 24/7, 365 days a year. AnswerPro’s agents are all based in the United States, with three main hubs in Omaha, Nebraska; Kansas City, Missouri; and Louisville, Kentucky, and other remote workers located around the country.

AnswerPro provides customized solutions for clients in any industry and of any size, whether they need appointment scheduling, virtual reception service, overflow support for high volume periods, or medical triage.

Once a business decides to work with AnswerPro, the company will set up a discovery call to figure out the best option for its needs and budget. Then, AnswerPro works with the business to develop custom scripts for its agents to use when answering calls. AnswerPro then trains a team of agents, giving them important details about the business and running test calls to ensure everything is running smoothly. Once AnswerPro begins answering calls from the business’ clients and leads, the answering service continues to monitor calls for quality and accuracy.

According to the AnswerPro website, the company's agents answer 80 percent of calls within 30 seconds. Some of AnswerPro’s notable clients include Current Health, Advent Health, and St. Luke’s Hospital.

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The Good

  • Pricing
  • Available 24/7/365
  • Industry Experience
  • Agent Tenure
  • HIPAA Compliant
  • Spanish-Speaking Agents

Pricing

AnswerPro charges for its service based on time, not the number of calls answered. This is great news for businesses who may receive many short phone calls, rather than fewer long phone calls. 

Additionally, AnswerPro’s pricing model means that there’s no extra charge for its live agents being available 24/7/365. Clients aren’t charged for agent availability, only for calls agents actually answer.

Although the company doesn’t offer a free trial, AnswerPro also doesn’t require any long-term contracts. All that’s required to start service is a deposit for the first and last month. After that, an invoice is sent every 28 days, and a business can adjust its service at any time to better fit its needs.

Available 24/7/365

AnswerPro’s live agents are available to answer calls whenever needed, 24 hours a day, 7 days a week, 365 days a year, including holidays. There’s no extra charge for agents answering calls overnight, on weekends, or on holidays. No matter when a business needs help answering calls, AnswerPro agents are available.

Industry Experience

AnswerPro has been providing answering services since 1956, giving it more than 60 years of industry experience. The company has worked with businesses of every size and in every industry, including healthcare, small business, HVAC, veterinary, real estate, financial services, and legal.

Additionally, AnswerPro’s CEO, Jeffrey Zindel, has served as a board member of the Association of Teleservices International for six years, and he helped develop QATSI, a set of national standards for call centers. Businesses who work with AnswerPro can feel comfortable knowing they’re working with industry experts.

Agent Tenure

While call centers are often known for having high turnover rates, the average tenure of an AnswerPro agent is 15 years. High levels of agent experience is another advantage to working with AnswerPro. These agents are more likely to have experience in multiple industries, compared to a newer agent.

Furthermore, AnswerPro doesn’t outsource any of its calls. A business that works with AnswerPro can be confident that all of its calls will be answered by a highly trained, live agent based in the United States.

HIPAA Compliant

All of AnswerPro’s agents are HIPAA certified, so they’re ready to handle Protected Health Information (PHI). This is particularly useful for medical businesses whose calls may involve sensitive information.

Spanish-Speaking Agents

AnswerPro’s live agents can answer calls not only in English, but also in Spanish.

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The Bad

  • Billing Model

Billing Model

AnswerPro bills a base rate for the upcoming month, and then bills for usage later. This model means it can be difficult for a client to estimate how much they will end up owing AnswerPro by the end of the month. If a business happened to have a busier month and AnswerPro agents spent significantly more time on the phone with its customers, that client could end up with a much larger bill than they’re used to at the end of the month.

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The Bottom Line

AnswerPro provides professional customer service for clients of any size and in any industry, through highly trained, live agents. All of its agents are based in the United States and HIPAA-certified, and AnswerPro clients can rest assured that none of their calls will be outsourced to anyone else. 

AnswerPro has been in business for more than 60 years, and with an average agent tenure of 15 years, the company provides a level of experience that’s not common in the call center industry. In fact, AnswerPro’s CEO helped develop national standards for call centers based on what his own company was doing. 

The company offers a range of services, whether a client needs only someone to answer phones during busy times when no one else is available, or they want agents to be available all day, every day. Clients can adjust their service at any time to ensure it’s meeting their needs. And with live agents who speak Spanish and are available 24/7/365, most businesses can find what they need through AnswerPro.

One downside to AnswerPro is the way clients are billed. AnswerPro clients are billed a base rate for the upcoming month, and then charged for the time they used the service afterward. With this model, clients that have an unusually busy month could end up with a surprisingly large bill.

Because AnswerPro charges by time and not by the number of calls answered, its pricing model is ideal for clients who have a higher volume of shorter calls. Potential customers who receive fewer, longer calls, may want to look for a company that charges by number of calls instead.

But AnswerPro’s variety of options and industry experience will make it a great option for most businesses.

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