Ways to manage calls that are longer than expected
If your bill for the previous month is higher than normal, that means your minutes used exceeded your monthly plan and you incurred charges for overages. Our plans are shown below.
|
Included Minutes |
Recurring Monthly Price |
Overage Charge |
|
125 Minutes |
$350/month |
$2.50 per additional minute |
|
250 Minutes |
$600/month |
$2.25 per additional minute |
|
500 Minutes |
$1,050/month |
$2.05 per additional minute |
|
1,000 Minutes |
$1,850/month |
$1.75 per additional minute |
Please Note: All calls are rounded up to the nearest minute and include an additional wrap up minute, during which receptionists enter relevant call notes, finish making appointments in your CRM, and take care of any final details.
If you have suddenly experienced overages, there may be several factors involved:
- Seasonality: If you get more calls during a particular time of year, your usage will increase as we do our best to never rush calls, even during busy seasons to maintain excellent service standards year round.
- Outdated or complex scripts: As your business evolves, your services or organization structure can outgrow your script. Making updates or simplifying your script can streamline calls and cut the average time per call.
- High-volume days: We may take more calls for your business on specific days. This could be due to your schedule or trends in your market. Your messaging hub includes an analytics suite in the Insights Hub that details call volume by day, outcome, need, and other details. Using this information, you can adjust when you transfer calls to us or evaluate whether you need more minutes per month.
- Scheduling in your CRM: If our receptionists have recently started scheduling appointments for you, your call usage will naturally increase as this takes more time than simple answering services. An increase in booked appointments can also lead to an overage for the same reason.
We understand that overages can be an unexpected financial responsibility. So we send notifications as you approach your limit each month. We also make it easy to upgrade or downgrade your plan on-demand to align with your busy and slow seasons.
If you want to upgrade your plan to account for expected overages, please reach out to our customer service team.