Answering Services and Call Center Frequently Asked Questions

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Answering Services and Call Center Frequently Asked Questions

Is there a contract to sign?
No.  Telephone messaging services are based on a month to month agreement.

Does AAA Communications offer 24x7 live answering?
Yes. Our US based call centers operate 365 days a year, 24 hours a day. Holidays and weekends are included at no additional cost.

Can I advertise the local or toll free number AAA Communications gives me?
Yes. You'll choose a local or toll free number and can advertise this number so calls will be directed to us.

Can I forward my existing office line or cell phone to AAA Communications?
Of course. There are two common types of call forwarding you can use and 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 you 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 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. 

How do AAA Communications operators know how to handle my calls?

When calls to your AAA Communications live answering number ring to us, your script and operator instructions are displayed on our 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 so we sound as a professional extension of your company with your company brand in mind.

How does your INCOMING/OUTGOING billing work?
Each of our price plans 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 features bundled together. So, unlike most call centers who upcharge you with “a la carte” fees after charging a surprisingly low monthly rate, AAA Communications charges a simple monthly rate so there are no surprises when you get your monthly bill.

Is there an extra charge for “patching”?
AAA Communications does not believe in hidden charges. Unlike most call centers, AAA Communications only bills for operator call handling 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.

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

How long has AAA Communications been in business?
Since 1986 and growing every day.

Does AAA Communications outsource your call centers overseas?
All of our call centers are located in the U.S.

Once I sign up, how long does it take before my calls are being answered live?
The minute you sign up, you will receive an email with a link to instantly activate your account. You can be up and running and have AAACommunications answering your calls within hours of signing up.

What billing increment does AAA Communications use?
All live answering accounts are billed on 1 minute 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 a day. We pride ourselves on having one of the lowest hold times in the industry.

Do you bill by the minute or per call?
We bill by the minute or by the call. Both platforms are simple to understand.

How much am I charged if I go over my minutes?
Overage charges vary per plan, ranging from $.90/min. to $1.15/min.

Can I upgrade or downgrade my plan at anytime?
Yes, at anytime you can change your plan if you need more or less minutes or calls. There are no penalty fees associated with changing your plan.

How can I get my messages?
You can have your messages sent to you by email, text, fax and phone. (Fax and phone message delivery are not available on the 39for39 plan).

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Can I have a recurring report that shows all of my calls/messages?
Yes, not only can we email you a daily/weekly with a summary of your messages, you can also access this summary of messages online from your account dashboard. You will also be able to access and export a call history report which details the date, time, duration and caller ID of each incoming call.

If I start with live answering or just voicemail, can I have that number switched to another plan? So, if I start with live answering and then chose just to have voice mail, can use the same number?
The answer is YES, you can keep you same number and it can be used with any of our services if you decide to change at any time.

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