1-888-GO-ANSWER checks all the boxes for a quality call center service: It maintains a basic answering service, a more sophisticated slate of inbound features, and outbound services for telemarketing campaigns and market research. This call center caters to a wide range of business sizes and call volumes. If none of the preset pricing plans appeal to you, you can negotiate a custom plan with a sales representative.
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The company's inbound services include customer support and helpdesk services, as well as taking orders and basic answering services. The company promises agents will always answer incoming calls within three rings, and the call center operates 24/7/365 with no additional charge for nights, weekends or holidays. 1-888-GO-ANSWER offers high-quality service at a reasonable price with exceptional customer service, which has made it our best pick for inbound call center services.
Pricing and Fees
1-888-GO-ANSWER offers several pricing plans, which are billed on the basis of minutes per month. Each plan can be upgraded or downgraded as needed, depending on your call volume, or canceled at any time without a termination fee. These are 1-888-GO-ANSWER's plans:
- Pay as You Go: $50 per month, plus $1.15 per minute
- 100 minutes: $110 per month, plus $1.15 for each minute beyond 100
- 250 minutes: $250 per month, plus $1 for each minute beyond 250
- 500 minutes: $475 per month, plus 95 cents for each minute beyond 500
- 1,000 minutes: $900 per month, plus 95 cents for each minute beyond 1,000
- 2,500 minutes: $2,200 per month, plus 90 cents for each minute beyond 2,500
- 5,000 minutes: $4,200 per month, plus 90 cents for each minute beyond 5,000
- 10,000 minutes: $8,200 per month, plus 90 cents for each minute beyond 10,000
- Custom plans can also be discussed but require a quote from a sales representative.
Every plan listed above requires a one-time $75 setup fee as well. Each plan includes call patching, online portal access, bilingual English/Spanish-speaking agents, email message delivery, text message delivery, and access to the AlwaysOn mobile app.
1-888-GO-ANSWER bills in one-second increments, meaning it doesn't round up to the nearest minute. Moreover, it only bills for actual call time; once an agent hangs up the phone, billable time stops. Many call centers also bill for agent work time, which includes tasks completed on your account after the call ends, but 1-888-GO-ANSWER does not. It does not upcharge for night, weekend or holiday service either.
Other features include an interactive voice response menu for 15 cents per minute, subaccounts for $10 per month, and additional phone numbers for $10 per month. Each of these prices are for shared agents and inbound services. Dedicated agents, which perform outbound campaigns and work only for your company, cost significantly more.
Call Center Services
This call center offers a wide range of inbound services, with agents available 24/7/365 to help your customers. The call center takes customer calls, manages your messages, and patches calls at no added cost. Agents can also take and process credit card orders through an e-commerce website. Agents fluent in both English and Spanish are also available as part of your pricing plan.
1-888-GO-ANSWER has a wide selection of the standard features we looked for, including the ability to set appointments of various types, such as medical and installation appointments. For sensitive businesses, such as healthcare practitioners and legal counsel, 1-888-GO-ANSWER is private and secure, adhering to the healthcare industry's HIPAA regulatory standards.
1-888-GO-ANSWER's most basic answering service can capture more information from your callers to provide not just a layer of professionalism, but a marketing tool. Answering services allow you to forward your calls to a pool of shared agents who answer on your behalf, using a script and intake form provided to them. Any messages and information taken down are then forwarded to you, allowing you to follow up on your own time and store the caller's contact information for marketing purposes.
You can use toll-free or local numbers. If your business operates primarily online, a toll-free number gives you a national presence and encourages customers to call for help. If you are a local service, you can let your customers know that you are a part of their community by using a specific area code.
If you have a large, global customer base, 1-888-GO-ANSWER's international answering services may be a good fit for your company. The agents speak clear and understandable English, and there are representatives who are fluent in Spanish and French. In case you need further language support, 1-888-GO-ANSWER contracts with a third-party translator service.
1-888-GO-ANSWER also offers a wide variety of outbound call center solutions, which is good for large and midsize companies. Companies of any size can take advantage of the customer feedback service where an agent calls past customers to get an impression of their likes and dislikes about your service or product. It also offers lead generation services – agents can gauge customer interest in your brand and help you with sales. However, 1-888-GO-ANSWER does not offer cold calling services, meaning you must have a list of already-captured leads for the company to work from.
With 1-888-GO-ANSWER, you'll have full access to reports on your outsourced call center operations around the clock. You can log in through both the web-based dashboard and the company's mobile app, AlwaysOn, to obtain call logs. These logs include the date and time of a call received, the name of the agent who answered the call, and the duration of the call. You can also access a full recording of every call to ensure your customers are receiving the quality service you expect. Overall, 1-888-GO-ANSWER is among the most transparent companies in our review.
Our customer service experience with 1-888-GO-ANSWER was excellent. We were given a thorough rundown of not only the company's services, but also typically hidden fees like agent work time, billing increments and call patching. When we explained we were only researching and not yet committing to partner with any company, the representative was understanding and continued to spend a great deal of time with us discussing 1-888-GO-ANSWER's services. He was forthcoming each time the company would not be able to perform a certain service or if that service would be ineffective and overly expensive for our estimated volume of 20-30 calls per day.
Representatives are available for client support by phone at any time. The call center also offers email and live chat support, although live chat is not always available. When we did get through to ask questions via live chat, the agents were helpful and easy to work with.
One major limitation we encountered with 1-888-GO-ANSWER is that email and live web chat support are only available with the more expensive dedicated agent model. Unless you pay the hourly rate for a dedicated agent (assuming you meet the minimum volume to do so), you can't use 1-888-GO-ANSWER to support your email or web chat customer channels.
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