Ansafone offers a full slate of inbound and outbound call services. Whether your business needs basic answering services or outbound telemarketing services, Ansafone can create a custom program to suit your needs. The company offers 24/7/365 phone support, ensuring your customers always connect with an agent regardless of when they call.
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Ansafone's base rates are on par with industry averages, but it does require considerable add-on fees for features and services that other companies commonly include with a monthly subscription. There are no long-term contracts, however, so if you want to opt out of the company's service, you simply have to provide 30 days' notice.
Pricing and Fees
Ansafone offers both shared agents who answer calls for many clients and dedicated agents who only answer on your behalf. Setup and training costs vary depending on your call volume and specific service needs. You'll need to call for an exact quote. During our testing, we were quoted a one-time fee of $250 to $750. Ansafone also charges for any time agents are working on your account, whether they are connected on a call or not. That means you are using your minutes anytime an agent is recording information associated with your account.
All plans are on a month-to-month basis, with a 30-day notice required for cancellation. There are no cancellation fees. Ansafone charges additional fees for services like bilingual support, live call patching and interactive voice response (IVR) menus. Toll-free numbers, HIPAA compliance and a client portal also represent an added per-minute or monthly cost. Some of these services were included in the base rate of other companies in our review.
Call Center Services
Ansafone offers basic answering services as well as customer support with its shared agent model. The company can also support order entry and processing through e-commerce websites on platforms like Shopify. Full customer service outsourcing might require dedicated agents, however, which are far more expensive than shared agents and require a minimum workload to contract. If you don't have a high enough call volume to warrant hiring dedicated agents, your best option is to have shared agents take down basic caller information like name, phone number, and messages and then forward them to you or your staff.
Ansafone employs dedicated agents for outbound call center services, which include lead generation, fundraising, product sales and optimized calling. The call center also uses automated services to follow up with potential customers and tracks contact history with leads so agents can stay on top of a lead's individual relationship with your company. Ansafone's call center services can augment your answering service with additional inbound functions, like manning your company's help desk or offering technical support.
Our customer service experience with Ansafone was below average. We had to ask a lot of questions to get all the information we were after, and the representative cut us off after about 20 minutes, even though our questions had not been fully answered, because he claimed he had to take another call. The representative seemed a bit detached throughout the call, especially once we explained we were not ready to make any purchasing decisions yet. We felt he could have been more engaged and forthcoming, without requiring us to ask questions that were based on extensive background research; many small business owners might not have been as well informed as we were entering the call, and likely would not have known to ask some of the questions we did, such as whether the company bills for agent work time or whether certain features represented an additional cost.
Ansafone's biggest drawback is its significant number of add-on fees for services many companies would find desirable. Bilingual support is an extra cost, as is IVR service, client web portal access, and sensitive-data security features such as HIPAA compliance. Many call centers include services like these in their monthly subscription prices, but with Ansafone they are additional costs, sometimes charging on a per-minute basis.
Ansafone's shared agents are limited in their customer service roles. If you want to fully outsource your customer service, you might require dedicated agents, which are far more expensive and require your company to meet a minimum call volume.
To get an accurate quote for your circumstances, you will need to speak with the company's sales department. While dealing with Ansafone's customer service was not terribly difficult in our experience, it did take us some time to get in touch with the appropriate representative to address our inquiries, and the customer service we received was subpar.
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