FAQ

No. Infinity Virtual Answering is proud to be a 100% Canadian owned and operated business. Our centre and all of our operators are based in London, Ontario.

At Infinity, customer service is top priority. No matter how big or small, at the outset of a partnership, we take the time to customize a program that is tailored to each client’s objectives and requirements. Support staff are always ready to provide around the clock phone answering services so any situation is handled immediately. We take pride in the way our staff respond to each call. The professionalism and accuracy demonstrated by our team is paramount to our success. Throughout the life of all our partnerships, our clients continue to benefit from our system’s agility and our commitment to continuous innovation.

We’ve been providing our customers with exceptional answering services since 1996.

Yes, depending on the average number and length of calls, rates differ. Whether you prefer coverage during business hours, after hours & weekends, 24/7 or vacation only coverage, we will customize a plan to suit your needs.

Yes, incoming calls can be processed directly on your website, CRM, or any web-enabled database if you so choose. Our CSR’s can even “chat” with potential customers who are viewing your website.

We have many options available for you to receive your messages. You can get them by email, fax, text messaging, cell phones; just about any way you can imagine.

Yes, clients are provided with their own Direct Inward Dial (DID) phone number. This allows our software to immediately recognize your calls and provides our team with instructions as to how to properly answer and handle them. It’s simple and easy… you just call forward your telephone line(s) to the DID number we assign you.

Yes, our technology allows us to handle calls to and from anywhere in the world.

No, we provide phone answering and virtual receptionist services; our staff are trained to provide exceptional customer service; however, they are not salespeople. Of course, this does involve some outbound calls, in relation to dispatching, service coordination, and appointment reminders, or even warm lead qualification, but we are not inside salespeople.

Set up for basic accounts ranges from same day up to 3 business days, depending on the complexity of the programming. If you reach out with your ideas, we would be happy to provide you with an accurate estimate for implementation.

Our billing works a lot like your cell phone provider’s. We invoice once monthly, around the 27th of each month. Monthly base plans are charged in advance, with usage being billed from the 21st of the previous month through to the 20th of the current month.

For example: Around January 27th, you get a bill for service for February, as well as any excess usage from the period of December 21st through January 20th.

Yes, our equipment is backed up by an uninterruptible power supply with several hours of battery back-up. We also have additional generator power. This means there should be no downtime for your business.

Yes, we do archive and record our messages for quality and training purposes.

As often as you like! Many clients provide monthly or even annual on call rotations, others call and advise at the end of each day. The process is up to you, all you have to do is let us know so that we are prepared to serve you.