Cost-effective Australian inbound call centre services

Regardless of your call volumes, we can provide a 24/7 live answering solution with dedicated or shared resources to ensure you capture every lead and deliver the highest possible customer satisfaction.

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4.8 stars | 100 reviews

Why risk poor caller experience & data security offshore when you can choose onshore call centre services?

Dedicated or shared Australian-based agents

Calls are always answered in Australia unless overflow support is needed to counter unforeseen peaks in demand.

24/7 answering service with time-specific flows

Intelligent scripting can support different call flows after-hours, during weekends, on public holidays and more.

Advanced call scripting for enhanced CX

We can use multi-level, conditional scripting so complex call flows are consistently managed every time.

CRM data entry

Every interaction tracked and caller information entered directly into your CRM means better conversations.

On-shore data storage

We take data sovereignty seriously, with strict security measures and the ability to keep customer data on-shore.

Fast speed of answer

Have high call volumes? No worries! We can handle it and we’ll answer your calls in an average of 10 seconds or less.

How it works

1 Set up within minutes 2 Customer calls you 3 We answer for you 4 We deliver your messages

Set up within minutes

Our instant activation and simple setup means our agents can be answering your calls within minutes. Simply tell us how you’d like us to answer your calls and how you’d like to receive messages. For more complex setups, including conditional call scripting, our team is here to assist.

Customer calls you

By you enabling call forwarding to the unique number we provide, we’ll know when an incoming call is for your business. You’ll have flexibility to send all calls to us or only unanswered calls.

We answer for you

Our friendly and professional agents will answer your business calls, 24/7 if you wish, in an average of 10 seconds or less and using your preferred greeting to provide a seamless experience for your customers.

We deliver your messages

In addition to having access to a call log updated in real-time via our desktop portal or smartphone app, after each call you’ll immediately receive a message by email, SMS or both (as chosen by you) including details such as the caller’s name, number and what they’ve called about.

Your tools are our tools

Our agents have vast experience using the software shown below – online calendars, appointment booking platforms, CRMs, customer service software and collaboration tools – and we can also set you up with an OfficeHQ calendar, custom-build a webform for lead submission or utilise an existing webform.

Bespoke call centre services designed around your specific needs

We provide inbound call centre services for large companies, corporations, non-profit organisations, councils and government entities of all kinds.

No matter what solution you require, your call volumes or the complexity of your calls, we’re ready and willing to create a package to suit.

Request a custom quote today.

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FAQs

Why should I get a live call answering service?

Many callers hang up when their call goes to voicemail, so you can miss out on vital conversations or leads. Ensuring your calls are answered by a real person, rather than voicemail or a robot, increases customer satisfaction, builds loyalty and improves your opportunity to create a rapport and obtain caller details.

Live call answering also allows you to screen calls, as you can advise your receptionist to transfer or take messages for only those call types you wish to receive. Once answered, you can see each message as it’s taken and prioritise who you will call back first.

Live call answering increases revenue through better customer connections, reduces costs as you’re not paying for a full time receptionist and helps you to be more efficient with your time.

Is OfficeHQ based in Australia?

Yes! OfficeHQ is a privately-owned Australian company. Our head office is on the Sunshine Coast in Queensland, with about 90% of our entire Australian team – including our virtual receptionists – based in that region.

Our telecommunications network extends to 66 telephone exchanges, giving us the largest range of local numbers of any Australian virtual reception services provider.

Can you prevent me from missing calls?

Yes, our team of receptionists can answer calls you’d usually miss. You may be on another call or simply unable to answer because you’re busy at the time. Our receptionists will take a detailed message and send to you instantly by email or SMS. Many clients who subscribe to our service are surprised when they learn how many calls they’d been missing prior to having their calls answered by OfficeHQ.

Are you able to answer just some of our calls?

Yes. This is referred to as “call overflow”.

A lot of companies require their phone calls to be answered only when they are unable to take the call themselves. For example, if you step out of the office for an hour or your in-house receptionist goes to lunch, is on leave or is busy on another call and you have multiple calls coming in at the one time.

You can set your business phone number to divert (to the unique local phone number we allocate your business during the Free Trial setup process) only when the phone rings for more than a specified period (such as after 5 rings) or if your line is busy/engaged.

In such instances our receptionists will then answer the phone as if we were in your office. You’re always in control and can relax knowing you will never miss another important call again!

How do I forward my calls to OfficeHQ?

Transferring calls to OfficeHQ is easy. To have our team of virtual receptionists answer your calls, simply:

Decide whether you wish to forward calls immediately to OfficeHQ (the best solution for most businesses) or have calls forwarded after a delay.
Identify the call forwarding codes for your telecommunications provider. Most providers publish these codes on their websites.
Use the codes to enable your calls to be forwarded to the unique phone number that we’ve allocated to you.

For more information, check out our article Forwarding Your Business Phone to OfficeHQ’s Reception Team, which outlines:

Immediate and delayed call forwarding options
Setting up call forwarding for fixed-line telephones (with specific instructions for Telstra and Optus)
Setting up call diversions for mobile phones (with specific instructions for Telstra, Optus and Vodafone)

Do you offer a 24/7 live call answering service?

Yes. Our receptionists are available 24/7 and you can opt-in to receive after hours live call answering on any OfficeHQ subscription. Without after hours call answering turned on, our receptionists will answer your calls between 8:00am and 6:00pm on weekdays. If you need after hours call answering, please let us know when you sign up or contact us.

Are all calls answered within Australia?

Yes – if you’re on a MyAssistant or MyDiary plan, all calls are answered by virtual receptionists based in Australia.

Can I sign-up for short-term call answering, eg. a day, week or month?

Yes, you are able to use our service for an hour, a day, a week, whenever you need our assistance. Many clients use our live call answering for short-term needs, for example, when their own in-house receptionist is at lunch, sick or on annual leave. Some clients use the service during their busy periods only, as call overflow or for campaigns. Our live call answering service is like having a casual receptionist who is always available. It’s reliable and risk-free, as you only pay for what you use.

If you prefer to use our service seasonally, you can take advantage of our pause package.

Are you able to book appointments for us?

Yes, we have a dedicated team of highly experienced receptionists who can book appointments for you. The MyDiary service is ideal for professionals who depend on appointments being made and managed while they are focused on their clients. Our receptionists can schedule and reschedule appointments, manage cancellations and even take payments in your preferred software. We support a large number of third-party appointment booking tools and CRMs. Please contact us for more information.

Bundle your call centre services

+ Phone numbers

Add multiple additional local numbers, 1800 numbers or 1300 numbers to the free local number you receive with your live call answering package.

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+ Virtual address

Choose a virtual business address to expand your presence geographically, without expensive overheads or the need to relocate.

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What our customers love

We’ve found the service to be absolutely seamless with all calls being answered on a very timely basis with instant messaging and real-time reporting.

Carole-Anne Priest, Imalia

I have been using OfficeHQ to answer my incoming calls for the past four years. It is far more cost-effective than having a full-time receptionist.

Craig Selvage, Streammaster Australia

We’ve been using OfficeHQ successfully as our inbound call centre for over five years now. We are delighted with the service.

Ger Vloothuis, Vantage Broadband

Trusted by more than 25,000 businesses

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Have questions? Please fill in your details and we’ll be in touch.

Want to try our call answering services for free?

Put OfficeHQ’s inbound call centre services to the test! We’re ready to answer your phone FREE for 7 days.

Start your free trial

Want to try our call answering services for free?

Put OfficeHQ’s inbound call centre services to the test! We’re ready to answer your phone FREE for 7 days.

Start your free trial

What does the free trial include?

Our free trial is based on our MyReceptionist service, with friendly call centre agents able to take messages and transfer calls based on your availability settings.