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Best Call Center Service for Inbound Services: 1-888-GO-ANSWER Review

Best Call Center Service for Inbound Services: 1-888-GO-ANSWER Review
Credit: 1-888-GO-ANSWER

After conducting considerable research and analysis of call center services, we recommend 1-888-GO-ANSWER as the best call center for inbound services in 2018.

We chose 1-888-GO-ANSWER as our best pick for inbound services. It combines a strong offering of inbound call center services with a competitive price, exceptional customer service and fully transparent, on-demand reporting. Each of these elements combines to create peace of mind that not only are your calls being outsourced, but they're being handled properly.

Editor's Note: Looking for a call center service for your business? Fill out the questionnaire below to be connected with vendors that can help.

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Like most call centers, 1-888-GO-ANSWER employs a minutes-per-month pricing model, where the client subscribes to a pre-set plan of minutes each month that are applied to the total call time experienced by agents. Each plan could be upgraded or downgraded as needed, depending on volume. Each could be canceled at any time without a termination fee. 1-888-GO-ANSWER's plans include:

  • Pay as You Go: $50 per month, plus $1.15 per minute
  • 100 minutes: $110 per month, plus $1.15 overage fee for each minute beyond 100
  • 250 minutes: $250 per month, plus $1 overage fee for each minute beyond 250
  • 500 minutes: $475 per month, plus $0.95 overage fee for each minute beyond 500
  • 1,000 minutes: $900 per month, plus $0.95 overage fee for each minute beyond 1,000
  • 2,500 minutes: $2,200 per month, plus $0.90 overage fee for each minute beyond 2,500
  • 5,000 minutes: $4,200 per month, plus $0.90 overage fee for each minute beyond 5,000
  • 10,000 minutes: $8,200 per month, plus $0.90 overage fee for each minute beyond 10,000
  • Custom plans can also be discussed but require a quote from the company.

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 there is no rounding up to the nearest minute. Moreover, the company only bills for actual call time; once an agent hangs up the phone, billable time stops. Many call centers bill for "agent work time," which includes tasks completed after the call ends. 1-888-GO-ANSWER does not bill for agent work time. 1-888-GO-ANSWER also does not upcharge for night, weekend or holiday service.

Additional features include an interactive voice response menu for $0.15 per minute, subaccounts for $10 per month and additional phone numbers for $10 per month. The prices above are for shared agents and inbound services. Dedicated agents, who perform outbound campaigns and work only for your company, cost significantly more.

1-888-GO-ANSWER tackles complete inbound services, including customer support, order entry and processing, and frequently asked questions. Agents also handle appointment-setting, customer intake, after-hours phone service, and bilingual English/Spanish support. For the healthcare industry or other businesses dealing with sensitive data, the company trains its agents on the HIPAA data privacy law.

1-888-GO-ANSWER offers on-demand access to your calls and reports through a web-based dashboard or the company's mobile application AlwaysOn. These reports include all calls received or made on your behalf, the duration of calls, and which agent answered the phone. All calls are recorded and stored in the dashboard for your review. 1-888-GO-ANSWER's reporting dashboard makes it one of the most transparent call centers we reviewed, offering clients a window into the entirety of their outsourced operations.

Our customer service experience with 1-888-GO-ANSWER was exceptional. After we provided some basic information during a brief intake, we were transferred to a customer service representative who spent a good deal of time breaking down the company's services for us. He was upfront about what the call center could and could not do based on our provided service level and needs, and he offered suggestions on what to look for in other companies. He was not at all pushy when we explained we were not yet at the buying stage of our research, and, in fact, helped provide additional information as a result.

In addition to its inbound services, 1-888-GO-ANSWER maintains a more basic 24/7 answering service. Like most answering services, 1-888-GO-ANSWER will pick up the phone and take down basic information about the caller, including what they called about, their contact information, and any message they leave. They will then forward that information to you, so you can follow up. This is a less expensive option but requires you still manage your own customer support.

1-888-GO-ANSWER offers outbound services and campaigns to clients that pay for dedicated agents. Dedicated agents are typically reserved for larger companies with a higher volume of calls, and they are more expensive than shared agents used for inbound services.

However, for some companies, creating an outbound campaign could help expand their brand, conduct essential market research or bring in new customers. However, 1-888-GO-ANSWER does not engage in cold-calling, so you'll need to provide a list of leads for them to craft an outbound campaign.

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. That means that unless you pay the hourly rate for a dedicated agent (assuming you meet the volume minimums to do so,) you won't be able to use 1-888-GO-ANSWER to support your email or web chat channels.

Ready to choose a call center service? Here's a breakdown of our complete coverage:

Editor's Note: Looking for a call center service for your business? Fill out the questionnaire below to be connected with vendors that can help.

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Adam C. Uzialko

Adam C. Uzialko, a New Jersey native, graduated from Rutgers University in 2014 with a degree in Political Science and Journalism & Media Studies. In addition to his full-time position at Business News Daily and Business.com, Adam freelances for a variety of outlets. An indispensable ally of the feline race, Adam is owned by four lovely cats.