FAQs

General

Fonebox is renowned for our low rates and cost-effective solutions. But we price according to the needs of our customers and the solutions required to meet those needs. So it's impossible to provide one-size-fits-all pricing. To find out how much your investment would be, just give us a call. One of our local solution architects will walk you through how we'd design, test and deploy a solution around your needs, and also give you an indication of pricing.

No. You pay only for the solutions and features you specifically choose for your custom-built solution. This usually includes hosting, inbound calls (at per minute rates) and any call management and phone answering solutions you require.

Fonebox is a perfect fit for any business that values on incoming calls. We offer full-service, custom-built solutions suitable for all business types, sizes, objectives and inbound call volumes. And chances are it will actually be cheaper than your existing arrangement. We'd be more than happy to run through your options over the phone or in person, so please give us a call on 1800 366 326.

Yes. Fonebox offers outbound services to existing clients, using fully-customised scripts and our skilled team of virtual receptionists.

Please note: this service does not include sales calls/telemarketing.

Yes. We can provide your business with custom-built inbound solutions right around the world, including Australia, New Zealand, the US, Canada, the UK, and various countries in Europe and Asia. Give us a call to find out more.

Inbound services

Inbound customer service is when a person calls your business directly to have their question answered by a member of your call team.

Outbound customer service is when a member of your call centre calls an existing or prospective customer directly.

We’ll capture the key information and provide data analysis so you can make informed decisions about your business. With our reporting system, you’ll be able to see your ROI with in just a few clicks.

Phone answering

A cold transfer takes place when the person making the transfer doesn’t speak to the person they are transferring the call to.

A warm transfer takes place when the person making the transfer does speak to the person they are transferring the call to.

No problems! Because our team of experts is located in-house, we can implement any changes you need quickly and efficiently.

Yes. Our live operators are professionally trained to meet your overflow needs, creating a seamless experience for you and your customers.

Orbit and technology

Yes. Our team of experts are all located under the one roof, enabling us to efficiently manage our tech platform (Orbit) and inbound call solutions. This also gives us the flexibility to adapt and modify our approach, as required.

Yes. Our robust, intelligent tech platform and services are integrated to provide the most seamless experience for clients. When combined with our personal service and industry expertise, our platform is a vital tool for businesses who wish to take their sales and customer service to the next level.

Call routing

Yes. We have a track-record of delivering highly customised call routing solutions for many leading businesses across Australia. It’s one of our strengths. Whatever routing challenge you’re facing, we can help.

Call routing allows you to efficiently manage your customer interactions and resources. We offer integrated, cost-effective, scalable solutions that can be customised to suit your business needs.

Reporting

Our reporting data is comprehensive, yet easy to understand and delivered in a way that meets your business objectives. You can use it calculate ROI, assess the effectiveness of campaigns, establish trends and even inform future marketing campaigns. If you’re not sure where to start, just ask us.

Yes. Our reporting platform allows you to deep-dive into analytics surrounding missed calls and call recordings. One of the best features of our reporting platform is how easy it is to understand.

Yes. Unlike a lot of companies out there, we won’t just give you the tools and let you sink or swim. We’ll show you how to use them and support you throughout. Our team is committed to helping you make the most of our services and the analytics we provide. It’s about working together to deliver real, measurable, ongoing results.

Support

We pride ourselves on our ability to respond quickly and effectively - to provide a memorable experience for our clients. Whatever you need, we’re here to help. Our team’s expert knowledge enables us to deliver and adapt solutions with speed.

Yes. Our Brisbane-based account managers do a terrific job looking after our clients, and your specialist contact will help you meet your key objectives. At the same time, the rest of our friendly team will be happy to help whenever needed, too. We communicate regularly, across the team, about how best to deliver optimal solutions to your clients. Whenever you call us, you’re guaranteed to speak to a real person from our team. We look after some of Australia’s biggest businesses, but our personal approach will always remain the same.

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