Frequently Asked Questions

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Yes, we are considered a Business Associate. We sign a Business Associate Agreement (BAAs) to ensure we follow all of HIPAA's rules and regulations to protect you and your clients.

Answering services can be impersonal and usually perform only simple tasks like forwarding messages. Virtual receptionists sound like they’re in your office as they transfer calls live. They also assist with other customer service tasks like scheduling appointments and answering FAQs. 

Yes, we have fielded all types of emergency calls from tenants of our property management clients, including fires, domestic violence situations, and suicide attempts. Our receptionists calmly get vital information from your caller and dispatch the appropriate emergency response teams. 

No, we don’t require a contract. We understand your needs may change. We just ask for 30 days’ notice if you decide to cancel so we can adjust our staffing appropriately.

Yes, Holly is happy to adjust your billing plan anytime for the current billing cycle. Just give us a call or send an email.

You can use our services as much or as little as you want. We offer plans for full-time, part-time or as-needed, and call rollover services. With our as-needed or part-time options, you turn call forwarding to Holly on and off whenever you want.  

There is a $149 setup fee. Our customer care team works closely with you to create customized call-handling procedures based on your preferences and processes. The setup fee helps cover some of the onboarding costs and training our receptionists on your procedures.

Call rollover is when calls ring to an account contact on your team first. If they don’t pick up after two rings, it rings to Holly. 

 These are the individuals on your staff or external vendors and contractors that receive transferred calls, emails, and text messages from Holly.

This is a handy guide we create during onboarding that explains how you want us to handle specific types of calls. We use it to train our receptionists on your processes, and they can easily pull it up during live calls as a reference.

Call processing groups are labels that help us identify types of callers so we know exactly what you need us to do. For example, you may want us to warm transfer new leads to a specific account contact and take messages for other types of callers.

Yes, our receptionists can patch calls to you or any destination you want. If an agent transfers a call to someone within your organization, there is a $0.50 charge per transfer, including attempted transfers. This cost covers the additional line usage.

 A warm transfer is an announced call. Holly places the caller on hold, calls the account contact, and gives a brief overview of who’s on the line and what they need. This gives your staff the option to accept or decline the call. Blind transfers get patched directly to the account contact without announcing who’s on the line.