Articles: How Answering Service Costs Work in Australia

If you've ever tried to compare answering services, you'll know it isn't easy. One quotes per call, another per minute, a third has a monthly bundle with an allowance, and a fourth has a setup fee and a minimum term. The headline price rarely tells you what you'll actually pay. Here's how answering service costs in Australia usually work, and how to compare them fairly.

How answering service costs in Australia are charged

Per call

You pay a set amount for every call answered. It's simple to understand, and it suits businesses where calls are short and fairly predictable.

Things to check: what counts as a call (does a wrong number or a hang-up count?), whether long calls cost extra, and whether there's a monthly minimum even if you get few calls.

Per minute

You pay for the time spent on your calls. This is fairer when call length varies a lot, but it's harder to predict.

Things to check: how time is rounded. Rounding each call up to the next minute is common; rounding up to a larger block, or charging a minimum per call, makes short calls cost more than you'd expect. Also check whether time spent transferring a caller, or writing up a message after the call, is counted.

Monthly bundles

You pay a fixed monthly fee that includes a set number of calls or minutes, and a per-unit rate for anything over. Bundles make your bill predictable, as long as you pick the right size.

Things to check: what happens to unused calls or minutes (they usually don't roll over), the rate for anything over the bundle, and whether you can change bundles easily if your call volume changes.

Setup and one-off fees

Some services charge to set up your account, write your call script or provide a number. Others don't. If there's a setup fee, ask exactly what it covers and whether you pay it again if you change your setup later.

What to compare

It's also worth knowing what you're comparing against. If you're not sure it's worth paying for at all, start with what missed calls cost a trade business.

Prices are only comparable once you put your own call volume through each one. You need two numbers:

1. How many calls you'd send each month. If you only forward missed calls, that's your missed calls, not your total calls.
2. How long a typical call lasts. A quick message might take a minute or two; a call that's put through to you takes longer.

Then work out the total monthly cost for each quote, including GST.

For example, say you expect 150 calls a month, averaging 2 minutes each, so 300 minutes in total. You could then compare:

• A per-call service: 150 calls × the per-call price, plus any monthly fee.
• A per-minute service: 300 minutes × the per-minute price (after rounding), plus any monthly fee.
• A bundle: the monthly fee, plus any minutes or calls over the allowance at the extra rate.

Do the sum for a quiet month and a busy month too. A plan that's cheapest in an average month can be the most expensive in your busiest one.

Hidden costs to ask about

These are the questions we'd ask any provider, including us:

• After-hours and weekend rates. Are calls outside business hours charged at a higher rate? (Our article on after-hours calls for tradies covers the other after-hours options.)
• Public holidays. Any surcharge on public holidays?
• Minimum term and cancellation. Is there a lock-in contract? What does it cost to leave early?
• Message delivery. Is there a charge for each message sent to you, or for sending messages by a particular method?
• Transfers. If the service puts a caller through to you, is that time charged, and at what rate?
• Overage. What's the rate once you go over your allowance, and is there any way to cap it?
• Price changes. How much notice do they give before prices go up?
• GST. Are quoted prices including or excluding GST?
• Your own phone bill. If you forward your line to the service, your phone provider may charge for forwarded calls, usually like a normal call from your line. Check your plan.

Also ask what you get for the price, not just what it costs. How quickly do messages reach you? Do you get a written summary, or just a name and number? Can you see what was said on the call?

Our own prices

Call Assistant is priced as a monthly plan with minutes of calls included, and extra minutes at your plan's rate. Each call counts its length, rounded up to the next minute, there's no lock-in contract, and the price is the same day and night. The current plans are on our pricing page.

You can also start with a free trial, with no card needed. It's a good way to find out your real call volume and call length before you commit to anything.

Quick answers

How do answering services charge in Australia?

Usually per call, per minute or as a monthly bundle with an allowance, and some add a setup fee. The headline price rarely tells you what you'll actually pay.

How do I compare answering service quotes?

Put your own numbers through each one: how many calls you'd send each month and how long a typical call lasts. Work out the monthly total including GST, for a quiet month and a busy one.

What hidden costs should I ask about?

After-hours, weekend and public holiday rates, minimum terms, charges per message or per transfer, the overage rate, and what your own phone provider charges for forwarded calls.

How does Call Assistant charge?

A monthly plan with minutes of calls included, and extra minutes at your plan's rate. Each call is rounded up to the next minute, there's no lock-in contract, and the price is the same day and night.