At Southern Voices, we know your phones aren’t just ringing—they are delivering opportunities, urgent requests, and moments that matter to your business. Our goal is to help you capture every one of them.
But to get the best results from partnering with us, there are a few ways you can set us up for success. Whether you use us for after-hours answering, overflow, or full 24/7 coverage, the same tips apply. Here are six proven ways to make the most of your Southern Voices service:
- Give clear instructions: The more we know, the better we can represent you. Share scripts, FAQs, and clear call-handling guidelines so our operators speak with the same tone, accuracy, and professionalism you would.
- Set coverage expectations: Tell us exactly when you need us—after-hours only, overflow during peak times, or full 24/7 coverage. The more precise you are, the better we can align our staffing and workflows to ensure you’re never left uncovered!
- Keep contacts updated: Having the correct on-call and escalation contacts ensures we can connect callers to the right person without delay. If there’s a staff change or new rotation, let us know right away so we can update our systems.
- Use our integrations: We build API integrations with CRMs, scheduling systems, and EMRs that offer API access, and our agents can work directly inside your systems when you give us access. This reduces manual work, saves your team time, improves accuracy, and makes follow-ups seamless.
- Review and refine: We provide custom reporting so you can see how calls are being handled. Utilizing and reviewing these reports with us can help fine-tune scripts, adjust workflows, and improve the caller experience even further.
- Plan for peak times: Seasonal surges, promotions, or unexpected events can increase call volume. Let us know in advance so we can adjust operator workflows and maintain quick response times—even when things get busy.
A Few Things Clients Often Ask
How do I change my on-call schedule? Update it yourself in the client portal whenever your rotation changes. Agents work from the current version on every call.
Can agents take payments? Only through your own payment portal or system, when you give them access.
Are calls recorded? No. Calls are not recorded. Messages are delivered to you by secure text, email or the client portal.
Can you answer in Spanish? Yes. Live bilingual agents answer in English and Spanish, not through a press-2 menu or a translation line, and your messages arrive the same way either way.
What does it cost? Plans start at $33, pricing is usage-based, and you only pay for the time you use. See answering service pricing.
The Southern Voices Difference
We’re not just here to answer the phone—we’re here to be an extension of your team. Whether it’s supporting healthcare practices with HIPAA-trained agents and signed Business Associate Agreements, helping small businesses capture every lead, or providing specialized workflows for property management, our team is available 24/7/365 to keep you connected.
By following these tips, you’ll get the most out of your partnership with Southern Voices—and your callers will always receive the professional, attentive service they deserve.
Ready to optimize your call handling? Let’s talk about how we can tailor a solution for your business.
