- Years answering calls
- 30+
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
Dedicated call center agents
Dedicated call center agents who know your business like your own staff
Dedicated call center agents work only on your account. They learn your products, your policies, your software and the way you like customers treated, then handle your calls day after day. Your callers hear the same familiar voices, and your managers deal with a team that already knows the details.
It’s the closest thing to adding staff without hiring, training, scheduling and covering for sick days yourself. Southern Voices has run live phone teams since 1995. We recruit, train and supervise your dedicated team, and we cover breaks, vacations and call spikes with trained backup agents so the phones are never left uncovered.
When it makes sense
Shared agents or a dedicated team?
Most clients start with shared agents who follow your script. A dedicated team fits when the work gets deeper.
Complex calls
Your calls need product knowledge, judgment or several steps that a short script can’t cover.
Work inside your systems
Agents need logins to your EMR, CRM, scheduling or order system to do the job.
Steady, high volume
You have enough calls to keep a team busy, and you want the same people on them every day.
An extension of your team
You want agents your managers can coach directly, with your standards and your tone.
What a dedicated team handles
The work your own staff would do, done by agents who only work for you
Customer service
Account questions, billing, order status and service requests, answered with full knowledge of your business.
Help desk
First-line support from agents who know your products and your knowledge base.
Scheduling
Booking, confirming and rescheduling directly in your scheduling system.
Order entry
Phone orders entered straight into your order system with no re-keying.
Outbound calls
Reminder calls, callbacks, follow-ups with new inquiries and customer check-ins.
Back-office tasks
Data entry, record updates and other work between calls, when you need it.
Who it’s for
Built for organizations with real call volume
Dedicated teams suit large healthcare networks, insurance agencies, property portfolios, growing online sellers and any organization whose calls take real knowledge to handle well. Many clients pair a dedicated daytime team with our shared 24/7 agents for nights, weekends and overflow.
See how this works in healthcare, property management and law firms.
- Same agents, every day, trained on your account before go-live
- Trained backup for breaks, vacations and spikes
- Your systems. If your platform has an API, we can build an integration so the details land in your system automatically. Our agents can also work directly inside your software when you give them access.
- US-only staff. When agents need direct access to your systems, we staff your account with US-only agents, and any client can request the same. Pricing may change.
- English and Spanish, with live Spanish-speaking agents
- Supervised by us, with regular check-ins with your managers
Getting started
How it works
- Scope the workCall types, volume, hours, systems and the outcomes you expect from each call.
- Build your playbookScripts, knowledge base, escalation rules and system access, set up with your team.
- Train your agentsYour dedicated agents learn your business before they take a live call.
- Review and refineRegular reviews with your managers, and changes made whenever your business changes.
Pricing
What dedicated call center agents cost
A dedicated team is priced around the hours, volume and complexity of your work, so we quote it after a conversation about your calls. Plans start at $33 for shared agents, and larger programs get volume discounts.
See pricing for what goes into a quote, or contact us to talk through a dedicated team.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
Dedicated agents FAQs
Don’t see your question? Call and ask a live agent, any time.
What is a dedicated call center agent?
An agent who works only on your account. Instead of handling calls for many companies with a script, dedicated agents learn your business in depth and handle your calls the way a member of your own staff would.
How is this different from your shared answering service?
Shared agents follow your script and handle calls for several clients, which works well for most businesses. A dedicated team suits complex calls, work inside your systems, or volume high enough to keep a team busy.
Who covers when a dedicated agent is out?
We do. Trained backup agents cover breaks, vacations and call spikes, so your phones are never left uncovered.
Can dedicated agents work in our software?
Yes. With access, they work directly in your EMR, CRM, scheduling or order system. When agents need direct access to your systems, we staff your account with US-only agents, and any client can request the same. Pricing may change.
Can we combine a dedicated team with 24/7 coverage?
Yes. Many clients use a dedicated team during business hours and our shared agents for nights, weekends, holidays and overflow, all on one account.
Keep reading
More on building a better phone team
Tailored communication workflows
How custom scripts and routing shape every call.
Does your answering service sound like you?
Keeping your voice consistent on every call.
Overflow call handling
The hidden growth bottleneck in busy offices.
Back to all call center services.