After-Hours and overflow answering service

Medical and allied health practices, property managers, trade firms and small businesses that want calls covered beyond business hours.

Monthly retainers based on call volume and hours covered, plus fees for emergency call-outs or extra services.

• Managing a roster
• Calm handling of urgent or upset callers
• Writing clear call scripts
• Training and supervising staff

• Workers compensation insurance and employment obligations once you hire, so check your state's rules
• Awards and penalty rates for evening and weekend work, check with the Fair Work Ombudsman
• Call recording rules and privacy obligations, check the law in your state or territory
• Public liability and professional indemnity insurance
• A missed urgent message can cause real harm, so agree clear escalation procedures in writing

Startup costs are typically estimated at around $2,000 to $10,000, depending on your call system, rostering tools, insurance and how many staff you set up with. Agree scripts and escalation steps with each client first.

Monthly revenue is typically estimated at around $2,000 to $10,000, depending on how many clients you sign and the hours you cover. These are revenue estimates, before wages, software and other costs.

Things to check: workers compensation and employment obligations under your state's rules, awards and penalty rates for evening and weekend work with the Fair Work Ombudsman, call recording and privacy law, and public liability and professional indemnity insurance.