If you're thinking about using an answering service, you probably have simple questions.
I'm Aaron Boatin. I'm the President at Ambs Call Center. I've been in this industry for decades. Here's the simple, step‑by‑step view of how answering services work.
And as we go, I'll also show you how Ambs Call Center does it. That way, you can picture what it looks like for your business.
Most answering services follow the same basic path:
Now let's break it down step-by-step and answer any remaining questions you may have.
Table of Contents
- Step 1: The Call Connects to the Answering Service
- Step 2: The First Impression and Greeting!
- Step 3: The Receptionist Follows Your Call Flow
- Step 4: Helping Callers Right Away
- Step 5: Handling Complex Calls (Detailed Messages)
- Step 6: Getting the Message to You
- What to Consider for Medical Answering Services
- What to Consider for Absence Management Hotlines
Your caller dials your main number like normal.
Behind the scenes, your phone system "forwards" the call to your answering service.
Most businesses pick one (or more) of these:
Overflow is popular when the office is busy. Some teams set it to roll after a few rings.
This part surprises people.
How this Works at Ambs Call Center
You do not need to share your carrier details with us to do this. We give you the number. You control the forwarding.
No, though your answering service would likely provide you with a dedicated call forwarding number.
How this Works at Ambs Call Center
At Ambs Call Center, we give you a dedicated forwarding number during setup, and you choose how you want to use it.
In our setup form, you can tell us whether you want to connect to our answering service using the number we provide or forward calls from your existing business number(s).
Most phone providers let you turn forwarding on and off manually, and many VoIP systems even allow scheduled forwarding (like after-hours, weekends, or overflow).
You can also forward as many numbers as you want into Ambs Call Center, which is helpful for companies with multiple locations, toll-free lines, or businesses that have acquired other phone numbers over time. Some clients use our number publicly, some forward their main office line, and many do both.
Once the call hits the answering service, a receptionist answers.
Most services will answer using wording you approve, such as:
You can also choose how the receptionist "introduces" themselves. For example:
That choice is yours.
Entirely.
Yes. Many businesses do this.
Example: one number for sales, one number for service, one number for billing. Each can have its own greeting and call flow.
How this Works at Ambs Call Center
We build your greeting with you, then you review it, then we go live. It's a clear process: draft → review → revisions → live.
A call flow is your "if this, then that" plan.
It's the set of questions and steps your receptionist follows to handle calls the way you want.
At a basic level, most call flows answer two questions:
That's a call flow.
No.
A helpful way to think about it is:
How this Works at Ambs Call Center
We encourage clients to focus on the main call types first. It gets cumbersome trying to predict every possible question.
Yes.
Example:
VIP caller option
Some services can treat VIP callers differently, based on caller ID. That can help high‑value customers get a faster path.
This is where answering services save you time.
For straightforward questions, the receptionist can answer on the spot.
Many businesses give an answering service a short FAQ list. In our experience, it's often around 10 common questions.
Here's a simple way to separate it:
Often answered right away:
Often becomes a message or escalation:
This matters.
Businesses change hours. Prices change. Service areas change.
So you need a clean way to update your answering service.
Many services offer a web portal for updates. Others use email or a support ticket.
How this Works at Ambs Call Center
Some updates can be made through our web portal, and our team is also available if you need help.
If something is time‑sensitive, calling is usually the fastest route.
Note: With many answering services (industry‑wide), staff time spent making updates can count as account usage. Using a self‑serve portal can help reduce that.
Some businesses don't want a live agent on every single routine call.
That's where call screening comes in.
That's where voicemail prescreening comes in (recorded info followed by "press to talk to a human")
This can work well if callers often ask the same routine questions.
A caller hears a short message with options, like:
How this Works at Ambs Call Center
Our Voicemail Prescreen is built to give callers clear options, while still letting them reach a live operator anytime. It saves you money and keeps your callers in control.
When a call goes beyond simple FAQ answers, the receptionist takes a message.
A strong message is not just "Call John back."
It captures the details your team needs so you can respond fast.
Yes. And you should.
If your team always needs:
…then that should be part of the message every time.
Some services can.
That can help repeat callers feel recognized. It can also save time.
How this Works at Ambs Call Center
We can set you up with caller ID recall so that repeat callers can have their info pre‑populated as a cost saver—and a sign that you value their business!
After the call ends, the message needs to land in the right place.
Most services offer several delivery methods, such as:
Often, it can be very fast.
How this Works at Ambs Call Center
We can deliver messages instantly in a variety of ways. But sometimes you may want messages delivered later. Example: send routine messages when your office opens.
Yes.
You can route messages by:
An integration usually means your call data can be sent into your favorite software.
Common examples:
How this Works at Ambs Call Center
On top of the standard integrations most services offer, we can integrate with 7,000+ apps using Zapier, at no additional cost. We'll connect to your favorite software, deliver your messages, and save your team hours of manual data entry.
Sometimes you don't want a message.
You want the call connected to a person — maybe it's yourself or a member of your team.
That is called call patching or a call transfer.
There are two common styles:
How this Works at Ambs Call Center
We can answer and transfer calls exactly as you wish, based on the rules you set.
Medical calls are a little different.
So a medical answering service needs tighter rules and better escalation.
Many practices route calls:
Medical answering usually includes clear triage steps.
Example:
Having served American practices for nearly 100 years, feel free to reach out to us on questions you may have!
The best medical workflows are clear.
Those rules are agreed on during setup.
How this Works at Ambs Call Center
Our web portal allows you to update your on-call calendar instantly and for $0 extra.
HIPAA stands for the Health Insurance Portability and Accountability Act.
In plain terms, it's a set of rules for handling private patient information.
How this Works at Ambs Call Center
We're HIPAA compliant and audited by a third-party to ensure your PHI is in the safest hands.
Employee call‑offs can get messy fast.
A call‑off hotline creates one clean path.
Many companies use a separate number just for call‑offs.
That helps keep things private and organized. But we can use your number if you'd like.
A call‑off script usually captures:
You can also customize fields for union rules or site needs.
Many hotlines offer English and Spanish.
How this Works at Ambs Call Center
At Ambs Call Center, we include Spanish support in all our plans for free!
A good hotline can give the employee proof they called.
How this Works at Ambs Call Center
We can provide a unique call‑off confirmation number, plus real‑time reporting and data storage up to 7 years!
If you're curious, here's what the process looks like:
- Quick discovery call (make sure we fit)
- Setup (call flows, greetings, delivery rules)
- Training (coach our agents on how to handle your calls)
- Review (ensure everything works)
- Go‑live (often in a few business days)
Want to see what this would look like for your business?
We can walk through your exact call types and show you a clean call flow. Request a quote now!