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What VereTel adds, and what it leaves to your phone system
Your phone platform already handles agents, queues and the floor. VereTel sits in front of it. Each tracking number forwards at the carrier to a line your center already answers, and every call is logged in the desk.
VereTel has no IVR, no automatic call distribution, no skill-based routing, no queue and no agent screens. Each number forwards to one line. If you need those, they stay in your existing phone system.
Because VereTel’s app is not in the call path, it does not add a hop to how your floor takes calls. See call forwarding.
A different line for each team
Forwarding is set per number, so you can send different numbers to different destinations: one to the Spanish-language team, one to the Medicare desk, one to the ACA queue, one to an overflow line. The number is the dividing line. A caller who dialed the number on a Spanish-language mailer reaches the team you pointed that number at.
It also lets you see workload. Filter the desk to a date range and count calls by tracking-number label, and you can see how many calls each team’s numbers received. Answered and missed counts tell you where teams are short.
Missed-call follow-up
At a call center, a missed call is a staffing signal as well as a lost lead. The desk logs missed calls with the caller’s number, time and tracking number. Filter to missed and a supervisor has a callback list for the morning, split by team. Callers who reach voicemail rarely wait, so the list is worth working the same day.
The desk does not assign callbacks, keep notes or send alerts about missed calls. Work the list in your own process, and log the outcomes in your own system. Data stays separate per agency; see security.
Sizing minutes for the season
Plans include minutes of tracked calls. The Scale plan ($399 a month) includes 25 numbers and 7,500 minutes; Growth includes 10 numbers and 3,000. Minutes beyond the plan are $0.06 each, and extra numbers are $5 each a month. A new account can hold up to 3 numbers during its first 30 days; an order for more is held for review. After that, the full count of its plan applies. Numbers are not on sale yet. Create a free account and ask to be told when they are.
To size a season, estimate calls and average length. As an example, 1,500 calls a month at an average of eight minutes is 12,000 minutes, which is above the Scale allowance, so overage would apply on the extra 4,500 minutes. Use your own call counts from last season. Because volume swings, some centers choose the plan for their average month and let overage cover a busy month. Check the pricing page for details and the current founding offer, and ask us if your volume is beyond these plans.
Common questions
Does VereTel replace our call-center phone system?
No. VereTel has no IVR, no automatic call distribution and no agent tools. It adds tracking numbers that forward to your existing lines and a desk that logs each call.
Can different numbers reach different teams?
Yes. Each tracking number forwards to one line, and you choose the line per number, so different numbers can reach different teams. A single number cannot split calls among teams.
How do I estimate minutes for enrollment season?
Multiply expected tracked calls by average call length, using last season’s figures if you have them. Compare the total with the plan allowance; minutes above it are billed per minute.