Mount Diamond offers the most flexible solution of virtual receptionist assistance on the market. As such, we hold our services very highly to provide two major lines of service to best tailor to your business needs. 

 

You have the choice to choose between predictable billing through per-call, not per-minute, pricing or having your own fully trained full-time and/or part-time Elite Diamond Team. Do you have a specific business model where you need both, we can still assist!

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As flexible as we are, we always want to ensure our receptionists provide you with the utmost service and with that it comes with reasonable use.

 

We require that all services fall within the scope of Reasonable Use for an answering service, as defined below. Calls that do not fall within this scope may incur additional fees to cover time and effort. (Please speak with your sales rep to best determine how we can tailor to you and your business needs)!

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Elite Diamond Receptionists

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The following are included in the cost of your full time and/or part time Elite Diamond Receptionist(s) plan:

• Appointment booking, payment collections, Intake forms, conflict checks, note taking, file organizing, Email/SMS follow-ups, Webchats, Marketing, etc. You get the idea, whatever your business needs may be, we will train the right receptionist to handle all tasks quickly and efficiently.

• Teledemand, lead generation, LinkedOutbound, Sales Outsourcing, Data Management, IT Services, etc. 

  • We work as an extension of your sales and marketing arm to fill gaps and create demand where its needed.​

• Hiring, Training and Quality Assurance​​

  • All hiring, training, quality assurance, updates and/or if additional trainings are necessary, Mount Diamond will handle each individual elite diamond receptionist to ensure the quality of our services

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Per Call Pricing

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The following are included in the cost of your per call plan:

• We collect basic contact information — What is the caller’s name, phone number, email address, physical address and/or how did they hear about you.

• We determine the intent of the call — What does the caller need?

• We provide 2-3 custom quick intake questions — (example: case number for attorneys or law offices, property address for real estate, how many days/nights for hotels, etc.)

• Simple lead qualification — Is a potential lead a fit for your services, location, and prices (as instructed by you).

• One integration — Integrate one CRM or Zapier for free. Additional integrations will incur a fee.

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The following can be added to your call services for an additional fee:

• Additional CRM integrations

• Additional transfer destinations

• Accepting collect calls

• Appointment Booking

• Conflict checks

• Extended Intake

• Payment Collection

• Text & email follow-up

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Each of these add-on services are defined in more detail below.

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Extended Intake

Extended Intake is about 10-20 short-answer questions after the lead qualification and Quick Intake already included in the call. Extended Intake is done after your lead is qualified, and, as such, we consider these additional questions virtual-assistant work on behalf of the business. As each business is unique, we reserve the right to redefine what constitutes Extended Intake at any time (often influenced by call time).

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Why do we go through this approval process?

We understand that your potential clients are frustrated when they have to repeatedly answer the same questions. Short-answer questions do a good job of qualifying and booking your leads, at which point you can provide excellent service and move forward from those tedious questions that you need answered. We'll qualify leads to help you focus on whats most important.

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What is not included in Extended Intake?

• "Briefly describe" questions that could have elaborate answers depending on the caller.

• Additional questions added after the initial approval process.

• Appointment Booking or other add-on services (unless you sign up for them separately).

Note: we are more than happy to help you with your intake forms to ensure they are within our parameters and a good experience for you and your new leads.

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Appointment Booking

Appointment Booking includes scheduling appointments, rescheduling appointments, and outbound calls for the purpose of scheduling appointments (which incur standard call charges). Scheduling appointments require the use of availability-slot software such as Calendly or any other publicly accessible booking link (most major CRMs and calendaring softwares offer this).

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Payment Collection

Payment Collection is defined as follows:

Mount Diamond will act on a business’s behalf to accept payment instrument information from a caller during the course of a call to input into a third-party interface provided by the business. Examples of interfaces include online payment pages, invoice pages, and appointment-booking pages where pre-payment or pre-authorization is required. For the security of the caller, Mount Diamond, and the business, Mount Diamond does not and will not store caller payment information on its own systems, nor will we document payment information in call summaries.

Payment Collection is limited to the following criteria:

• Payment instrument details (e.g., card number, expiration date, CVV)

• Amount (including currency)

Information beyond the scope of the above two items is considered Intake and is subject to the requirements for Quick and Extended Intake.

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CRM Integration

Mount Diamond can integrate with most major CRMs, case management, practice management, marketing/sales management software programs, and Zapier. Call details including contact information and notes can be added to your records in real time. In many cases, receptionists can also search through and update existing records to prevent duplication. CRM Integration includes the initial setup of the integration and its ongoing maintenance.

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Some additional notes on our services and features:

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Conjoined Add-On Services

A single additional service may require the use of other add-on services. For example, Payment Collection can also constitute the need for Extended Intake or Appointment Booking services in cases where payments are processed only after scheduling an appointment or an intake form is completed.

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Call blocking

The ability to block calls is offered for reduction of spam, unwanted sales, and wrong numbers. When you block a call, you are no longer charged for it. Our system blocks over 20 million known spam sources automatically, using crowdsourced identification. In addition, blocking calls can be used to prevent abusive / harassing callers and pushy salespeople. However, blocking calls from qualified callers retroactively is considered an abuse of the system (manipulating a quota to cut costs). In the event we detect this abuse, we reserve the right to reverse the blocked calls (and charge for them) as well as terminate your account.

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Exclusions

Some calls are beyond the scope of Mount Diamond’s services and therefore beyond the scope of our Reasonable Use policy. However, this is when you maybe provided the option of your own Elite Diamond Receptionist Team. If you have any questions, please contact us at support@mountdiamond.online