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FAQs

Explore answers to the questions we get from potential and existing Dexcomm partners, or send us your questions directly here.

Questions from Potential Partners

If you’re considering an answering service and want clear answers about Dexcomm Answering and Communications, you've come to the right place.

How does Dexcomm ensure quality? We have multiple quality checkpoints, including our Quality Assurance Team, our third-party partner CallSource, as well as agents grading each other's calls against our quality standards.
How does Dexcomm train agents?

We train our agents in a classroom setting, where they learn how to balance empathy and efficiency on calls—as well as vocabularies that are unique from industry to industry. Learn more about how we train our agents on our Agent Training Page here.
Where are Dexcomm agents located? All of our call agents are based in the U.S. Most call handling and industry-specific agent training takes place in-person at our office in Carencro, Louisiana.
What if I'm in a different time zone than Dexcomm?

We can answer your phone lines even if you’re in a different time zone. Dexcomm operates 24/7/365, and our systems allow agents to answer calls as if they’re in your office, using your local time.
How long does it take Dexcomm to answer a call?

Our internal goal is to answer 80% or more of calls within 18 seconds (three rings or fewer), and the average time it takes for us to answer is 24 seconds or less. During high-volume events like severe weather or seasonal spikes, answer times may vary briefly—but our 24/7/365 staffing and redundancy systems are built to keep calls moving and callers supported.
How does billing work at Dexcomm?

We charge a one-time setup fee, then bill only for the minutes our agents spend handling your calls. Invoices are sent on the first of each month.
Am I billed for hold time? Holds where your callers are simply waiting for service are never billed to your account. However, if our agents are actively working on a solution while your caller is on hold, those minutes are billed. You’ll only ever pay for the time we spend actively helping your callers. And for full peace of mind, you can always verify by requesting your call recordings (or if you’ve chosen a Dexcomm portal, by accessing calls there anytime).
Can Dexcomm integrate with my booking software?

If your software has open API endpoints that allow for integration, the answer is yes! If you need help figuring that out, contact us here.
What is Dexcomm's average customer tenure? We have an average customer tenure of 10 years.
What do I need to get started with Dexcomm?

To get started with Dexcomm, you'll need to submit an inquiry through our Get a Quote page or our Contact Us page. Once we receive your inquiry, we’ll follow up with a discovery call and then ask you to complete a brief set of questions about your business (escalation rules, brand voice, etc).
How long does it take to get started with Dexcomm? Once we receive your answers about your business, you can expect your calls to go live with us in 7-12 business days.

Questions from Existing Partners

Dig into our current partners' most frequently asked questions.

How do I deliver my feedback?

You can share feedback or concerns by either sending an email to accountsupport@dexcomm.com or by calling us directly at 337-236-8300. Either way, you'll hear back from us within one business day at the latest!
How do I listen to my call recordings?

Dexcomm stores call recordings indefinitely. You can request your call recordings at any time or access them directly through your online Dexcomm Web Portal.
How do I change my message delivery method? You can change your method of message delivery by either sending an email outlining your request to accountsupport@dexcomm.com or by calling us directly at 337-236-8300.
How do I make changes to my customizable script? To make changes to your script, send an email to accountsupport@dexcomm.com or call us directly at 337-236-8300.
How do I update my on-call? Our on-call specialists proactively reach out to ensure your on-call is properly set up. However, if you want to make a more immediate change, send an email to accountsupport@dexcomm.com or call us directly at 337-236-8300.
What can I do to reduce my bill?

Here are a few things you can do to reduce your bill:

- Lanyap AI is a cost-efficient alternative to live agent answering

- Incorporate a friendly automated greeting at the start of your calls before one of our agents answers

- Ensure that your employees confirm they received a message as quickly as possible to eliminate our agents reaching out

- Review the information that's in your Dexcomm script and figure if there is anything redundant or that can be removed