4 Hidden Answering Service Charges You Need to Know About

You're looking for an answering service. You see offers and benefits popping up on these answering service websites. Naturally, you grow suspicious. You think to yourself "Until I know that feature will actually help my business and not cost it, I'll opt out of it". That's smart.

But, if you're like me, you might wonder, "What other charges will be placed on my account that I'm unaware of?". That naturally leads us to a critical aspect of choosing the right answering service: understanding their rate plans. And, more importantly, the sneaky little fees that can creep in and turn what looks like a good deal into a real budget nightmare.

I've seen it time and time again. Those seemingly small, extra charges can really add up month after month. They'll leave you scratching your head and wondering where all your money went.

So, today, we're going to pull back the curtain and shine a light on some of these common recurring answering service charges that you need to be on the lookout for. Consider this your insider's guide to avoiding those unexpected bill shock moments.

Let's dive right in.

Hidden Charge #1: 28-Day Billing

First up, the most common, and frankly, a bit underhanded billing practices out there: 28-Day Billing.

Now, most businesses operate on a standard monthly cycle. You get paid once a month, your bills come once a month. So, it's natural to assume that an answering service billing "monthly" would follow that same pattern. But here's the catch: some answering services don't bill you every 30 or 31 days. Oh no, they bill you every 28 days.

On the surface, that might not sound like a huge difference. But let's do the math. If you're getting billed every 28 days, that means you're not getting 12 invoices a year. You're actually getting 13. That's right, an extra bill every single year! And in certain years, like 2024 and other leap year scenarios, that can even sneak up to 14 bills!

Think about it. You budget for 12 monthly expenses, and suddenly you're hit with an extra one, or even two. It throws off your cash flow entirely. On top of that, it makes it incredibly difficult to accurately forecast your costs. This 28-day billing cycle is a sneaky way for some companies to essentially increase their revenue from you without explicitly raising their rates. So, when you're comparing plans, always clarify their billing cycle. Is it truly monthly, or is it this deceptive 28-day billing? It can make a significant difference to your bottom line over the course of a year.

Next up, let's talk about those Holiday Surcharges.

Hidden Charge #2: Holiday Surcharges

You run a business that needs to be available for your customers, right? And sometimes, that includes major holidays. Now, here's where some answering services will hit you with an extra fee simply for answering your phone on those days.

Seriously. You want your calls answered on Christmas Day or the Fourth of July? Well, some companies will charge you a premium for that.

And if you don't pay it? They might just let your phone ring and ring. Imagine that—a potential customer trying to reach you on a holiday, and they get nothing but silence. Not exactly a great way to build customer loyalty, is it?

Their justification? They claim they have to pay their staff more to work on holidays, so you need to foot the bill for that extra labor cost. Now, while there's a certain logic to that on their end, think about it from your perspective. Would you accept your grocery store charging you extra just because it's a holiday? It's a cost of doing business, and a reliable partner should factor those staffing costs into their overall rates, not nickel and dime you with surcharges every time a major holiday rolls around. Make sure you ask upfront about their holiday policies and if they impose any extra fees.

Now, let's move on to something that can sound appealing on the surface but often has hidden costs: 'Free' Patch Time.

Hidden Charge #3: 'Free' Patch Time

Patching, for those who aren't familiar, is when the answering service connects an incoming call directly to another phone number. For example, connecting a customer to you on your mobile phone.

While some call centers will clearly break this down as a nominal per-minute charge, others will proudly advertise "free patching!". Sounds great, right? "Free" is always a good word. But as the old saying goes, there's no such thing as a free lunch. And in this case, there's definitely no such thing as free patch time.

Our research has consistently shown that companies offering this "free patching" often make up for it by charging a significantly higher premium on their agent work time. Sometimes this premium ranges from 30% to a staggering 100% more per minute!

So, while you might not be paying directly for the connection time, you're likely paying a much inflated rate for the agent's time handling the initial call. It's a classic example of hiding costs in plain sight. Don't be fooled by the allure of "free." Always look at the overall rate structure and understand exactly what you're paying for each minute of service, including any potential patching.

Have you seen answering services promoting their "free trial" offering?
Click here to read about why it's not the benefit they make it out to be.

And finally, let's talk about "Random Fees".

Hidden Charge #4: Random Fees

Over the years, I've seen some truly creative charges pop up on invoices, things you might not even think to ask about initially.

Here are just a few examples of these ancillary fees that you really need to watch out for:

• 'Universal Service Fund (USF) fee': This is a government-mandated fee for telecommunications        services, and while it's legitimate, some companies might inflate it or not clearly explain it.
• 'HIPAA compliance charge': If you're in the healthcare industry, HIPAA compliance is crucial. But      some answering services might charge a separate, recurring fee for ensuring this compliance,            even if it's a standard part of their service for medical clients.
• 'Message retention fee': Believe it or not, some companies will charge you a monthly fee just to          store your messages for a certain period.
• 'Voice recording and logging fee': If you require call recording for quality assurance or                              compliance purposes, some providers might bill you extra for this feature on a recurring basis.
• 'Telecomm Recoupment fee': This is another vague fee that can encompass various                                    telecommunication costs and might not be clearly itemized.

What You Can Do About Hidden Charges

Now, I'm not saying that all of these charges are inherently bad or that every answering service imposing them is trying to rip you off. Some companies may have valid justifications for certain fees based on the specific services they provide and the regulations they need to adhere to.

However, the point here is transparency and comparison. You need to be aware that these ancillary charges exist and ask potential providers for a complete breakdown of all their fees, not just the base rate. Because these seemingly small monthly charges can quickly add up and turn what initially looked like a reasonable rate into a much bigger, and unexpected, bill every single month.

So, when you're shopping for an answering service, remember to look beyond the surface. Don't just focus on the advertised rates. Ask about their billing cycle, their holiday policies, how they handle patching, and most importantly, get a comprehensive list of all potential recurring charges. By being diligent and asking the right questions upfront, you can avoid those budget-busting surprises down the road and find a reliable partner with truly transparent pricing.

Educational resources to help with your search for an answering service:

What should you know before you hire a call center?

How much is an answering service supposed to cost in 2025?

8 ways you can reduce your answering service's cost every month