Inbound hotline, fully managed

A customer calls once. If nobody picks up, they do not try again — they dial the next number in the search results. A missed call during business hours is not an inconvenience, it is a lost deal you have already paid for with advertising.

A hotline is not an answering machine and not a receptionist. It is a trained agent who answers as your company, resolves the caller’s question against a script you approved, and hands you a finished record with the name, the number and what the caller actually wants.

At the Globus contact center the agent learns your product and passes a check before the first live call. Your number stays yours: you point call forwarding at our line in five minutes and switch it off just as fast whenever you want. You stop losing business to a ringing phone.

30 seconds to answer · 95% answer rate · 09:00–21:00, seven days a week.

WHAT THIS SERVICE IS

An outsourced inbound line for your business. One service covers four distinct jobs:

• Answer and advise. Pricing, availability, terms, location, lead times, how the product works. Everything a caller asks first — and everything your sales team has no time to repeat.
• Intake and booking. The agent takes the order, opens the request, books the appointment or the site visit. Every detail lands in a record: name, number, and what the caller actually wants.
• Routing. Urgent calls are transferred to your staff under rules you set. Everything else is taken as a message and delivered the same hour — nobody waits on hold for an answer we do not have.
• Peaks and campaigns. You launch a campaign, a promotion or a season and call volume triples. The line takes the surge so your own team never goes underwater.

Voice only. We answer telephone calls. We do not staff messaging apps, website chat, email or social media — and we do not bill you for them.

THE LIFE OF ONE CALL

Six steps from the first ring to a record in the system. It takes exactly as long as a normal conversation — the only difference is who picks up:

• Your customer dials your number. The same number printed on your ads, your website and your business cards. The caller notices nothing and dials nothing twice.
• The call forwards to our line. You set call forwarding once. The call enters the queue and goes to the first available agent assigned to your account.
• An agent answers with your greeting. Your company name, your wording. The caller reaches your business, not a call center. Within 30 seconds.
• The conversation follows your script. The agent answers questions, qualifies the need, takes the order or books the slot. What the agent settles alone and what gets transferred is your call, made at kickoff.
• The call becomes a record. Caller, number, what they wanted, what was agreed, what you need to do next. Not “we took a call” — a record your team can act on.
• It reaches you. You see it in the system and, if you want, get a Telegram alert. From there your own people take over.

Why we forward your number instead of issuing a new one. Your number is already on your cards, in your advertising and in search results. Changing it costs you customers. So we do not hand you a new one: you point call forwarding at our line in five minutes and switch it off just as fast whenever you want. Your number stays yours — we never hold it hostage.

HOW WE WORK

Seven business days from signature to a live line. The agent goes on the phone already trained — not learning on your customers:

• Kickoff call — 30 minutes. We go through your product, who calls you and why, and the questions that come up again and again. Then the one thing that matters most: what the agent settles alone, and what must be transferred to you.
• Call script. We write the greeting, the answers to recurring questions, the transfer and escalation rules, and what to do when a call goes sideways. You read it and approve it — no agent says a word you have not seen.
• Technical setup. We configure call handling and the queue, create your account in our CRM, open your access and switch on notifications. On your side, you point call forwarding at our line — that is a five-minute job.
• Agent training. The agent learns your product and script, runs test calls and passes a check before going live. Every account gets a primary agent and a backup.
• Live operation and reporting. The line takes calls. Once a month you get the numbers — calls received, calls answered, average speed of answer, what people asked about most — plus our recommendations on what to change in the script.

7 business days from payment to first call · 2 agents per account, primary and backup · 1 account manager — your named contact.

THE BILLING UNIT

We bill talk minutes. Nothing else. On an inbound line, the caller sets the length of the conversation — not the agent. That leaves exactly one honest unit: a minute the agent actually spent talking to your customer. Everything around it is on us.

Billable:

• time from the moment the agent picks up until the call ends;
• rounded up to the full minute, per call;
• a repeat call from the same customer counts separately.

Not billable:

• ringing and time the caller spends in the queue;
• the automated greeting before an agent picks up;
• calls abandoned before the agent answers;
• agent time spent writing up the record after the call;
• wrong numbers and silent calls — credited back.

Why not per call, and why not per seat. Per-call pricing punishes you for short calls — “what’s your address” would cost the same as working through a complex order. Per-seat pricing bills you for empty hours when nobody rings. The minute is the only unit that moves in step with your actual load: a quiet month costs less, a busy one costs more, and you can see exactly why.

WHAT YOU GET

One price. Telephony, the system, training, reporting and your account manager are already inside it — there will be no separate line items for setup, connectivity or reports:

• A live person instead of a ringing phone. During operating hours an agent answers — not voicemail, not a bot.
• An agent trained on your product. Your greeting, your script, your company name.
• A record for every call. Caller, number, what they wanted, what was agreed, what you owe them. Nothing gets lost.
• Access to our CRM, scoped to your account only. You do not need a CRM of your own. You see your line in real time and you never see anyone else’s customers.
• A Telegram alert on every call — instead of the CRM or alongside it, your choice.
• Call transfers to your staff under the rules you set at kickoff. Urgent things reach you immediately.
• A monthly report. Calls received, calls answered, average speed of answer, share answered within 30 seconds, and what callers asked about.
• Script review and updates. Every month we look at what callers actually ask and extend the script — at no extra cost.
• A named account manager. One person on your side of the table, not a shared support inbox.
• A backup agent. Illness, holiday or a day off never leaves the line unanswered.

Your side — three things: answer the kickoff questions about your product, approve the call script, point call forwarding at our line. Everything else is our side: people, training and cover; the line, the queue and call distribution; CRM, access, alerts and reporting.

WHAT WE GUARANTEE, AND WHAT WE DO NOT

The second list matters more than the first. Nobody can promise sales growth on an inbound line — and anyone who does is selling you hope, not a service.

We guarantee:

• at least 80% of calls answered within 30 seconds;
• an answer rate of 95% or better during operating hours;
• 09:00–21:00 Yerevan time, seven days a week, weekends included;
• every agent trained and tested before the first live call;
• every call written up as a record — nothing disappears;
• a transparent invoice: every billed minute is itemized in the report;
• agent replacement on your request, no explanation required.

We do not guarantee:

• sales or revenue growth — the agent delivers the caller to your team, you close the deal. Your price, product and market are outside our control;
• that every caller becomes a customer — some callers dial the wrong company, some only want a price;
• round-the-clock coverage — the line runs 09:00–21:00. We will not promise a night shift we cannot staff;
• results when nobody calls — inbound volume is set by your marketing, not by our agent;
• answers beyond the script — the agent will transfer the caller to your specialist, not replace one.

We sell availability and answer quality — the part we actually control. That is more honest than “15–30% higher conversion” printed in small type.

PRICING

Your price is built from three parts: a one-time setup + a monthly plan (which includes a minute allowance) + optional add-ons. No hidden line items: telephony, training, reporting and your account manager are inside the monthly plan.

1. Setup — AMD 150,000, one time. Kickoff, script sign-off, agent training, line and CRM setup. Billed once, with the first month.

2. Monthly plan — three tiers:

We size the plan at kickoff against your call volume.

3. Add-ons — optional:

• Month-to-month, renews automatically. 30 days’ notice to cancel, no penalty.
• Allowance used up — we move you up a plan. There is no pilot and no free period.
• Payment by bank transfer to MaxMedia LLC. The monthly fee is paid in advance; add-ons appear on the same invoice.
• Report and breakdown by the 5th.
• All amounts in Armenian drams (AMD), taxes included. International engagements quoted separately.

COVERAGE AND HOURS

We do not promise round-the-clock coverage. We promise twelve hours a day, seven days a week — and we hold that every day, not just in a brochure.

Your local time — twelve hours a day everywhere: Yerevan and Dubai 09:00–21:00, Moscow 08:00–20:00, Berlin and Paris 07:00–19:00, London 06:00–18:00. Summer time shown; European cities shift back one hour in winter.

• Languages. Armenian and Russian are included in the base price. English is quoted per engagement. German, Arabic and Chinese are available on request.
• Outside operating hours. Callers hear your recorded message and the line calls them back in the morning. US night coverage is a separate team, quoted per engagement.

Why we do not advertise 24/7. Round-the-clock coverage means a dedicated night team and night-shift premiums under Armenian labour law. We could print “24/7” on the cover the way almost everyone does — but at three in the morning you would reach voicemail. We publish the hours we genuinely staff with people.

FREQUENTLY ASKED QUESTIONS

How is this different from hiring a receptionist?
A receptionist is one person working eight hours. A hotline is a team: a backup agent, a queue when several calls land at once, weekend coverage, and a written record of every call. Receptionists get sick and take holidays. The line does not.

Do I need a new phone number?
No. You keep your number and forward it to our line. Setting it up takes five minutes, and you can switch it off whenever you like.

What happens if several people call at once?
Calls enter a queue and are distributed across the agents assigned to your account. Callers hear hold, not a busy signal. Queue time is not billable.

What exactly counts as a minute?
Time from the moment the agent picks up until the call ends, rounded up to the full minute on each call. Hold time, the automated greeting and post-call write-up are not counted.

Do I pay for wrong numbers and silent calls?
No. The agent flags them and they are credited back at month end. You see them itemized in the report.

What if we go over the minute allowance?
The line keeps answering — we never shut it off mid-month. From the following month we move you to a larger plan so the allowance fits. We will raise it ourselves as soon as we see the trend.

And if we don’t use the allowance — does it roll over?
No, unused minutes expire at month end. If it happens two months running, we move you to a smaller plan — we will raise it ourselves.

How fast do you answer?
At least 80% of calls are answered within 30 seconds. You see the actual figure for the month in your report — pulled from the system, not from us.

What share of calls do you answer?
At least 95% of all calls during operating hours. The remaining 5% is headroom for sudden spikes, and we call those people back ourselves.

Do you operate 24/7?
No. The line runs 09:00–21:00 Yerevan time, seven days a week. We do not print “24/7” for decoration — we publish the hours we actually staff with live agents.

What happens to calls outside operating hours?
Callers hear your recorded message with the opening hours. In the morning an agent calls back everyone who rang overnight. Those calls appear in the report too.

What languages do your agents speak?
Armenian and Russian are included in the base price. English — and German, Arabic or Chinese — are quoted separately for the specific engagement.

Where do I see what is happening on the line?
In our CRM, where your access is scoped to your account only. Every call has a record: caller, number, subject, outcome. On request we mirror every call to Telegram.

Do I need my own CRM?
No. We work in our system and give you access to it. You do not have to buy or configure anything.

Will your agents really understand my product?
To the depth we agreed in the script — yes, and we verify it with test calls before launch. Anything beyond the script gets transferred to your specialist. We do not pretend to replace your engineer or your lawyer.

Do you guarantee more sales?
No, and nobody honestly can. We guarantee the phone gets answered, the caller is handled to your script, and the record reaches you. Closing, pricing and the product itself are yours.

How long is onboarding and how do I pay?
Seven business days from payment. The AMD 150,000 setup is charged once, together with the first month; after that it is the monthly plan plus any add-ons you took. Payment by bank transfer to MaxMedia LLC. There is no pilot and no free period.

GETTING STARTED

• Kickoff call — 30 minutes. We go through your product and the questions your customers ask, size your current call volume and pick the plan.
• Agreement and payment. We sign; you pay the setup and the first month by bank transfer to MaxMedia LLC.
• Setup and training — 7 business days. We write and agree the script, train the agents, configure the line and the CRM. You point call forwarding at us.
• The line goes live. Calls get answered, records reach your team, and the month closes with a report and a review.

Let’s talk about your line. We are taking on a limited number of accounts at launch — so every client gets trained agents rather than whoever happens to be free. Start with the kickoff call: it commits you to nothing and takes half an hour. Phone +374 93 557 144. MaxMedia LLC · Globus Contact Center, 38 Marshal Babajanyan St., Yerevan, Armenia.

Terms are valid as of the date of this proposal and do not constitute a binding offer. Final pricing follows the kickoff call, based on your product and current call volume.