The decision
Measure inbound calls, average conversation time and after-call documentation. Note when peaks occur and how many calls arrive while the current team is already occupied. Add outbound reminders and callbacks if these are part of the proposed role.
What to compare
For minute-based services, ask which activities consume the allowance and how rounding works. For a dedicated assistant, ask how calls are balanced with scheduling and other queues. A quiet hour may be useful for back-office work, but only if the role and access support it.
Before you commit
Review call quality as well as coverage. Sample accuracy of message routing, appointment changes and escalation. A low missed-call count is not enough if the information reaches the wrong person.