Why Your Business Needs an Answering Service

An answering service acts as a virtual receptionist, handling incoming calls on your behalf. These services offer a dedicated team of professionals to answer your phone lines, manage calls, and provide your customers with the information or assistance they need.

They serve as a crucial intermediary, ensuring that your customers receive prompt and professional service, even when you are unavailable.

Think of it as having a 24/7 receptionist without the overhead cost of hiring and managing a dedicated person in-house. Modern answering services offer a range of features that can seamlessly integrate into your business operations.

There are various types of answering services catering to different needs and budgets. Some common types include:

Beyond the basic function of answering your phone, an answering service offers several advantages for your business:

Enhanced Customer Experience: A professional answering service ensures that every call is answered promptly, minimizing wait times and leaving a positive impression on your customers.

Improved Call Handling: Trained representatives can efficiently manage incoming calls, handle inquiries, and transfer callers to the right person or department.

24/7 Availability: An answering service operates around the clock, ensuring that your business is always accessible to customers, regardless of time zone or business hours.

While any business can benefit from an answering service, some industries see significant advantages:

Healthcare: Answering services can manage appointment scheduling, handle emergency inquiries, and provide vital information for patients.

Legal: These services can handle client inquiries, schedule consultations, and manage incoming calls during peak hours.

Real Estate: Answering services can respond to inquiries, schedule property showings, and provide information about listings.

Home Services: Answering services are essential for businesses like plumbers, electricians, and HVAC contractors who often receive calls outside of regular business hours.

A key benefit of using an answering service is the significant improvement in customer experience. By having every call answered promptly and professionally, you create a positive first impression that can significantly impact customer satisfaction and loyalty.

Here's how an answering service enhances the customer experience:

Answering services can significantly boost your team's productivity by freeing them from the burden of managing incoming calls. This allows your employees to focus on core tasks and responsibilities, leading to better efficiency and output.

Here's how an answering service improves productivity:

A professional answering service can contribute significantly to a positive brand image. It showcases your commitment to excellent customer service and builds trust with potential customers.

Here's how an answering service enhances your brand image:

While an answering service requires an investment, it can be a cost-effective solution in the long run.

Here's how an answering service saves you money:

Before selecting an answering service, it's essential to understand your specific business requirements and the level of service you need.

Here are some key questions to consider:

Call Volume: How many calls do you receive daily, weekly, or monthly?

Business Hours: Do you need coverage during specific hours, or 24/7 availability?

Types of Calls: Are you handling routine inquiries, scheduling appointments, or managing complex customer service issues?

Industry Specific Needs: Do you require specialized knowledge or industry expertise for handling calls?

Budget: What is your budget for an answering service?

Once you understand your needs, you can evaluate different answering services based on their features and capabilities.

Some essential features to consider:

Live Answering: Do you need live agents or an automated system to answer calls?

Call Routing: Can the service route calls to specific individuals, departments, or voicemail based on caller ID or pre-programmed rules?

Message Taking: Does the service offer accurate message taking and delivery?

Appointment Scheduling: Can the service schedule appointments or consultations on your behalf?

Lead Generation: Can the service capture leads and forward them to your sales team?

Customer Support: Does the service offer support and training for using their platform?

Answering services offer various pricing plans and packages to accommodate different budgets and needs.

Consider these aspects of pricing:

Per-minute Charges: Some services charge based on the duration of each call.

Monthly Subscription: Others offer monthly subscription plans with a fixed number of minutes or call volume.

Additional Features: Extra features, such as lead generation or appointment scheduling, may come with additional fees.

Contract Length: Check the length of the contract and any potential cancellation fees.

Reading customer reviews and testimonials can provide valuable insights into the quality of an answering service and their customer satisfaction levels.

Look for reviews from other businesses in your industry to get a better understanding of the service's effectiveness.

Third-Party Review Sites: Explore websites like G2 Crowd, Capterra, or Trustpilot to find reviews from other businesses.

Industry Forums: Search industry forums and groups for discussions about answering services and real-world experiences.

Case Studies: Many answering service providers showcase case studies of successful businesses using their services.

Once you've chosen an answering service, the next step is setting up your account and configuring the service to meet your specific requirements.

Here are some key steps involved in setting up your account:

Provide Business Information:

Share your company name, contact details, business hours, and any other relevant information.

Define Call Routing: Set up call routing rules to direct calls to specific individuals, departments, or voicemails based on caller ID or other criteria.

Create Scripts: Develop custom scripts for your representatives to follow when answering calls, ensuring a consistent and professional experience.

Integrate with Existing Systems: If you have other business systems, such as CRM or scheduling software, explore integration options with the answering service.

Many answering services offer training and onboarding programs to help you get familiar with their platform and ensure a smooth transition.

Here are some common aspects of training and onboarding:

Platform Walkthroughs:

The service provider will guide you through the platform, explaining features and functionality.

Script Development: You'll receive guidance on creating scripts tailored to your business needs and brand identity.

Call Handling Best Practices: The service provider will share best practices for managing calls, resolving customer issues, and maintaining a professional demeanor.

Ongoing Support: Most answering services offer ongoing support via phone, email, or online resources to answer questions and assist with any challenges.

Integrating your answering service with existing business systems can streamline workflows, enhance efficiency, and provide a more seamless experience for both your team and your customers.

Here are some potential integration points:

CRM Systems: Integrate the answering service with your CRM to capture customer data, track interactions, and manage leads more efficiently.

Scheduling Software: Connect the service to your scheduling software to automate appointment scheduling and minimize manual data entry.

Voicemail Systems: Integrate the service with your voicemail system to ensure that messages are transcribed and forwarded promptly.

Email Marketing Platforms: Connect the answering service to your email marketing platform to capture email addresses and send automated follow-up messages.

Small businesses often benefit significantly from using answering services. By outsourcing call management, they can free up time and resources to focus on core business operations.

Here are some real-world examples of small businesses using answering services effectively:

Local Service Businesses: Plumbers, electricians, and other home service providers often receive calls outside of regular business hours. Answering services ensure that these calls are answered promptly, minimizing missed opportunities and improving customer satisfaction.

Retail Stores: Small retail stores can benefit from an answering service to handle customer inquiries, schedule appointments, and provide information about products or services, even when the store is closed.

Freelancers and Consultants: Freelancers and consultants can use an answering service to manage their calls, schedule appointments, and provide a professional image to their clients, even when they are busy working on projects.

Large corporations also leverage answering services to manage high call volumes, provide 24/7 availability, and enhance customer support.

Here are some examples of how large corporations use answering services:

Customer Service: Large corporations with extensive customer bases can use answering services to handle a high volume of calls, providing prompt and consistent support to customers.

Sales and Marketing: Answering services can capture leads, schedule appointments, and handle sales inquiries, providing a more efficient and effective sales process.

Human Resources: Large companies can use answering services to manage employee inquiries, schedule interviews, and provide information about benefits and policies.

Non-profit organizations can benefit from answering services to manage donations, provide information about their programs and services, and offer support to volunteers and donors.

Here are examples of how non-profits use answering services:

Fundraising: Answering services can handle calls from potential donors, answer questions about donation options, and process donations efficiently.

Program Information: Non-profits can use answering services to provide information about their programs and services to potential beneficiaries or volunteers.

Event Management: Answering services can assist with event registration, answer questions about events, and handle logistical inquiries.

Q: What is the cost of an answering service?

A: The cost of an answering service varies depending on the service provider, the features you need, and the volume of calls you expect. Some services offer per-minute charges, while others have monthly subscription plans. It's important to compare pricing and packages from different providers to find the best value for your needs.

Q: Can I use an answering service for international calls?

A: Many answering services offer support for international calls. They may have teams of representatives who speak multiple languages or use technology to handle calls from different countries. However, it's essential to check the specific capabilities and pricing for international calls when selecting a service.

Q: What if I have a specific industry or technical knowledge requirement?

A: Some answering services specialize in specific industries or offer training programs to ensure that their representatives have the knowledge needed to handle your calls. When selecting a service, inquire about their expertise and whether they have experience in your industry.

Q: How do I know if an answering service is reputable?

A: Check customer reviews and testimonials on third-party review sites like G2 Crowd, Capterra, or Trustpilot. Look for businesses in your industry who have used the service and read their experiences. You can also ask for references from the service provider.

Q: How can I integrate an answering service with my existing systems?

A: Many answering services offer integration options with common business systems, such as CRM, scheduling software, and voicemail systems. Check the specific integration capabilities of the service provider you're considering to ensure compatibility with your current technology.

Q: What are the benefits of using a live answering service over an automated system?

A: Live answering services provide a more personal touch and can handle more complex inquiries that require human interaction. However, automated systems can be more cost-effective for handling routine calls or providing basic information. The best option depends on your specific needs and budget.