When you’re running a business, there are a lot of things that you have to worry about. One of the most important is ensuring your customers can always get in touch with you. This is why choosing the right phone answering service for your business is important. This article will discuss some of the factors you should consider when making your decision. We will also provide tips on getting the most out of your phone answering service.
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What is a phone answering service and why do you need one?
A phone answering service is a call center that answers call on behalf of your business. They can handle various tasks, such as customer service, sales, and appointment scheduling. There are many reasons why you might need a phone answering service. Here are some of the most common:
You don’t have enough staff to answer all of the calls.
If you’re a small business, you might not have enough employees to answer all the calls. This can be a problem during peak times, such as after office hours or on weekends. A phone answering service can help to alleviate this issue by taking some of the calls for you.
You want to provide better customer service.
Another reason you might need a phone answering service is if you want to improve your customer service. A good phone answering service can handle all of your calls professionally and courteously. They can also help to resolve any issues that your customers might have.
You want to free up your time.
If you’re always on the phone, it can be difficult to get other work done. A phone answering service can take some of the calls for you, which will free up your time so that you can focus on other tasks.
You have international customers.
If you have customers in other countries, providing them with the same level of service that you would for domestic customers can be challenging. A phone answering service can help bridge the gap by providing bilingual services.
What are the different types of phone answering services?
Now that you know why you might need a phone answering service let’s discuss the different types of available services. The three most common phone answering services are live call centers, automated call centers, and virtual receptionists.
Live call centers
A live call center is a phone answering service where real people answer calls. This is the most expensive type of service, but it’s also the most comprehensive. Live call centers can handle a variety of tasks, such as customer service, sales, and appointment scheduling.
Automated call centers
An automated call center is a phone service where an automated system answer calls. This is the least expensive service, but it’s also the least flexible. Automated call centers can typically only handle simple tasks, such as taking messages or providing information about your business.
Virtual receptionists
A virtual receptionist is a type of phone answering service where calls are answered by a recorded message. This is more expensive than an automated call center but more flexible. Virtual receptionists can handle a variety of tasks, such as customer service, sales, and appointment scheduling.
How to choose the right phone answering service for your business
Now that you know the different types of phone answering services let’s discuss how to choose the right one for your business. There are a few factors you should consider when making your decision.
Cost
The first factor you should consider is cost. Live call centers are the most expensive type of service, but they’re also the most comprehensive. Automated call centers are the least expensive type of service, but they’re also the least flexible. Virtual receptionists are more expensive than automated call centers but more flexible.
The types of tasks you need handled
Another factor to consider is what type of tasks you need to be handled. For example, suppose you only need simple tasks to be handled, such as taking messages or providing information about your business. In that case, an automated call center might be a good option for you. On the other hand, a live call center or virtual receptionist might be a better option if you need more complex tasks to handle, such as customer service or sales.
The hours you need coverage
Another factor to consider is the hours you need coverage. Live call centers and virtual receptionists can provide 24/hour coverage, but automated call centers can only provide coverage during business hours. Therefore, you’ll need to choose a live call center or virtual receptionist if you need coverage outside business hours.
Tips for getting the most out of your phone answering service
Now that you know how to choose the right phone answering service for your business let’s discuss some tips for getting the most out of your service.
Here are a few tips for getting the most out of your phone answering service:
Train your answering service properly
Ensure your phone answering service is properly trained on your business and your products or services. This means they should be able to answer basic questions about your business and more complex questions. You should also ensure they know your company’s policies and procedures.
Provide clear instructions
Make sure you provide clear instructions to your phone answering service. This includes your hours of operation, how to handle different types of calls, and any special instructions you have for handling calls outside of business hours.
Monitor your call volume
Monitor your call volume to ensure your phone answering service can handle the volume of calls you’re getting. If you start to get a lot of calls, you may need to upgrade to a live call center or virtual receptionist.
Be available to answer calls
Ensure you’re available to answer calls when your answering service handles them. This means you shouldn’t let your voicemail pick up when they call. This will help ensure that your calls are handled properly and promptly.