Hiring a call answering service to handle your incoming calls can be a challenge. It may seem like an obvious business decision, if your business needs to field calls 24 hours a day and voice mail is not a sufficient answer. However choosing the right live answering service can be tricky.
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One potential trap you should avoid is treating your call answering service as a commodity. The service you choose will be interacting directly with your customers, and can have a significant impact on people's perception of your company, positive or negative. Try to keep in mind that you are not just looking for a low-cost supplier - you are looking for a partner who will directly affect your customer satisfaction.
When should you go with a call answering service?
There are a number of situations when a live answering service may be right for your business.
24 hour operation. Doctors, plumbers, and other professionals who need to be able to respond to calls round-the-clock have long turned to answering services. The service will take messages for you, and page you or call your cell phone in emergencies. This is the most traditional definition of a call answering service.
Call screening. If you have a high volume of incoming calls that you don't want to answer, an answering service can function as a screener for you, taking messages or giving basic information to most callers, and forwarding more complicated or valuable calls to your own staff.
Significant growth. If your business is experiencing rapid growth, a call answering service can be a good first step towards a fully outsourced call center solution. In this case, you'll want to choose a provider who will be able to work with you now and in the future.
How to choose a call answering service
Most live answering service providers today are full-fledged call centers who handle all kinds of calls, from simply taking messages to tech support and customer service. Before you start contacting call answering service providers, sit down and determine what exactly your requirements are - then find providers who match your needs.
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Don't overdo it. If you want a service only to take messages that you'll respond to when you're back in the office, consider using voice mail instead. However some businesses with very high customer service standards prefer to have a human answer the phone at all times, and a call answering service is the best way to achieve that goal.
Where are they, really? Be sure you know exactly where your calls will be handled. Even though headquarters and a large call center are in your city, the vendor may have satellite call centers in other states, countries, or even continents. Ask if your calls will be sent to multiple locations.
Having good estimates of your expected call volume can help you choose the right service. Make sure you have seasonal numbers if your traffic sees major spikes at different times of the year, and growth estimates if you are ramping up your operations. These numbers are important for helping you find a provider suited to your needs: for the best relationship, your calls should make up more than 5% but less than 50% of the vendor's traffic.
Call answering services usually charge per minute or per call, depending on how your contract is structured. For a basic call answering service, you can expect to have your calls handled by shared agents, also known as blended teams. They may answer the phone for you one minute, and for some other company halfway around the world the next. Typically you pay between $0.50 and $1.00 per minute for this type of service.
Some providers may have monthly minimums, which can drive up your costs if your volume fluctuates, and setup fees. Make sure the provider spells out exactly what additional charges you will need to pay before signing a contract.
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