GoResponse Telephone Answering Service Staff

What to consider when choosing a telephone answering service

Telephone answering services remain the primary communication tool for companies interacting with customers despite the ongoing rise of tools such as social media and other live chat facilities.  These answering services have never been more important to modern businesses, as failing to answer a call from a prospective client can have a negative impact on business continuity and long-term sales potential.  Consequently, there are a number of things you should consider when selecting a professional telephone answering service.

The majority of telephone answering service providers charge monthly rates, so you should begin by finding out what these charges are in order that you can compare them against other providers – as they can often vary in price.  You should then determine the call answering rates.  These rates (which are charged against each call that is answered) are only small but you must budget accordingly.  It is best to estimate the amount you will pay on a month-by-month basis, although small businesses should consider how short-term growth can impact on the number of calls answered.  Call centres usually have several call plans, so make sure you choose the right option for your business.

When outsourcing your calls to another company, you must also make sure that they completely understand your service and product information.  You may want to ask for a trial period to ensure the services you select are ideal for your business before negotiating a deal.  Finally, you should also find out whether the call centre provides monthly call statistics.  These statistics, which relate to the types and amount of calls, allow you to evaluate the impact of the service on your business.

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