When a business customer calls, they want to speak with someone who can answer their questions or provide assistance. For businesses with a call center, this can be done quickly and professionally using an answering service. But what is an answering service and how do you know if it is right for your business?
Basically, an answering service is a third-party company that answers incoming phone calls for your business during nonworking hours. They have trained staff that use call scripts provided by the client to handle calls. This allows them to provide personalized information and make the customer experience positive for their customers. It also frees up the time of your employees so they can work on other important projects.
Many small business owners struggle with handling calls on their own. Even with an on-site receptionist, there will be days when they are sick or their child has a field trip and they can’t answer the phone. With an answering service, you can leave those calls to the professionals and refocus your day on important tasks.
When choosing an answering service, look for one that is affordable and has the features you need. Checking the Association of TeleServices International’s directory can help you find a reputable company. You should also ask about their operator turnover and their experience working in your industry. Most companies also offer services that allow you to forward your existing phone number or port it over to their service and publish a separate business phone line (often at no additional cost). This helps protect your privacy and provides a more professional appearance.