Choosing the Right Call Answering Service

A ringing phone can be a blessing or a curse for business. A reputable call answering service can help businesses handle a high volume of calls, resolve customer questions and take messages, or even pre-qualify warm leads. But with so many options out there, choosing the right one can be confusing.

Answering services are small operations that typically provide a personalised and cost-effective alternative to traditional call center outsourcing or the ‘virtual receptionists’ offered by larger call center companies. The operators at these providers are trained in your industry and know your company, so they can answer customer queries and even schedule appointments without resorting to a scripted, generalised solution.

The answering service can also give you a choice of how your calls are recorded and shared with you – typically an email or SMS message with the caller’s name, number, reason for calling and the call summary. Some providers even give you a second, professional business line that you can publish, and forward to your phone (on a permanent or on-demand basis).

You can also choose how you’d like to be greeted by the virtual receptionist at the beginning of each call (like ‘Hi, it’s Dr Smith’ or ‘Hello, this is the Sunshine Coast Dental Practice’) and set up scripts for them to follow in order to give customers and clients a consistent experience, regardless of which of your team is on shift. Most answering service providers also offer a range of packages to suit every budget, from pay-as-you-go plans to all-inclusive options for large call volumes. call answering service

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