The importance of telephone answering service for a business organization

Customers are the center of every business, and with changing dynamics more companies are looking for new ways to satisfy the numerous needs and wants of the customers. The success of a business organization lies in effective communication with both its clients and customers. It would be quite tough for a small business company and startup organization to sustain and achieve success without a proper communication method and system in today’s competitive market.

The essential elements that an organization needs to effectively market its products and services include an interactive, creative, and user-friendly website, purposeful social media pages, and a telephone answering service. We live in a digital world where there is less paperwork, and everything is going mobile but communication is one thing that will remain important from both a personal and commercial perspective. A telephone answering service is an outsourced service where a team of call center agents manages both inbound and outbound business communications, which includes phone calls, transferring calls, making cold calls, taking down messages, and replying to messages. There are different types of answering services as there are several organizations that require answering services to meet their specific needs. The common types of answering services include

  • Virtual receptionist service

A virtual receptionist is the first point of contact for a company who will take instructions from the caller and giving a proper response or forwarding the call to the required person

  • Call center

A call center houses many phone taking representatives who are assigned to handle a stream of incoming calls. A call center is a must for service industries and the growing e-commerce companies. A call center can handle either incoming or outgoing calls or both.

  • Internet answering service

An internet answering service is an online support service that a company offers in the form of chat support, email support, and social media response. This type of service does not necessarily involve a conversation on the phone but communication is done through text messages.

  • Automated answering service

The automated answering services do not involve either a call center agent or live chat support. The service involves IVR (Interactive Voice Response), and the customers are asked to press certain keypad to get their desired service.

Telephone answering services are becoming quite common, and the services have a wide scope and use in different private and government-backed institutions such as telecommunication, hospitals, plumbing, landscaping, car repair, veterinarians, transportation, beauty salons, real estate, marketing agencies, entertainment, and banks. An answering service is not just call handling but feature different options that a company can use according to its business needs. Some of the features are

  1. Sending emails and text messages
  2. Taking online orders
  3. Satisfying the customers’ queries and issues
  4. Scheduling an appointment
  5. Taking down instructions or messages for another person in the organization
  6. Forwarding the call to the designated person

The answering services are the type of subscription services, and the cost depends on the type of service a business company needs. The services are on month to month basis, and a company can subscribe a particular service, and the tariffs are defined by the type of calls which can be simple inbound telephone calls, business services, and outbound calls. The telephone answering services providers provide various services such as small business services, professional services, and corporate services.

  • Small business services

The small businesses such as restaurants, beauty salons, car repair shops, guest houses, hotels, and marketing agencies have a limited number of resources and usually like to focus on their business priorities. An answering service is best for small businesses to ensure proper and timely interaction with customers that can help the business to establish and grow.

  • Professional services

The professional services include personal assistants who provide exceptional customer service and improve business efficiency. The personal assistants answer the incoming calls and relay the instructions through email and messages. They also forward calls and schedule appointments. One of the best advantages of personal assistants is that they organize the contacts in a database.

  • Corporate services

The corporate services include a wide range of activities such as personal assistants, a team of customer service representatives, virtual receptionists, outbound calling, and other office administration.

The reasons why a business company needs telephone answering services are

  • Timely response to customer and clients incoming calls
  • Improves business efficiency
  • Reflect a professional approach
  • Help to establish the business and improve the sales
  • Every incoming call will be entertained, and the calls will not be missed
  • The calls can easily be filtered which will improve productivity
  • Scripts can be used to answer all the calls in a standardized manner
  • Help an organization focus on its core business activities
  • Save time, money, and effort in employing a separate team that can handle the incoming customer calls.
  • The outsourced telephone answering services are provided 24/7 and customers will be entertained even after office business hours

Author Bio:

Sam Cook works as a manager in a call center company that provides telephone answering service Ireland to different companies. He knows the growing concern of providing timely service to both clients and customers, and an outsourced team can ensure quality call management.

About Amelie J