Business Service

With the right partnership, a telephone answering service (TAS) service can reap real benefits. We all want to be available to answer every call but, let’s be honest. This is not realistic and certainly is not good for productivity. Therefore, an answering service is a smart solution to ensure calls are answered in the most efficient manner. This solution allows you and/or your staff to keep focus and avoid distractions.

Answering phones seem like a seemingly simple task, right? However, customization is key to providing callers with the information they need and relaying the message back to you in an efficient and timely manner. Answering calls and delivering a message is one thing, but doing so accurately and without error requires more planning. Regardless of whether you are looking for an answering service for yourself, or your business, there are certain questions to ask before making a final decision.

• Support - Can this company offer 24/7 support?
• Training - Does the company train their agents for various industry-related situations that may occur? If so, what formal training programs are offered?
• Service - Does this company offer call center support beyond TAS if the need for additional help is desired?
• Reputation - Does the company participate in the Association of Teleservices International? (An organization that assesses the quality of calls through test calls and a strict rating system. Find out more at www.atsi.org)
• Resolutions - If problems arise, how are they resolved? Will you have a single point of contact who can review your scope of work?
• Accreditation - Can this company provide you with agent accreditation or certification that is applicable to your specific industry?
• Agents - What kind of employee turnover rates does this company have? Typically how long do agents stay with the company?
• Capability - If your call volume increases or decreases can this company easily accommodate these changes?
• Customization - What level of customization can they offer?
• Pricing - Does this service provide competitive pricing? If they are bidding significantly lower than other services, determine whether price or quality is most important.

In addition to customer service, a quality answering service can save you money and headache. In today’s competitive market, there’s no room for error or a missed call. While it is easy to go with the cheapest service or the first company you find, make sure you are doing enough research to find the service that is right for you.

Sue McCrossin is writer and editor of this article. The article “Beyond the Traditional Answering Service…Choosing the Right Provider” presents the need of developed answering service in your business. GoACANow provides answering service so that you can never miss your important call.