Telephone Answering Services - what you need to know
A telephone answering service is like a virtual receptionist. Depending on your needs and requirements, basic telephone answering providers will take incoming calls and messages/voicemails, and others will offer extras like diary management and after-hours support.
In this article, we explain everything you need to know about telephone answering services – what they are, how they work, and how they can benefit a small business.
What is a telephone answering service?
A telephone answering service manages your incoming calls, like a PA. It is an outsourced, virtual team that acts on your behalf, as if they were an employee.
There are different levels of telephone answering services; some providers will simply answer calls and take messages, and some will offer a more bespoke service with additional benefits like managed live chat, 24/7 support and outbound calling.
Telephone answering services are not to be confused with call centres.
Traditional call centres assign incoming calls to the next available operator who provides text-book assistance. Meanwhile, a telephone answering service pairs you with a dedicated individual or small team who are fully trained in your business practices and tone of voice.
- See also: What is a virtual call centre?
- See also: 7 benefits of using a telephone answering service
While they also have a script to follow to some extent, the key difference is that they become experts in your company, just like you’d expect from an in-house team. That way, they provide a tailored, professional service, giving clients and customers the impression that they’re talking to you.
Also, telephone answering agents are virtual, meaning they could be based anywhere; some could be working from home and some could be in a coworking space. They aren’t all necessarily in the same place as you’d find with call centre staff.
How it works
Telephone answering agents use Voice over Internet Protocol (VoIP) technology. This allows them to answer and make calls from anywhere, as long as they have a broadband connection.
Their internal phone system then connects calls via the internet in the same way a landline would, making VoIP a more efficient way to communicate, as there’s no need to install a physical phone line.
When you sign up with a provider, you can either keep your existing business number and have your calls redirected to a virtual assistant, or use the provider’s number instead.
Either way, when a call comes in, they’ll be able to answer it on your behalf, or transfer it to you if requested.
In addition, telephone answering services use cloud-based software to access the caller’s information. That way, they can see who is calling and even recognise callers who have been in touch before.
Benefits of telephone answering services
Whether you’re a micro-business without the budget for an in-house PA, or a start-up looking for help with managing high-demand periods, there are many benefits of telephone answering services. Here are some of the key ones to consider:
Cost-effective
Firstly, they’re cost-effective. No matter your company size, every penny matters. You can keep your expenses down, without compromising on quality customer support, by opting for a virtual telephone answering service.
It means you don’t have to hire permanent staff, saving you a considerable amount of money on recruitment fees, salaries, and employee benefits – simply pay for what you need, as and when you need it.
Efficient
It’s also efficient. Telephone answering services allow you to streamline your inbound communications with instant access to a fully trained and professional virtual assistant.
They handle your calls just like an internal employee would – your callers won’t even notice that they’re talking to an external person. That way, you save time on hiring and ongoing training, while resting assured that your business delivers high-quality customer service.
Tailored service
Another benefit is that it’s a tailored service. As mentioned, unlike a call centre, a telephone answering service provides solutions that are bespoke to you and your company.
Most providers will answer calls using your “tone of voice” guidance, transfer urgent calls, and take messages and voicemails. Some, however, offer extra services that could be useful to you.
For instance, after-hours support: a good telephone answering service will offer 24/7 help, ensuring that urgent needs are addressed and reducing the chance of missed opportunities.
If you need to declutter your calendar, or simply need a hand with easing the heavy workload that comes with running a business, some virtual assistants will also organise your diary and schedule meetings.
Whatever your needs, a telephone answering service provides high-quality support that’s tailored to you.
Alleviate pressure
Perhaps you have an internal PA or receptionist, but you experience high-demand periods (for example, if you run a seasonal business or have launched a successful advertising campaign), a telephone answering service can help alleviate the pressure from your existing team.
With a virtual assistant, you can cover those temporarily busy periods confidently, knowing that your customers and clients (and potential clients) are supported promptly and professionally.
Scalability
Finally, your telephone answering service can scale up along with your business. If you’re expanding and the level of your incoming calls is growing, you can simply ask for additional virtual agents to help with the added demand.
Likewise, if you need to cut back on resources, simply reduce your number of virtual assistants to one or two.
Potential costs
The cost of a telephone answering service will differ between providers. Some operate a pay-as-you-go model and some will offer more cost-effective options if you sign up for a particular package.
Providers will normally base their prices on a mixture of factors, such as monthly minutes, the number of agents you require, and the specific services you need from a virtual agent.
For example, at Bizik, prices start at just 99p per minute. Other suppliers may have different fees. Also, as it’s a bespoke service, they are adaptable and matched to your exact needs, so you’ll normally have to contact your preferred provider and obtain an individual quote.
What to look for in a telephone answering service
We’ve established that telephone answering services can differ vastly. So, it’s important to do your research and choose a provider that matches your needs.
A good supplier will offer flexible plans and rates, so make sure you look at their cost-per-call fees and how other services are charged.
You should also avoid hidden costs and long-term contracts, allowing you to trial the service first and make sure it works for your company before committing.
For the most cost-effective and efficient route, it’s worth sticking with the essential services your business needs first. That could be simple call management and voicemail recording. If you’re happy with that supplier and want to stick with them, you can then consider expanding your plan.
When doing your research, pay attention to any existing reviews or testimonials. These will give you a good idea of the professionalism and quality of service they provide, as well as what it’s like to work with them. Also check the provider’s website for any trust badges indicating their trustworthiness and credibility.
If you’re unsure which supplier is right for you, get in touch with our specialist telephone answering team here at Bizik. We have a wide range of packages (including a dedicated Business Starter package) and once you sign up, you can extend your plan as and when you need to.
Our excellent PAs will take care of and notify you about your incoming queries, and pass key calls on to you or a colleague in a way that’s best for you. They will also take after-hours voicemails, meaning you can keep your customers happy even outside of your regular business hours. And don’t worry, you can rest assured that your Bizik PA represents your brand at all times.
Thanks for reading
Telephone services are suitable for businesses of all sizes in a variety of industries.
From new businesses with just a few employees to medium-sized enterprises with a team of 150, your organisation can benefit from the professional, tailored help of a virtual assistant.
Thanks for reading. Please contact us about any questions you might have.
Nick is Operations Director at Bizik, responsible for the Operations Team and delivering Contact Centre and Customer Service excellence. He has 10+ years of Contact Centre experience, high-level expertise in telephony, email and live chat management, and has managed teams across the UK and UAE. Nick is motivated by his people-first values, good leadership and customer-centricity.
