I am frequently asked, "Should I pay for my telephone answering service by the minute or by the call? Which is better?" The answer depends on two things:

1 - What, specifically, is your answering service doing for you on each call (for example, what is the process they are to follow?)

2 - How many calls do you expect your answering service to receive on a monthly basis?

Once you asnwer these two questions determining to pay by the minute or by the call becomes much easier. There are a number of factors that contribute to a final decision but the rules of thumb are these:

• If you expect LOW call volume and SHORT or LONG duration calls, pay by the minute
• If you expect HIGH call volume and SHORT duration calls, pay by the call
• If you expect HIGH call volume and LONG duration calls, pay by the minute

There are other factors that will influence a final decision in this area. Considerations about how operators are to process calls must be evaluated. For example, if you need your live operator to call you and verbally relay a message as opposed to sending you a brief text message will affect overall call durations and your pricing plan. If your operators are required to make multiple, successive outbound calls to your "on-call" or "after-hours" staff to relay a message this will have a strong impact on pricing decisions.

Be sure to discuss each of these factors with a qualified, knowledgeable telephone answering service professional to understand your options. Or, just ask me!