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Telephone Answering Service FAQs

We get a lot of questions from people about answering services. Let’s check out some that are asked most frequently.

Image of a sign that says "answers" and "questions" pertaining to telephone answering service frequently asked questions

Whether it’s a potential client calling to see what we can do for them, a current customer wondering how they can maximize the benefit of our services, or a friend asking about the company I work for, we get plenty of questions about telephone answering services. Some are from people who aren’t familiar with the industry at all, and others are from folks who have used a live support provider before.

Well, I thought we might cover some of the more popular FAQs that get directed our way about answering services.  These are just a few of them, there are many more, so we actually designated a portion of our website to frequently asked questions, but we thought we might highlight some of the more frequently FAQs on our blog. Here goes…

What is a Telephone Answering Service?

The most common definition is that a telephone answering service is a call center providing live receptionists and customer service representatives to answer your business telephone number and send you your messages. This service can be provided to almost any type of business.  The types of business uses vary from being your permanent receptionist to providing after hours and emergency support.

Additionally, a telephone answering service can provide sales and customer service, appointment scheduling, lead generation, order entry, among many other features.

Telephone Answering Services are still a thing?

This one always cracks us up. It’s typically asked by friend or family member after asking what our company does. For some reason they thought answering services were only used by doctors’ offices in the 80s and 90s. They are usually quite surprised to find out how prevalent live support providers are across many different industries.

What types of businesses does an answering service typically work with?

A telephone answering service, as we said earlier, works with many business types, models and sizes.  Depending on the answering service facilities, large businesses getting thousands of calls a month and we also assist  smaller companies receiving a few each week. Some of the most popular industries we work with is the medical field (doctors, hospitals, hospice, veterinary), legal professionals, contractors, property management, and really the list goes on and on.

How can my business benefit from a telephone answering service?

Your telephone answering service can help you brand your company, increase the visibility and availability of your business services to your current customers and potential customers, and provide professional, friendly, courteous agents who will answer your phones in the manner you prescribe.

The call center environment lends itself to providing large and small companies with customized services suitable for handling a variety of functions including, for example, computer help desk, order taking and entry, dispatching, email, live chat facilitation, and more. In the end, it’s really all about improving the customer experience and growing businesses.

Can I get a list of my calls?

A good telephone answering service should have a secure online portal that you can login to and see all of your calls and messages.

What is call patching?

Call patching is when the telephone answering agent takes a call from your customer and live-transfers the call to your office.

How will I get my messages?

Well, you’ve got plenty of options and it really just depends on what works best for you. We can relay messages by voice, leave a recording, email them to you, text them to you, fax (if you’re into that sort of thing), and as mentioned before, all your messages are available to you at any time via online account access.

How much will my answering service cost?

Anyone shopping for an answering service is bound to have this question. The short answer: it depends. If you want the long version, check out this article:  How much should an answering service cost?

Can I change my service once I sign up?

Typically, yes.  A good telephone answering service will help you with your business needs, and partner with you to ensure your plan is the best one for you. It should be flexible enough to change as your business needs grow and change. And with month-to-month answering services, you aren’t locked into a long-term contract. You should be able to contact your account representative and be guided through the options of adding services, changing your current service, adding various features, script changes, contact / forwarding changes…that list goes on and on too.

Summary:

There are a lot of great questions out there about answering service. A good provider  will partner with you, help you grow, make suggestions, listen closely to your intentions and work with you to set up a telephone answering service that meets your specific business needs.

If you have any questions about how it all works, please give us a call or send us a message.

Happy Answering!

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