8 ways an answering service can help grow your business
Lower capital spent on clerical duties
Listen, can you hear it?
That’s your wallet rejoicing at the money you saved, when you hired
an answering service.
Using an answering service to answer your telephone calls, you
never have to worry about providing benefits or installing the proper
equipment that will be needed to perform the task accurately or
You will only pay for what you use, no need to purchase several
computers, telephones, desks and chairs.
What you decide to do with the money you have saved by not hiring
multiple receptionist is up to you, but now you have the ability to
invest in other aspects of the company that will generate extra
Question #1: What time does your business close?
Question #2: What happens if a customer calls after hours?
Question #3: How many customers have you lost by not having a
live 24/7 telephone answering service?
Go 24/7 – Increase business hours
It has become customary for businesses to provide
some degree of support 24/7. Consumers are often
busy during the days; engulfed with personal or
In fact, as shown in Diagram 1.0 (on the following
page), a business will receive a majority of its calls
during ‘check in’ (7:30am-8:30am relative time) and
‘check out’ periods (4:30pm-6pm relative time).
Because the typical work day falls between 9am and
5pm, so a consumer (or prospect) will bombard a
business with multiple phone calls in a frantic attempt
to contact them before or after work.
Go 24/7 – Increase business hours (cont..)
The irony behind this however is most businesses are not open during these periods when the
call volume is at its highest. So, up comes the million dollar question:
Why do people call businesses, even when they know it is closed?
The answer is quite simple – they will call when they can and the average consumer has three
time slots to make these calls:
1. One the way to work (7am-9am)
2. During lunch (Noon-1pm)
3. On the way home (4pm-6pm)
Graph showing three peak periods in call
volume during a typical business day|Diagram 1.0
Hiring an answering service to represent your
business during these crucial periods when
your business is closed is a step in the right
direction to grow your business.
Granted, the answering service will not be able
to resolve the caller’s issue completely,
however a consumer is more likely to leave a
message with a live representative than a
machine. Also an answering service will
forward the message to you immediately, so
you will have the option of contact the caller
if he/she has an emergency.
Reduce number of missed calls
How many calls does your business miss each day? More importantly, can your business afford to
continue to miss calls?
Second chances are hard to come by… if a customer attempts to contact your company and is
unsuccessful, there is a 15% chance they will contact one of your competitors and that is always a
Technology has also made it possible to transfer
calls to different destination after a predefined time
allotment. Using techniques such as Call Forward
No Answer and Call Forward Busy you can transfer
calls to the answering service before the call is sent to
voice mail, this way the answering service can intercept
those calls you cant.
Missing calls can impact the productivity and profitability
of your business. Just think about it, what if the single
call you just missed would have been the ‘break’ your
You might be thinking, “15% - that’s not too bad”, but think of
the larger picture – imagine losing two of ten customers,
everyday before you even have a chance to communicate
with them. This does not include those who will decide not to
use your services or the cancelations that will occur.
The WOW Factor Increase Customer Experience
Answering the telephone is a full time job and although it seems simple, it requires much
training and practice to do an amazing job. There is a noticeable difference between
Customer Service Representatives who are confident and trained properly and those who
aren’t… this difference is what we call the WOW Factor.
voices that makes you want to do
business with them.
While it is difficult to replicate the WOW
factor, it plays a crucial role in a
company’s success. This experience can
be achieved through practice and of
course proper training. An answering
service is a cost effective alternative to
provide quality customer service.
The WOW Factor:
Instills trust and comfort in the company
Makes you feel valuable.
Makes you go ‘WOW – that was an impressive call’
Excellent customer service is often the corner- stone of the most
successful businesses. Don’t believe me, pick your favorite
brand and give them a call. You are greeted with warm friendly
Elevate internal work load
If you find yourself struggling to answer the telephone and completing other tasks, it may
be time to decide which task is more important and needs to be done in-house and
which can be outsourced. Using the checklist shown in Diagram 1.2 as an example you
can see that it is time consuming to catch up on overnight messages and returning calls.
Prioritizing and delegating tasks can make a significant difference in
work load and improve productivity. Using the example above almost
two hours were spent catching up on over night calls. More importantly
it task that this person was hired for (marketing) was the task with the
least amount of time.
By relieving clerical duties, the Marketing Assistant will be able to do
more marketing related task and promote your business.
Checked Voicemails 45 mins Listened to 20 voice messages
Returned calls 1 hr
Attempted to return the calls, only contacted 13
of the 20 people who left messages.
Did inventory count 2 hrs Tallied supplies in closets 1, 2 and 5.
Contacted Google to
get quote for Ads
Contacted Google to get a piece to start using pay
per click ads to promote the company.
Scheduled 15 appointments and answered the
main line to redirect/connect calls.
Diagram 1.2 | Table showing a portion of the end of day agenda sent by a marketing assistant
Establish a reliable Disaster Recovery System
Look… It’s a KITE! It’s a PLANE! NO… It’s Superman!
What if super heroes existed… do you think
there would be one for businesses that needs
help? Like when the lights go out
unexpectedly? Or what about when a storm or
natural disaster forces a city into lock down?
What happens to your customers then?
Never mind it’s a kite!
Disaster Recovery is the process or policies that
ensures business continuity in case of a natural
or human induced disaster.
In June of 2013, a power outage affected upwards of
100,000 residents along the coast of California. Did this
outage mean that the business world will stop? Of course
not, but no electricity means no internet, limited visibility and
can even cause phone lines to go down as well.
Establish a reliable Disaster Recovery System (cont..)
An answering service can help protect your business in case of disasters. Your company will
be able to communicate indirectly with customers to keep them informed. Companies that do
not have ‘back-up’ plans often experience more difficulties restoring business after a disaster
because of the back work associated with disasters.
Diagram 1.3 below is a list disasters and how an answering service can ensure business
continuity in the event of a disaster.
Disaster Type Damages How can an answering service help
Damage to infrastructure – may
force business to relocate if
destruction is excessive. Lost of
connectivity and communication.
With Disaster Recovery solutions from Answering
Service Care, you will always have professionals
standing by to handle your important calls. When a
disaster strikes, our highly trained Customer Care
Specialists will leap into action to answer your calls,
reassure your callers and deliver your messages
flawlessly like any other day.
A quick and efficient reaction is essential to protect
relationships and revenue sources during an emergency
or in the aftermath of a disaster. You can depend on
Answering Service Care to make sure your company
does not suffer needless economic losses because your
phones or computers go down.
Damage to infrastructure, downed
Wires. Floods, business may have
to close temporarily.
Power Outages Varies
Lost of electricity, internet and
Gas leaks Man Induced
Evacuation of building. May result
in location being closed for multiple
Table showing list of common disasters that may impact your business and how an answering service can
ensure business continuityDiagram 1.3 |
Create a local presence
For instance, if your company is in a ‘305’ area code and you would like to begin
marketing in a neighboring community with a ‘954’ an answering service can
provide you with a ‘954’ number.
Customers want to feel a connection to the companies they do
business with. They want to feel that you are familiar with their way
of life and that you know what they expect from you if they call to do
One of the many benefits of hiring an answering service is being able to have a
Using a local number you can “move
in” to a neighborhood without having to
relocate a portion of your company.
The simplest way to instill comfort is by showing a
prospect that you are in their neighborhood. And
nothing says you understand their expectation like
a local phone number.