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Keep everything in house with automated answering services

Consider using answering service software with your existing business phone if you do not mind calls being handled via recording. The public today recognizes automated phone answering systems as a necessity in business. Setting up your current phones to be answered automatically and handled via software can keep your costs low by avoiding monthly fees and still accomplish your phone answering needs.

I recommend: Linkroll.com offers information to help you find the best answering service software for your company. See Giveaway of the Day for free or inexpensive answering software to choose from.

Hire live answering services for the most complex needs

Acting as an off-site receptionist, a live business answering service is set up to handle any call answering need. Use this service when you want it to appear that an employee in your office is answering the call. Beyond that, this service is especially useful if you need a variety of custom offerings. Some offerings include 800 answering service numbers, multi-language and voice response answering. Also known as a virtual answering service, this system allows for mobility and flexibility for your business.

I recommend: If you are still trying to decide whether to use an answering service, Global Response provides information to help you make that decision. Pagewise will help get you started using a business answering service with information on the steps that need to be taken to get set up.

Consider home-based answering services for small businesses

Choose a company that contracts home-based workers to answer you calls. Often, contractors will be assigned to you, which allows your customers to become familiar with the person answering the phone. This method is a cost-saving measure for small businesses. Workers can take the place of or supplement your current office staff without the added costs of benefits or full-time employees.

I recommend: At VirtualPBX.Com you will see scenarios of using a virtual answering service that uses home-based workers and get information on setting up service. Phonewire uses home-based workers assigned to your business. Your available options and costs are shown.

Helpful advice for making the most of this Guide

• •  Answering service providers perform many of the same tasks as a receptionist. Some additional services include mail handling, fax and copy services and appointment setting.

Guide to Answering Services

How to keep the personal touch while your business grows

By Mary Sit, corporate writing/articles/Web content/scripts, Mary Sit Communications

1. Clarify what you need before you search. What type of calls will you need the answering service to handle – orders, information, technical support, e-mail and Web chat? What volume do you expect? Take into account seasonal spikes.
2. Understand pricing and compare apples to apples. Quotes may be per-minute, per dedicated rep, per call.
3. Evaluate answering services with surprise sample calls by getting phone numbers from the vendor's other clients. Listen to the type of live calls you plan to outsource. Are agents friendly, knowledgeable and skillful with irate callers?

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Find the industry's best online

Choose a company that belongs to a professional trade association

I recommend: Members of the Association of Teleservices International must abide by a code of ethics. Find award winners here whose service level has been evaluated through test calls. A score of at least 80 percent snags an award.

Search the Web to compare prices

There are hundreds of answering services competing for your business - it's one of the easiest home-based businesses to start - so use the Web to research prices.

I recommend: AnsweringServiceFinder.com with a database of more than 9,000 providers, offers a directory you can search by state or by specific services needed, including funeral answering service, medical answering service, event registration or order entries. Also try BuyerZone.com and QuoteCatcher.com for customized quotes.

Find out how long operators typically work before quitting

The person who actually answers your phone is vital to your business. Is she enthusiastic and well-trained? If 35 to 50 percent of a vendor's staff has been around three years or more, that's a good sign.

I recommend: Inland Answering Service says it retains its staff 200 percent longer than the industry average, which means the employees who answer your calls are more likely to know your business.

Experience counts

You get what you pay for - the more established answering services will have higher prices - along with existing customers and a sterling reputation. Start-ups can be fine if management has experience in the field.

I recommend: AmeriCall, answering calls since the 1930s, offers full-time, after-hours and overflow service. It boasts low turnover and high morale and its customers include American Express, Fox News, and Toyota.

Pick a specialist

Whether you need bi-lingual services or an automatic rollover to a live operator when a natural disaster strikes, there are companies that specialize in niches.

I recommend: VoiceNation offers a disaster recovery service. Whether it's terrorism or hurricanes that cause a power outage, calls can automatically transfer to this vendor where live operators communicate with employees and customers. Need bilingual services? See Answeringservices.net for Spanish/English or click here for French/English service, 24/7, 365 days a year.

Helpful advice for making the most of this Guide

• •  Don't let the provider buy and set up a phone number for you. It's easier to own your own number if you switch providers.
• •  Sign a non-disclosure agreement, ensuring the provider won't share information gleaned from your business with competitors.
• •  Make sure the answering service has back-up power and redundant critical systems.

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Familiarize yourself with the features typically offered by answering service providers

Live answering services all function more or less the same: They field calls when you or your staff are not available, log messages for your later review, and sometimes distribute basic information, such as directions or hours of operation, to customers.

I recommend: Call Center Comparison explains which services a basic answering service may provide, contrasted with typical call center options. Companies like MyAnswering.com offer additional perks, like real-time message displays on the web 24/7 or customized scripts so that you can personalize how live operators answer the phone.

Find out why telephone answering services for business clients could help your company grow

Show customers that you care by having a live person always available at the other end of the line. Answering services may also benefit your business by ensuring that someone quickly refers urgent concerns to the proper person's attention. Industry-specific answering services, such as medical answering services, may also help to enhance the level of care for patients by ensuring that patients in need of urgent care or attention speak with the proper on-call physician.

I recommend: Learn more about how answering services may enhance your business returns from providers like Successful Office, who claim that "Having a toll free number answered by your new staff can increase your response and sales by 45%." Find out how having an industry-specific answering service can be an important business asset, with medical answering services as the example, through 1-800 We Answer Answering Service.

Learn how to retrieve messages from a call answering service

Most answering services you select will use answering service software to route messages logged through your fax, e-mail or cell phone at varying intervals. Some of the higher end services even make messages available to you on their website in real time. Because options vary from company to company, you should verify how workers log and deliver messages before signing up with an answering service.

I recommend: Learn about the different ways in which you can receive messages from an answering service through Image Office Services. Answer America answers your business answering service questions, including common methods for message pick up.

Helpful advice for making the most of this Guide

• •  It's in your best interest to snag every single incoming call, no matter what the hour. That's why having an 800 answering service may actually save you more money than it costs, in the end.
• •  Be careful with the idea of a 'virtual answering service' - often that's just a fancy name for high-end voice mail.

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Pre-qualify

Answering services not only answer incoming calls when you are away, but they can also act as a receptionist and pre-qualify your businesses calls. When a call is pre-qualified, it is screened and either directed to the correct person or ended.

I recommend: For more information about pre-qualifying calls, visit the Call Center Comparison.

Fully attended call center

A fully attended call center is fully staffed. There is nothing that is automated. Businesses choose fully attended call centers for the personal touch of a telephone associate at any time during the day or night.

I recommend: Learn more about fully attended call centers at Connections Magazine.

Automated

An automated call center is a machine. It processes calls on a first-come, first-serve basis. These machines are used in businesses that have their own customer service representatives located in their office. The automated call center will screen calls and then route them to the appropriate person.

I recommend: Learn about automated call center machines at Database Systems.

Interactive voice mail

Interactive voice mail is software that is used in addition to traditional voice mail services. It routes calls to specific voice mail boxes. Calls can also be routed to a live operator or receptionist.

I recommend: Pingram Software offers information about interactive voice mail services.

Live operator

A live operator is the person who works in a fully attended call center. Live operators work in shifts so there is always someone available to answer calls. These operators are essential to the fully attended call center experience.

I recommend: For more information about live operators, check out PAT Live.

Call screening

One of the most important functions of any call center is call screening. Whether the center is fully automated or fully attended, call screening can occur. Call screening means that the right calls get to the right people, and any on-call staff members are not bothered without a specific reason.

I recommend: Learn about call screening at Buyer Zone.