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SpinDistribute.com Article Directory

The following article was published in our article directory on October 4, 2013.
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Live Telephone Answering Service vs. Automated Answering Service

Article Category: Business

Author Name: Aaron S. Robertson

A number of studies have been made listing the advantages and disadvantages of having live agents manning answering services or call centers vs. using an automated system, such as an IVR.

Automated phone calls normally give callers basic information such as office hours, directions, and more. A live operator option, however, is always preferred by most callers over an automated one. When customers reach an automated answering machine, they usually just hang up.

Any automated system will be much cheaper than hiring a live operator. They can receive as many automated calls as is necessary, since they are only billed for calls where a live operator is needed. For large companies with very high call volume, the automated aspect is sometimes inevitable, especially during peak hours when customer call influx is heavy.

Although some business owners may be a big fan of automation, it is vital to understand when and when not to rely on voice mail. For most business owners, it is logical to use this system considering it's a cheap way to augment the communication process when their employees are not available to receive customer calls. This may be acceptable for businesses that are not heavily focused on customer service and does not rely much on person-to-person interaction.

Live answering services, on the other hand, offer business owners a better option than routing their calls to a voice mail or an automated system. It is more affordable than paying a full-time employee to answer your business phones,but it still extends the high-level of service that a full-time employee does. Some businesses like medical offices and facilities, technical help, plumbing, and direct sales require this kind of 24/7 service.

A business answering service should have fully-trained agents who are professional, efficient, and always providing a great customer experience. The best of them won't leave you on hold feeling neglected.

In choosing the right answering service, ask these questions: Where is the focus? Do you feel valued as their customer? Are the employees happy? Is there a system of constant quality checks in place? What's their track record? Ask for references and find out what other companies they have provided services to. Are their processes flexible? Do they offer packages, or do they tailor the cost based on your specific needs? Are they ready to serve your overall business needs?

The key is finding the right professional answering service that will project a front-line extension to your business. It is crucial to find partner companies offering packages that are economical and based on your unique needs. Engaging those with prior experience in the same industry your business operates in would mean familiarity with the business's jargon and your specific needs. They can also be instrumental in closing more sales from leads. In the process, these allow companies to help more clients and connect with more prospects.

Keywords: answering service, telephone answering service, telephone answering services, call center, call centers

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