Live Answering Service or Automated Answering Service? Which is Better?

One of the common issues concerning customer service deals with what type of answering service must be used. Some say live answering service provides better results. Others argue that automated answering service incurs lower costs. Well, let us dissect one from another.

Live answering service employs a live agent to directly cater the needs and demands of customers. Utilizing this means generating high costs of hiring, training and paying every agent. The expenditure remains the same regardless of time. Automated answering service, on the other hand, is also expensive, but on its installation alone. As time goes by, costs go down. By this reason, automation edges live answering service in terms of expenses.

On the contrary, live answering service can solve complex issues while when it is automated, only common and frequently asked questions are explained. Unlike the latter, live answering service encourages customer interaction, making them feel convenient and valued. Moreover, talking with a live operator conceives a belief for prospects that their needs are taken care promptly.

Which is better? It is appropriate to say that it is more favorable to have a combination of the two. A firm can use automated answering service to entertain common and easy problems but it can still have live operators to talk to. For perplexing queries, a live answering service is suitable and effective. This mixture has been practiced and, so far, has been received as another breakthrough in customer service support.

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How To Properly Execute Answering Services

The essence of answering service does not rest alone on its existence. It is in the ability of an agent or a professional telemarketer where success is measured. Therefore, every staff that is assigned to this function must be equipped with verbal communication and interpersonal skills. Being smart while practicing humility, politeness and sincerity is the best ingredient in making phone calls as pleasing as possible.

Here are the following tips to deliver an effective answering service:

• Answer calls before the third ring. Most likely, customers demand that call receivers respond on the first ring. Letting the third ring to drop makes an impression of being unprofessional and consequently, will be the reason to lose a client.

• Be nice and friendly. No matter what emotional bearing a prospect has for a particular call, the agent must always remain polite. Though, not all persons will be able to reciprocate such form of goodness, it is still meaningful to leave a positive mark.

• Leave problems at home. Bringing emotional struggle while receiving calls is highly disastrous. It would lead to an underperformance and dissatisfaction of customers.

• Be informed and knowledgeable. Know more about the company and its products and services, and other information that are both relevant and stimulating. Do not impart messages which are incorrect.

• Avoid fillers.

• Respond to messages immediately.

• Never put a caller on hold.


A telemarketer can add more key points as long as those are effective. The most important thing in answering call is to build rapport with prospects without compromising professionalism and quality.

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Fire Up Your Business With A Good Answering Service

Each type of business has different requirements and poses different challenges. But for most businesses, generating sales is the common denominator. There are two ways a business can generate sales: the first one is to maintain their current customers and the second is to find new ones.

Maintaining customers depend on the kind of customer service experience they have beginning with the initial phone call they place. Customer relationships are cultivated by being able to positively impact your customers' overall experience with your company. This is an aspect where business answering services can help.

People would always want to reach and speak with other people, not automated response systems or voice mails. If you are missing both calls and business opportunities, you should consider getting a business answering service. This will ensure that your telephones are manned during break time, while you're out on a meeting, attending to other customers, after business hours, on weekends or on holidays.

Once the business answering service receives your calls, opportunities will start flowing in. Your answering service system is customizable, and there are answering service options you can choose from. You can opt to immediately receive messages or have calls directed to you. Sales opportunities depend on being able to quickly respond to potential customers, and this is what a business answering service exactly does.

A business answering service can also be tailored for receiving emergency phone calls. As a business owner, you have the option to set up specific standards and protocols so the answering service can collect the data you require from callers to facilitate quick and proper decision making. As soon as customers show genuine interest in your service or product, the ball is in your court to convert them into paying customers.

Being business savvy melded with excellent customer service will help you maintain existing customers, find new ones and eventually increase your profits. Finding the right business answering service is your first step in achieving all these.

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Where And How To Find The Perfect Answering Service

A decision is made that your business needs an answering service. The question is how and where do you find the right one for you?

The Internet. Searching online can help you discover hundreds if not thousands of answering service companies offering a wide variety of options. You may also check the online Yellow Pages for a more thorough search. Virtually all companies today have websites so this should be easy to do.

Referrals. Do not hesitate to ask companies or people you know who are using answering services, and find out what they like about the particular service they have. If they recommend a certain provider, call the company and inquire about their offerings.

Telephone Directory. The telephone is still the quickest way to find service providers, and answering services are no exception. Providers still advertise in the printed Yellow Pages.
Aside from the options above, you may also scan printed newspaper and magazine advertisements. You may find a suitable provider just by reading these materials. Top level companies advertise in business publications.

No matter what method you use in finding the answering service for your company, it is necessary to consider the following:

• Does the answering service provider employ highly-trained operators?
• How long has the provider been in business? Expertise and experience play important roles in your answering service success.
• Do they offer other services such as order-taking or order-processing?

Being able to find the perfect answering service to work for your business depends on your budget and what services you require. Observe due diligence in searching for the right provider.

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Answering Service: Professionally Representing Your Business

Though it's true that modern science and engineering has changed the face of commerce and the way we conduct our business, one thing holds true, customers who do business for the first time usually judge the company based on their initial interaction and the resulting experience therein. Say for example, customers entering a local grocery might hold the establishment in high regards primarily because they were greeted upon entering and was courteously assisted by the clerks, as opposed to their experiences with other stores they might have patronized before where not a single clerk paid any attention to them.

This applies to customers calling over the phone, which is even more challenging since their decision to do business with your company will lie solely on their experience over the phone. Whether they're trying to get a reservation, place an order or simply ask some questions, your business cannot afford to make mistakes here.

This is where an answering service contact center can help you. Having this service guarantees a professional standing with customers as well as your peers. Having your own toll-free number is something that not easily over-looked, is basically cheaper compared to having your own answering service done in-house, and gives the illusion of size for your company. An answering service ensures that all your calls are answered immediately, messages taken down accurately and customers are treated courteously. It gives the customers assurance that even if your business is closed for the day, there is someone who will still take their calls and handle their concerns. Customer service is on top of an answering service providers list.

These days, it's not just enough that someone be present at the cash register to receive payments from the customers, you also have to entertain queries and other concerns. Being undermanned and pressed for time is definitely something that will contribute greatly to the burden of not being able to satisfy customers with their issues and concerns and customers have a great memory – they will remember you even if you don't. When your business is boxed inside these hindrances, it's time to think out of the box.

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Answering Service Can Contribute To Your Bottom Line

Regardless of how big your business is, it's a no-brainer that having customers means you have phone calls to answer. Now, how you want your potential customers see you all depend on the manner and professionalism of how their calls were answered. This would make sense on weekdays, but what about the weekends? Will there be a person available to take that call? If there's none, then consider that as a lost potential sale.

As simple as answering a call may be, it still requires serious attention and effort in handling phone calls. It's a very important part of your business. Believe it or not, how you handle phone calls from your clients or customers reflect your management style and can make a serious impact in the success or failure of your company.

The most widely accepted option is to have a staff answer all of your calls. Depending on how deep your pockets are and the hours per day you want your phones to be answered, this could involve multiple people. If you decide to limit it within normal operating hours, you may be looking at just one person, leaving room for a backup in case something untoward happens like illness, absence, vacation or the untimely demise of your regular operator. A full-time answering service eliminates costs associated with providing a physical workplace for the agents, the technology needed to maintain an answering service, hiring and maintaining additional employees including vacation planning, hiring and training, benefits spending, and paid overtime.

Answering services do a great deal more than just answer phones and take messages. They offer clients order taking, mail receiving and forwarding, faxing, voice mail and others that deliver support and a competitive advantage for smaller offices.

If traditional 9 to 5 companies can earn from their sales and services given their meager work hours, imagine what a company with round the clock services including customer help desk can achieve. It's true, not every company needs a 24 hour service, but any company who takes advantage of a full-time answering service will see and feel the increase in their profits thru their products and services.

The cost of one of these business answering service companies can be less than what you would pay to have your own employee answer your phones and could involve coverage twenty-four hours a day. These companies can tailor their services to your needs, whether that means just answering calls and taking messages that are routed to you, taking customer orders over the phone, or anything in between. The company will train the staff that will service your company to act as if they were actually your employees. With this solution you can get the benefits of having your own employees without all of the costs, and every dollar saved in personnel costs can make a difference in your company's bottom line.

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Order-Taking and Customer Payments

Great support providers know that businesses can frequently use more than basic call answering and forwarding. That's why the best answering services provide custom order-taking and customer payments. In this way, customers are able to call around the clock to order products and services and get their payments updated.

When businesses want superior customer service, they can turn to answering services to do the job. Friendly people and live voices ensure that when customers call, they can rely on professional, efficient support. This kind of customer service helps businesses benefit in both the short and long haul.

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Real Estate Answering Services

Real estate answering services are answering service for realtors, real estate agents, and real estate firms. Real estate answering services are performed by answering service agents trained in answering calls specifically for your real estate business needs. A real estate answering service can provide a wide variety of services from answering your phone calls 24 hours a day and scheduling your appointments, reminding you and your clients about your upcoming appointments.

Telephone answering is what we do best. Grow your real estate business with CallboxConnect.

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How Professional is your Live Phone Answering Service?

Assess the level of training and professionalism of a live phone answering service provider before considering hiring them for your business. A professional and dependable answering service must specialize in handling calls and inquiries with compassion and privacy. Remember, you have the option to work with your live phone answering service and direct them to provide callers with the responses and service you’d like. Working with your live phone answering service that establishes guidelines and responses for specific customers and tailors their services to your business will surely bring a big difference!

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Can your business survive without an Answering Service?

A dependable answering service plays an important role if you really want to concentrate on your business core instead of answering your phones the entire day. Every business can take advantage of the benefits that an answering service provides. There are businesses that are dependent with answering order taking service for their profit and sale generation. Here are a few of them:

• Attorney and Law Firms
• Flower Delivery Shop
• Cable Television Service and Repair Station
• Contractors, Builders and General Contractors Offices for emergency dispatch and appointment scheduling
• Health Care Services
• Government Offices
• Property Management Offices
• Dispatch, message taking, and appointment taking for heating, air conditioning, ventilation, and refrigeration companies.
• Funeral Homes
• Doctors, Physicians and Surgeons Offices
• Pharmacy
• School District Support
• Municipal Offices
• Alarm Monitoring
• Hospital Equipment Provider
• Disaster Recovery Companies
• Bail Bond Agencies
• Wedding Photography

Is your business on the list? Think about it, you need to consider getting some help from an answering service call center and see how your sales figures improve.

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