Who uses a telephone answering service? Why would businesses need to use this service? Surely a voicemail will do the job just as well. So, will voicemail really do the same job as a live receptionist? One well known fact is that 80% of callers will not leave a message because they don’t expect a call back, but they will call another similar business and yes, they will probably get the business just by answering the call. This is just one fact and the other is what we have experience of and I am sure you do too. It’s those menu-based phone systems that send you through lots of menus pressing one then 2 then 3 and then you may just get a voicemail and how frustrating and intimidating is that!
We know many different businesses that use telephone answering services to grow their business and for various reasons. For some it’s about delivering a better customer experience and retention of customers and for others it’s all about capturing all the calls and making sure they don’t miss any business opportunities.
You are probably wondering how a virtual receptionist would know about your business because your customers will only speak to you. All receptionists will know a little bit about your business even if you have a receptionist based in your office. A virtual receptionist will have similar knowledge if the telephone answering company are proactive and have training in place for their receptionists. Obviously if they use scripts then they will not be able to answer your call seamlessly but more like a robot then you may as well have a voicemail in place.
A good answering service will not use scripts but will understand your business and even some of your regular customers exactly like your own receptionist. Of course, your customers will always want to speak to you but then what happens if you have two calls at the same time. Who do you put on hold or voicemail? The second caller may not be too happy to leave a message but would rather speak to a receptionist and at least know you will call back as soon as possible or even your receptionist could deal with minor queries or just take the order or booking and enter the booking in your diary.
Most businesses use outsourced telephone answering services just for over flow when they have too many calls or when they have staffing issues/meetings or training days and when they just want a holiday or a day off. Some will use the service as their reception because of the cost saving and of course, never missing an opportunity.
These are just some businesses that use telephone answering services.
Solicitors – Always busy drafting cases or meeting clients and if their receptionist is busy or sick we take over just as if we were in their office. Also, Lawyers don’t like interruption, they just love what they do so the phone is really a distraction to them, but a detailed message will allow them to call back when they are ready.
Accountants – The annual end of January deadline makes things very stressful and busy so getting that extra support means that they can concentrate and be more productive at this busy time. Overflow services for their calls means they can do what they do best.
Will writers – Many Will Writers work on their own, so it’s essential for their calls to be answered. They could be in meetings with clients and drafting wills, so time and support are essential. One of our clients never accepts calls on Thursdays or Fridays because they are busy drafting and meeting clients. A testimonial from one of our clients.
Plumbers/Electricians – If you have your head under the sink or are in the middle of lifting a heavy radiator or boiler, how on earth are you going to answer the call? Will you even have something to write on to take down the details. A testimonial from one of our plumbers.
Builders/Roofers – If you are on a roof are you really going to answer that call? Your safety maybe more important! If you get a call where will you take the caller’s details or will you ask the caller to call back! Will that person call back?
IT companies – If you are already on a support call who answers the next call. Some of our clients use us as an over flow service so they don’t miss a call especially when they are on site or driving.
Solar panel companies – If you are out surveying then who answers your calls? One of our clients has been using us for over 10 years and yes from a one-man band to employing over 200 and one of the biggest companies for solar in the UK but still never answer their calls because we do it better than their own team.
Some unusual companies who use telephone answering services.
An on-line garden furniture retailer. This is one where even we thought we may not be able to add value to their business. Well 7 years on and turnover of several million pounds and just about every aspect of their business outsourced. I think they made a great decision. Low overheads and high profits.
Podiatrists – A 100-year-old company and very established but they missed a lot of calls and appointments, so they initially went to one of our bigger competitors who only use scripts and could not provide the empathy required with their callers.
A Hairdressing Association-They were not just missing calls, but they missed so many subscription renewals that in the first month of telephone-answering.biz answering the calls they generated more revenue from renewals then they had ever done so in the last 6 months. This is because we were given access to the membership data and so we could ask the member to renew. In fact, we now take care of most of the back-office function for this business, from answering the call to checking the members database and taking the payment for the renewal or course.
Aesthetics practitioners– They are usually busy treating clients so can’t always answer their calls and manage their diary. This is where a telephone answering service really makes a difference especially if they can book appointments and know the treatments. This is what one of our aesthetics clients says.
These are just some business that know the advantage a telephone answering service can bring to their business.