Decisions: Choosing Between A Call Center Service Or An Answering Service

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Choosing the right answering service can make or break your business. Research, as always, is imperative. The first thing you need to do when considering using a call center service is sit down and make a concise list of what you need from them. Do you need a full-time twenty four hour service, or just some way to catch calls and messages after office hours? Do you need inbound answering services, an outbound call center service, or both? These are just two key things to keep in mind when making your selection for an answering service.


Twenty four hour VS after hours:


This may seem self-explanatory, but there are some important factors to consider here. First of all, are you, or do you have someone that is available at all times during the day to answer incoming calls? Oftentimes, clients will call during lunch hour or afterhours hoping someone will be there because they’re simply too busy during regular business hours to do so. Unfortunately, by its very nature, this leads to a lot of missed calls. Exponentially more people these days are getting fed up with voicemail boxes ...
... and computerized voices that tell them to push this button, or say this menu option, and will simply hang up. Many answering services offer packages with live operators available twenty four hours a day. These people will answer the calls that come in, sort and prioritize them, and direct them to the appropriate personnel when necessary, rather than simply record a message that you may not get to in time. For doctors especially, after hours call center services are profoundly beneficial. These professionals can quickly and efficiently assess a situation, and dispose of it in the most appropriate way; whether it be to take a message, set an appointment, or even route the call directly to the doctor or emergency services.


Inbound VS Outbound


Inbound call center services handle just what they say; inbound calls. Whether it’s from potential new clients, current customers with questions, or other businesses seeking an audience, this type of staff is geared toward handling, sorting, and disposing of calls coming in for whatever reason. Outbound, however, is very different. Outbound call centers are trained on specific tasks such as raising awareness, fundraising, or solicitation, then sent forth to place calls to a predetermined list of resources to accomplish those tasks. These operators must be familiar with laws and regulations regarding who they can and cannot call, and proper disposition of their contacts.


Once you’ve established what particular type of call center service you need, you’ll need to do your research. Look up the companies you’re considering, and scrutinize their track records, and when at all possible, meet the people you’re about to hire. If you make sure the answering service or call center service you’re thinking about using is a good fit beforehand, you’re bound to form a lasting problem free relationship.

Kris Leeds is a freelance writer for Alert Communications, a leading provider of