Most people have been frustrated when they dial a business phone number and are greeted by an automated voice menu, get put on hold, or face a delay or absence of human help. An answering service is the solution many companies use to make sure their customer calls are handled promptly by a real person. Whether a caller has a complaint, question, or emergency, a live agent can provide assistance based on the guidelines specified by the company they are answering on behalf of. Are you wondering “How do answering services work?” Here’s a more detailed look into this area of expertise.
This is How an Answering Service Works
Whenever a company wants their live answering service to handle phone calls for them, they simply forward their phone line to a designated number provided to them by the answering service. Many organizations choose to use their answering service after regular business hours and on weekends. So they forward their phone line when they leave the office. Sometimes companies have their answering service pick up if they can’t get to the call themselves within the first couple of rings.
When that phone line is forwarded, callers will reach the answering service and they will handle the encounter based on a script and call flow established with the input and approval of the business. Sometimes the answering service is providing information to callers. Other times they help schedule an appointment or provide customer support. Whenever a caller leaves a message, the answering service sends the message to their client, usually by email or text message.
Why Use an Answering Service?
Employees may be overloaded with work and often get interrupted by the phone. An organization could want to improve the customer experience. A new prospect may call during a busy time or an off hour. Or a small business might not have the budget to hire additional staff. These are all reasons why companies use answering services, but you can boil it down into one succinct reason – they want to be more successful.
In short, an answering service:
- Helps improve employee productivity
- Captures more leads and business opportunities
- Enhances customer support
- Saves businesses money
Types of Answering Services
To go into more detail about how answering services work, here is a look at the types of services that AnswerMTI offers:
Virtual Receptionist Services
Instead of auto attendants, customers are greeted by a live receptionist, who works in an office. The agent is trained to answer common questions that clients in a specific industry may have. They can also manage your schedule, process sales orders, and provide callers with remote assistance if necessary, keeping your business running smoothly when you have other tasks to manage.
Inbound Call Center Services
This is like an answering service on steroids. If your business isn’t able to handle high call volumes, you can outsource call handling operations so that call overflow can be managed smoothly. Experienced representatives are on hand to take calls quickly; you’ll never miss a call, whether it is after-hours, on a weekend, or during a holiday.
Appointment Setting Services
If your business depends on setting appointments, an answering service provider can streamline your process and manage your calendar. You can track every meeting or appointment and serve every client, no matter how busy your daily schedule is. At AnswerMTI, our professional appointment scheduling services are available 24/7.
Bilingual Answering Services
We are here to help if your business services a Spanish-speaking clientele. Our agents can speak in customers’ and clients’ native tongue, eliminating any language barriers and improving customer service. You can thus expand your influence and choose to enter a new market with our bilingual receptionists always on the other end.
Business Answering Services
An experienced answering services provider can work with any business, from a small startup to a Fortune 500 organization. Customer service representatives are trained to deal with a wide range of caller needs while you’re free to manage your company’s day-to-day operations. AnswerMTI’s receptionists can tailor your service with a customized solution based on the requirements of your business.
Emergency Answering Services
Whether a patient has a medical emergency or a homeowner has an urgent plumbing issue, live representatives can handle the call and alert the right personnel if need be. This requires a dependable line of communication and high degree of responsiveness. Call handling support can be available during a crisis such as a storm or other situation as well, so your business can continue functioning.
Medical Answering Services
Any doctor’s office knows that patients’ health concerns and medical emergencies aren’t limited to business hours. Our medical answering service can extend your operating hours, even if your staff has gone home for the day, so your patients are attended to. This service is also HIPAA-compliant, so you can have peace of mind knowing we’re safe-guarding private health data.
How Can an Answering Service Work for You?
With an answering service, your company can provide 24-hour support. A contractor can be aware of new jobs right away. An attorney can take on their next big client. A property manager can attend to after hour tenant issues. Most industries can benefit from using an answering service to help support their callers and grow their businesses.
From startup and small businesses to large corporations, phone answering services are the proven solution to improved communication and better workflows. You can’t work 24/7, but a virtual office can ensure prompt and professional communications.
Start Your Free Trial with AnswerMTI
AnswerMTI offers a personal touch with professional agents who can handle any type of call. Our services are aimed at creating a lasting impression so that everyone who calls your company has a great experience. We also offer software-driven unlimited call scripting so our team can handle any request.
From our Atlanta, GA, headquarters, our team can service clients located in every region of the U.S., during business hours and on nights, weekends, and holidays. Request a free trial or contact our team at 844-798-1027 to learn more.