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Many business managers think of an answering service as a way to solve a problem, be it a staffing issue or a communication issue. It is, but it’s also much more than that. There are many other benefits of using an answering service.
Here are some of the key outcomes you can expect when you hire a telephone answering service to handle your phone calls.
Save Money: Too often managers look at what an answering service costs, without any consideration for the money it saves. In almost all cases, hiring an answering service to handle your telephone communications is far cheaper than trying to handle it in-house.
Hiring staff to answer your telephone increases your payroll. In addition to their hourly rate, there’s vacation time, sick days, personal time off, healthcare insurance, and other benefits. There’s human resource costs and payroll taxes and employee liability. These staffing costs add up quickly. Payroll is usually the largest expense for most businesses. Contrast this to the cost of hiring an answering service, which is a small fraction of one full-time equivalent (FTE). This appears as a simple and small expense on a business’s income statement. Compared with the prospect of hiring staff, an answering service will save a company money, usually a lot of it.
Increase Availability: Most businesses operate eight to five. But most customers expect to be able to contact businesses anytime of the day or night, any day of the week. An answering service expands a company’s availability from nine-to-five business hours to achieve 24/7, around-the-clock coverage. This represents about a 75 percent increase in availability to the buying public.
Improve Customer Service Levels: Answering services are customer service experts. It’s what they do, and they do it well. You can expect that when you use an answering service, your customer service levels will go up. This doesn’t mean your staff lacks customer service skills, it just means that answering services do it better. This is because they focus on customer service; it’s their singular objective of who they are and what they do.
Enhance Staff Work/Life Balance: When you have an answering service handling your phone calls, this reduces a lot of pressure from your staff. They will enjoy a better work/life balance. No longer will you need to have your employees work strange schedules, pick up extra shifts, or put in overtime just to make sure there’s someone answering your calls. Your staff can go home and spend time with their family, while your answering service handles all your calls, promptly and professionally.
Hiring an answering service is much more than solving a problem. It’s about tapping a much-needed service that will offer key outcomes to your business and your staff. Your operation will be stronger as a result. With an answering service you can’t hardly go wrong.
Richard L. Hutcherson is the director of operations for Answering Service One, a new kind of answering service that wants to become your number one resource to handle your communication needs. Contact Richard at 865-505-0456.