Generally speaking, an answering service is a third-party phone company that offers to answer calls for businesses when those calls would otherwise reach voicemail. It’s a way for small companies and even larger enterprises to avoid missing important calls during after-hours, weekends, vacation days, or any other time when someone else might be on the phone or busy in-office.
Depending on the kind of answering service, the virtual receptionists who work for it will likely spend time researching their client’s brand, specific challenges, and customer demographics so that they can speak to callers in a way that will provide them with the most helpful experience. The best answering services also offer the option to schedule appointments, dispatch calls, and integrate with CRMs.
When choosing an answering service, you’ll want to find one with a history of excellent customer reviews, low turnover rate among operators, and a willingness to customize their solution for each client. In addition, you’ll want to make sure that they’re experienced in your industry, particularly if you operate in a highly specialized field like medicine.
When choosing an answering service, you’ll also want to ensure that it has a robust and well-documented disaster recovery plan. In the event of a power outage, natural disaster, or other emergency, it’s crucial that they have a backup system in place to ensure that your calls are answered and handled seamlessly. answering service