5 Important Items to Consider When Choosing an Answering Service

1. Can I provide a script, or information on how to handle calls for my company? – Scripting is an essential part of a quality answering service.  Scripting requires operators at an answering service ask every question you need and helps the operators determine the correct person to dispatch your call to.  If the answering service you are considering just offers to answer your calls without taking the time to script out the call taking process, pick another company.
2. Are you able to screen and to forward calls? – This is an important question for very small businesses. No one wants the business answering service to take calls blindly (particularly ones from those pesky telemarketers). However, we also don’t want the service giving the runaround to our best clients. So, finding a business answering service that will screen calls, while also forwarding the important ones to a cell phone will be incredibly helpful. Regarding the in between, the person originally taking the calls could answer questions or direct the caller to right place.
3. Are you folks able to handle orders and/or appointments? – Even with all the technology available to take orders online and to book online appointments, many people still like to do it on the phone. If this aspect is still an integral part of your business, then you need a business answering service who can do these things for you and forward you the information. This question also ties in with number one, as the service also needs to be able to see what’s already been ordered or booked. A business answering service will only hurt you if they continually double-book appointments or call customers back telling them what they want is out of stock.
4. How do you handle messages? – Most business answering service companies have messages set up in a number of ways. You can have them delivered via voice mail, text, email, or fax. It’s up to you to determine which is best for you, and which companies deliver in the way that’s best for you. It’s also important to figure out how the business answering service will take the message, as in what information they will, or ought, to take when taking a message.
5. Do you have a business answering service specific to my industry or service? – Those with a law firm or a medical practice might prefer a business answering service that’s experienced in those industries. Obviously, a law or medical practice will need someone who can handle their clientele well, and will be able to get the information they need from the callers. Most business answering service companies offer more than a general answering service, and have either special answering services or at least experience in working with attorneys, chiropractors, startups etc.