How Does an Answering Service Work?

Jesse Merickel Answering Service White Papers


An answering service is different from a call center because the focus is on answering after-hours and emergency phone calls for small businesses. While a call center may take orders from shoppers and supply basic information about a large corporation, professional answering services often answer calls for service-oriented businesses. Think about the homeowner trying to reach a plumber when the toilet backs up in the middle of the night or the client trying to reach their in-home nursing agency before the office is open.

If you’re interested in providing exceptional service to each of your customers without personally fielding calls around the clock, you can minimize overhead cost, spark business growth and enjoy increased profitability by working with an answering service with experience in your professional field.

Let’s take a quick look at how answering services work so that you know what to expect.

Consultation and Setup

When you first partner with an answering service, they will ask questions designed to understand your needs and expectations. For instance, they may ask how you want to receive urgent messages and what information you want phone representatives to give your customers in certain circumstances.

Professional, Prompt Answering Services

Phone calls going to your small business during specified hours are redirected to professionals representing your telephone service. This works through simple call forwarding and is easy to setup. Since phone representatives are employed by the service, you can minimize overhead cost for your business.

Call representatives are polite and friendly, greeting each caller with the respect that you would give them personally. They listen carefully to the caller’s request, and they can take messages that are forwarded to you or another representative of your small business. Advanced technology gives you immediate access to messages online or through a cellphone, and urgent calls are forwarded to you immediately.

Increased Profitability for Your Small Business

Call forwarding is a simple concept that allows you to provide exceptional customer service. As a result, many of your customers will remain loyal, which will encourage business growth in the months and years to come. With this service on your side, your customers know that you’re never out of reach.

Note: Centratel Telephone Answering Service focuses on a select number of vertical markets, including Medical, Veterinary, HVAC, Home Health and Hospice, Property Management. Centratel answering service serves approximately 1,400 clients. Located in Bend, Oregon, we provide services to clients in every one of the 50 states. There is simple pricing with no hidden fees and no long-term contracts. Is your business or profession one of our answering service specialties?

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