3 Things to Consider When Choosing a Telephone Answering Provider

Monday, January 23rd, 2017

So you’ve decided that a telephone answering service is the right step for you and your business, but how do you decide which provider to choose? You’re looking to have your calls answered on your behalf, so any provider will do right?…WRONG! In this blog we outline our top 3 things to consider when choosing a telephone answering provider.

One way or another way street sign

1) Really consider what you need from a provider. Don’t allow yourself to be pushed into services or a plan that doesn’t really suit your needs. Have a clear idea of the support and positive changes you want a telephone answering service to offer your business. Some providers only offer a name and short message service, but be aware that the scope of services available can vary widely between providers. Many can process phone orders, take payments through your own online system, forward calls to your mobile, manage your diary, arrange despatch of your goods, offer a virtual telephone number and more.

2) How personal are you wanting the service to be? Most telephone services have no way (or interest) in recognising your regular callers and will answer each call as a new enquiry, asking the same questions, extracting the same details each and every time – this could be frustrating to your regular and valued customers. At CS notepad we invest in the very best systems and technology to be able to offer (as standard) caller recognition to all our clients. This means that we know when one of your valued customers is calling, we wont need to ask then the same repetitive questions, take up their time with recording their details, and we can treat them with the same recognition that you would.

3) Don’t be afraid to ask how big the team is that will be handling your calls. The bigger the call team, the less likely they are to appear as members of your on in-house team. At CS notepad we typically train and assign 4 call agents to each account, this allows them to become familiar with your business, they become familiar to your callers and knowledgeable in your products and services. We even provide you with an account manager, you can turn to them for advice or help amending your script and fine tuning the service to really meet your needs.

Make sure you get clear answers to your questions before signing up with a telephone answering provider, will you be charged for cold calls or wrong numbers for example? Ensure that the answers to any questions your ask are transparent, don’t allow them to hide important information amongst technical terminology. Choosing the wrong provider can not only be stressful and expensive, but damaging to the customer service reputation you’ve worked so hard to build.

The bigger the call team handling your calls, the less likely they are to appear as members of your on in-house team.

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Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD