How to Choose a Telephone Answering Provider: Our Top 10 Questions You Should be Asking

Friday, March 29th, 2019

making a choice of direction

Choosing to outsource your calls can be a daunting prospect, so it’s important that you make the right choice when it comes to a provider. If you decide on the wrong provider you can very quickly undo all the hard work you’ve put into gaining a great reputation for your business. The wrong provider could also leave you with a negative view of telephone answering, and who could blame you, but trust us when we say that the right telephone answering service could truly transform your business.

So how do you go about choosing the right provider for you and your business? With over 10 years experience in telephone answering trust us when we say not all providers are equal! Here are our top 10 questions you should be seeking answers to before you sign up to a provider…

1. What depth of service are you looking for – simply a name and message, or more?
There are a huge range of services that are available to you. Many (including CSnotepad) can process phone orders, take payments through your own online system, forward calls to your mobile, manage your diary, deal with your admin, patch calls to relevant team members, arrange dispatch of your goods, make simple outbound calls, offer you a virtual telephone number and/or address and more…

2. How personal do you want the handling of your calls to be?
Does your business pride itself on a ‘local’ feeling service, do you have customers that buy regularly from you? 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 own in-house team.

3. Will you be charged for cold calls or wrong numbers?

4. Are your calls answered in the UK, or diverted abroad?

5. Can you control when you use their answering service or when you take the calls yourself?

6. Can you write your own script or are calls simply answered by a set template?

7. Will you be charged to change or update your script?

8. Can you call to discuss your service or is their customer service only email based?

9. Will you be assigned an account manager that you can turn to for help or guidance?

10. What’s your notice period if you’re not happy with the service?

Take on-board our advice in this blog and get the answers to the questions that really matter before signing up to a telephone answering service. Understanding what you want from a service will stop you from being pushed into a service plan that just doesn’t suit your needs.

If you’d like to find out more about telephone answering from CSnotepad, take a look at our website.

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Call 01273 741400 or email
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