Busting the Myths of Live Answering Services

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At Voice Link of Columbus, Inc., we’ve worked with numerous business owners who first approached us with common assumptions about the operations and cost of live answering services. They are always delighted when they realize their assumptions were incorrect and that a live answering service would benefit their business in ways they hadn’t even envisioned. Here are the top three myths about live answering services.

A live answering service is essentially just voicemail.

It’s a common misperception that virtual receptionists, or answering services, do little more than answer your phones and either transfer the call or take a message. Business owners believe this offers little more than what their voicemail systems already cover. However, live answering service agents can do a lot more for your business than this. With customized scripts and education about your business, agents can operate as a courteous and professional first line of customer service for your business, answer frequently asked questions and setting appointments. Plus, a live agent will know which calls are urgent and need to be quickly directed to the appropriate staff member. This is crucial after-hours, especially for healthcare businesses or funeral homes.

My customers will be talking to someone overseas, and there will likely be a language barrier.

While it’s true that some call centers outsource their work overseas, it’s an incorrect assumption that all live answering services do. For example, at Voice Link, we only employ U.S.-based virtual receptionists who speak English clearly and professionally. We also hire bilingual Spanish/English speaking operators. With advanced telecommunications technology, your customers most likely won’t realize they’re speaking with someone who isn’t actually in your office. The live agent acts as an extension of your business and gives your customers peace of mind that they are being heard and taken care of professionally.

Live answering services cost more money.

This is perhaps the most common misperception. Business owners often assume that automated services are cheaper, and hiring live operators can be pricey. However, many live answering services offer very competitive rates. Plus, some large, cloud-based call centers that offer IVR (automated) services charge extra fees for any changes you make in your hours or contact numbers. Research has also shown that nearly 35% of callers will hang up when they receive voice mail or are being routed through automated caller options. Those hang-ups could be costing you business. Answering services with live receptionists ensure your callers receive the attention they deserve, 24/7, which is an investment in your business growth. Live answering services are not an unnecessary expense; in fact, the right service will help your business increase profits by providing efficient and expert customer service.

How your calls are handled reflects on the reputation of your business, and using the right call center can make the difference between losing and keeping a customer. Specializing in the healthcare and medical industry, Voice Link provides live answering services that exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.

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