How Does A Live Answering Service Work?

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Most people have many questions when they first consider working with a live answering service. They wonder what the receptionists will sound like, and if their customers will know they’re speaking with an answering service and not a staff member. They also wonder when the receptionists will be available to answer their business calls. These are all valid questions. It’s helpful for anyone who’s considering hiring an answering service to start with the basics by asking, “How does it work?”

How Calls Are Answered

When someone calls your business, the receptionist will see the number the caller dialed on their computer screen. They’ll know which business the call is for and will answer with a friendly greeting that includes the name of that business. For example, the receptionist might say, “Thank you for calling XYZ Plumbing, how may I assist you today?” The caller will not be aware that they’re speaking with someone who isn’t actually in your office.

You don’t need to worry that they’ll answer your calls with the name of another business that the  answering service company services. The professional receptionists at the answering service also have specialized training about each business they answer calls for. They know general information about the services or products provided, and can answer many frequently asked questions that your customer may have. They also will be trained to know which calls are urgent how to alert your staff members that a call needs immediate attention.

When Calls Are Answered

You choose when you need help with answering calls. You can choose to have your calls forwarded to the answering service during specified times — such as after-hours, on holidays, during staff meetings, or on days that you’re unexpectedly short-staffed.

You can also choose to have all your calls forwarded to an answering service, 24-hours a day, 365 days a week. Or, you can have the answering service answer your calls when your staff is busy with other calls. For example, if your staff members are on the line with other callers, an incoming call would roll over to the answering service after 3 rings.

The receptionists gather thorough information from each caller, including name, phone number, a detailed reason for their call, and any additional information you ask them to get. Per your instructions, they can also make appointments and take orders.

  • All calls are recorded and available at any time. Messages can be delivered to your and your staff several ways:
  • Non-emergency messages will be recorded for you to respond to during office hours.
  • Emergency calls are directed to the on-call person if the office is closed. Calls can be transferred to that person at home, on a cell phone, or by pager.

Partnering with a live answering service is easier than you probably realize, and ensures that your customers will be taken care of by a friendly professional when they call.

At Voice Link of Columbus, Inc., our mission is to make your job easier. We manage your calls with prompt, professional customer service and relay your messages efficiently and accurately so that you and your staff can take care of business. We customize our communications to meet your needs. You may need us only during after-hours and on weekends. However, we can be utilized on holidays or while your office is on vacation. We can also help during office hours by receiving your calls if all your lines are busy.

We’ve built our reputation on helping our customers keep in touch with their customers. At Voice Link of Columbus, Inc., we know that the way your calls are handled reflects on the reputation of your business. Voice Link of Columbus, Inc. provides live answering services that exceed your expectations. Request information online or call us at (866) 957-4302 for a free consultation.