Why You Should No Longer Answer Business Calls In-House

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More and more businesses these days are transitioning from having staff members answer all incoming calls to hiring a call center. At first, many business owners wonder if this transition will cost more in the long term, or if their customer service will suffer. But hiring the right call center is an investment in the growth of your business. At Voice Link of Columbus, Inc., we know that businesses improve their profit margins and increase productivity with the help of a live answering service. By allowing a call center to manage your company’s call volume, you enable your staff to focus on quality, performance, and productivity. Here are the top reasons you should no longer answer business calls in-house.


An answering service can field your calls 24-hours a day, every day. This means that when your customers call after hours, they still are greeted by a live person, not an answering machine. Good call centers can tailor their services to meet your needs, and will take the time to understand your business and your priorities. By knowing which calls you consider urgent, the answering service will make sure the caller is connected to the appropriate staff member as quickly as possible while handling the most basic inquiries without interrupting you. Envision the service as a virtual receptionist who is an extension of your business.

Personal Touch

Customers are often frustrated when they call a business and get an answering machine or voicemail. They are calling for a reason—they need an answer to their question, and they want it quickly. Answering machines are laborious for both parties, and commonly customers will simply hang up rather than leave a message. This could be a lost sale. Using a call center means that whenever potential or current clients call, they’ll get through to a live person and will be directed to the next step.


Phone calls are one of the biggest time wasters workers face. Usually, it’s not just the time to answer the call that’s the problem; it’s the distraction factor. Getting back into concentrating on a project takes effort, and the distractions add up over time and drain your team’s productivity. With an answering service handling all your calls, you and your staff can focus on your work. The service will notify you of high priority calls that do need to be attended to, as well as send you a log of all calls within a specified time-frame. Any calls that still require action can be returned in a timely manner at your convenience.

Loyalty & Referrals

Providing your customers with excellent customer support translates to loyalty on their part. Loyal customers are more likely to refer your business to their friends and family. And as your business grows, your answering service will expertly handle your increased call volume—allowing your team to focus on taking care of your clients.

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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