| If you need help answering the telephone for | | | | relationship. This is where it is clear to the caller |
| your small business, there is a dizzying array of | | | | that they have NOT reached your place of |
| choices available. From massive call centers in | | | | business, but a third-party service. Frequently, |
| distant countries to locally-based remote | | | | their capabilities are limited to taking messages or |
| receptionists and telephone answering services, | | | | paging a service provider who can return a call. |
| there is no shortage of companies willing to | | | | They will often employ a large team of 24/7 shift |
| answer your phone. While there are many | | | | workers who are available to answer calls live |
| companies who will answer your business | | | | around the clock. Many provide nationwide |
| telephone calls, the experience for your callers | | | | service to a particular industry such as medical |
| (and the benefits to you) can vary widely | | | | doctors or plumbers, or offer more locally based |
| depending on the type of service you choose. If | | | | services across a variety of industries. While |
| you need help answering the telephone for your | | | | some can connect calls live, the per-minute |
| small business, there is a dizzying array of choices | | | | charges for call connections make this option |
| available. From massive call centers in distant | | | | prohibitive. |
| countries to locally-based remote receptionists and | | | | The Remote or Off-Site Receptionist — |
| telephone answering services, there is no | | | | Recent advances in telephone technology and |
| shortage of companies willing to answer your | | | | web-based tools have resulted in a new option for |
| phone. Unfortunately, the process of choosing a | | | | business owners who wish to offer more |
| service provider can often be frustrating and | | | | personalized service to their callers and engage a |
| confusing, which is unfortunate because, | | | | more active partner in their business. |
| let’s face it, you’re already pressed | | | | Sometimes called a virtual receptionist, these |
| for time. | | | | companies typically offer a smaller, dedicated |
| To streamline the process, it is helpful to | | | | team of receptionists whose philosophy centers |
| determine what type of service you need and | | | | around functioning as an extension of your staff |
| the experience you want your callers to have | | | | and the front-end for your business. Typically, |
| with your company. Although there is some | | | | callers will feel as though they have reached your |
| cross-over among service providers in this rapidly | | | | office. Questions can be answered, |
| evolving industry, the following categories have | | | | appointments can be scheduled and calls can be |
| emerged. | | | | screened, announced and connected in real-time |
| The Call Center — Typically these | | | | to your people on any phone number. You are |
| organizations employ a large number of telephone | | | | encouraged to communicate with your |
| operators trained to take callers through specific | | | | receptionist regularly regarding your schedule, |
| steps and/or scripts based on the nature of their | | | | preferred contact number, even particular people |
| inquiries. They frequently do an efficient job of | | | | you do or don’t wish to speak with. |
| handling large volume of telephone calls and often | | | | Often locally based, off-site receptionist |
| make use of an automated menu (IVR | | | | companies may even offer you the opportunity |
| —Interactive Voice Response) on the | | | | to meet and train their team just like |
| front-end to aid is routing callers to the proper | | | | you’d train your own employee. |
| department. They may be based domestically in | | | | While there are many companies who will answer |
| the Unites States or located overseas in areas | | | | your business telephone calls, the experience for |
| such as India or the Philippines. Most often, call | | | | your callers (and the benefits to you) can vary |
| centers handle an entire call from inception to | | | | widely depending on the type of service you |
| termination and offer 24/7 service. | | | | choose. Before beginning your search, take a |
| The Answering Service — Traditionally, the | | | | few moments to outline your particular needs and |
| answering service has been a third-party | | | | seek out the type of service geared to you. |