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It’s not just about answering the call, but how you answer it. Sure, maybe your business is picking up every call, but if you’re starting the conversation with, “What do you want?” that might not cut it.
A call handling service is a solution that manages incoming phone calls for a business. It can include live answering by professional receptionists, automated systems that direct calls, or virtual receptionists who handle calls remotely. The service helps answer calls (in the best way possible), take messages, schedule appointments, and forward important calls, all while maintaining a professional image for the business.
At Ruby, we specialize in delivering personalized, seamless customer experiences to make businesses thrive. We are a trusted provider of virtual receptionist and live chat solutions, so you could say we know a thing or two about how to use a call answering service. Let’s get into it!
Assessing your business needs
Every business is different, so to make the most of a call answering service, start by evaluating your unique needs. Take a look at things like call volume, your business goals, and peak hours to find the answering service that fits just right.
Volume and types of calls
Too many calls? Or only a few rings a day? Lots of emergency calls or chatty customers with time to kill? It’s key to know how many and what kinds of calls you’re getting.
If you run a dental office, you might handle appointment scheduling, insurance inquiries, and emergency calls. On the other hand, a real estate agency is more about listings, scheduling tours, and follow-ups from potential buyers. Analyze the volume and types of calls you receive so you know exactly what type of solution you need.
Clarify your goals
Maybe your top priority at the moment is keeping current clients happy. Or maybe you’re focused on raking in the big bucks. Clearly identifying your objectives will help the call answering service align with your business priorities.
For example, if you’re an e-commerce business, your focus might be on reducing missed calls during peak shopping seasons to capture more sales. A tax expert might prioritize delivering professional, detailed message-taking to ensure no potential client is overlooked.
Availability and peak hours
If your restaurant receives a surge of reservation calls during lunchtime or if your IT support company frequently gets after-hours emergency calls, you’ll need a service that provides coverage during those critical windows. By assessing your business hours and peak call times, you can pick a service that is ready for anything.
What types of call answering services are available?
Every call to your business deserves a thoughtful touch, whether it’s from an in-house receptionist or a virtual team member. Live answering brings the human connection front and center, with skilled receptionists who make every interaction feel personal and professional. This can look like a real human being sitting in your office, or a live virtual receptionist (who is also likely sitting in an office, just much farther away). Live virtual receptionists offer the same warmth and care while working remotely, making them a flexible and seamless extension of your team.
Another type of call answering service is automated systems like pre-recorded messages or Interactive Voice Response (IVR) systems. These are automated solutions to manage routine inquiries and handle simple tasks like directing a caller to the correct department.
Volume and types of Choosing the right call answering service
There are a lot of options on the market. So, to narrow it down, start by taking these factors into consideration:
24/7 availability
Make sure calls can be answered 24/7, 365 days a year, especially if your business operates across time zones or has after-hours needs.
Bilingual support
If your customer base is diverse (or you’d like it to be) bilingual support is important in improving accessibility and communication.
Industry-specific expertise
Pick a service that will understand your unique terminology and fit the requirements of the field (such as HIPAA compliance for health care providers).
Reviews
When evaluating providers, research their reputation, services, and customer reviews. Check out Ruby’s case studies for some examples of happy customers.
Setting up your service
Once you’ve chosen the right call answering service, the next step is personalization, so your calls are answered exactly how you want them. The initial onboarding process typically involves providing important company information, like your business hours, contact details, and key services. You’ll also work with the provider to create detailed call scripts that guide how your calls are answered, so there is consistency. Be clear about your tone and personality—maybe you’re a sassy and cute e-commerce shop or maybe a professional, serious law firm. You want your custom greetings and responses to reflect your business fully.
Defining clear protocols for call handling is also key to keeping everything running smoothly. This includes setting up procedures for forwarding calls to the right team members, taking messages for follow-ups, and scheduling appointments or calls. For example, Ruby’s service allows businesses to create tailored workflows, so that each call is routed appropriately—whether it’s for urgent matters, routine inquiries, or specific departments. By setting up your service carefully, you can provide a consistent, professional experience for your customers.
Integrating with your workflow
Keep things simple. You’ll want a call answering service that seamlessly integrates with your existing business workflow. One way to do this is by using call reports and insights provided by the service. These reports can offer valuable data on call volume, customer inquiries, response times, and more. By analyzing this information, you can identify trends, improve response times, and fine-tune your customer service approach.
Setting up notifications for urgent calls or messages is another key integration. Many call answering services, including Ruby, offer features that allow you to receive immediate alerts for priority calls or time-sensitive messages. This way, important inquiries are addressed promptly, preventing potential issues from escalating.
Moreover, integrating your call answering service with other tools, such as customer relationship management (CRM) systems or scheduling software, can further streamline your operations. For example, Ruby can sync with your CRM to provide call handlers with context about each customer, improving personalization and productivity. Similarly, integrating with scheduling tools ensures that appointments or follow-ups are recorded automatically, saving you time and energy.
By integrating your call answering service with your workflow, you can sit back and relax knowing everything’s taken care of—or use your extra time to work more, your pick.
Measuring success
Call response time
Customer satisfaction
Lead conversion rates
See what’s working, and what’s not, so you can keep getting better and better. Here are the key metrics to keep an eye on:
- Call response time: How fast is your service picking up the phone? Speed matters, and quicker answers mean happier customers and fewer missed opportunities. Think of it like a race where every second counts—because it does!
- Customer satisfaction: What’s the vibe after the call? Feedback forms and surveys are your crystal ball here. Not-so-great scores are a friendly nudge to tweak and improve.
- Lead conversion rates: Are those calls turning into gold? Whether it’s booking appointments, sealing sales, or snagging leads, this is where the magic happens. If you’re not seeing improvements, you’ll probably want to adjust your strategy.
In addition to tracking these metrics, it’s important to analyze the broader impact of the service on your overall business performance. For example, has the service led to fewer missed calls or improved customer loyalty? Has it allowed your in-house team to focus more on critical tasks? Understanding these broader effects can help you measure the ROI of the service.
Don’t hesitate to adjust service parameters as needed. Based on the data and insights you gather, you may find that certain scripts, protocols, or hours of availability need some changes.
Tweaking things regularly keeps your service in sync with your growing business and sets you up for long-term wins. It’s all about staying flexible, making updates, and keeping the magic alive as you evolve.
“Outsourcing call handling was one of the best decisions I made for my business.”
–Shir Amram
COO, Montana Capital
Ruby’s tailored solution
What makes Ruby’s call answering service a total standout? It’s not just about picking up the phone—it’s about creating an experience that leaves your customers smiling. Ruby offers 24/7 live answering, so no matter when your customers call, they’re greeted by a friendly, professional receptionist who feels like part of your team. Need bilingual support? We’ve got you covered, helping you connect with a wider audience so every caller feels understood and valued.
But what really sets Ruby apart is our commitment to human connection and personalization. We don’t do cookie-cutter solutions. Our live virtual receptionists adapt to your unique business needs, answering calls in a way that reflects your brand’s voice and values. Whether it’s taking messages, scheduling appointments, or forwarding important calls, Ruby makes sure every interaction feels seamless and professional—just the way you’d handle it yourself.
Last thoughts
It’s all about finding a perfect match. Your calls should be answered with care, expertise, and personality. Whether you’re handling a high volume of calls or just want to make sure every interaction counts, Ruby is here to help you shine. So, let’s work together to create an experience that leaves your customers smiling—because with Ruby, it’s not just about answering calls, it’s about making every call count.
FAQ’s
You can customize your service by providing company information, creating call scripts, and setting up protocols for call handling. You can also adjust greetings, responses, and FAQs to reflect your brand’s tone and provide consistent messaging.
Yes, a call answering service can significantly improve customer satisfaction by answering every call promptly, addressing questions professionally, and making customers feel valued. It also reduces wait times, which means less frustration for customers.
Absolutely. Think of it as your secret weapon for making sure no call goes unanswered. It saves you time, keeps things professional, and makes your customers happy—all while giving your business a polished, 24/7 presence. Plus, the boost in customer loyalty often pays for itself.
Let’s do the math. It keeps your customers happy by reducing hold times, helps you capture leads you might otherwise miss, and gives you more time to focus on growing your business. Whether it’s managing appointments, answering FAQs, or just being there when you can’t, a call answering service is like having a superhero receptionist on your team.
