Is your work phone ringing off the hook? Thatās great! One of the most important aspects of any small business is receiving incoming calls. But not every business has the luxury of aĀ dedicated team member monitoring the phones during the workdayānot to mention all the calls that come in after-hours.
Luckily, thereās no shortage of call answering platforms and services out there to assist. The key is finding the right small business answering serviceāone that provides all of the “pros” with few (or none) of the “cons.”
In short, the pros of a small business call answering service can include saving time and cutting costs, while the cons could be potential language barriers and delegation issues.
So, is it worth using a small business answering service? Keep reading to find out!
Table of contents
What is a call answering service?
A call answering service is a professional solution designed to handle incoming phone calls on behalf of a business or individual. These experts ensure every ring is answered promptly, whether itās during business hours or late at night.
Theyāre the go-to solution for everything from customer questions and appointment bookings to message taking and beyond. By letting the experts manage your calls, you can keep your communication game strong while staying laser-focused on what you do best.
Common features of a call answering service:
24/7 live answering
Call transfers
Call forwarding
Customized call handling
Message-taking
Answering FAQs
Scheduling
Lead capturing
Outbound call assistance
Robocall filtering
Multilingual support
CRM integration
Analytics and reporting
HIPAA compliance
The pros of using a call answering service
Running a small business means juggling a million tasks at once, and managing phone calls might not be at the top of your to-do list. But what if you could offload that responsibility to someone (or something) else? An integrated small business answering serviceāor virtual receptionistāis usually the perfect solution, handling calls so you don’t have to.
Letās dive into the pros of using a call answering service and how it can boost your business.
Never miss a call.
Missed calls often mean lost opportunities. Whether itās a potential client, an existing customer with an urgent need, or a time-sensitive inquiry, letting calls go unanswered can impact your business. With a call answering service, every call is promptly addressed, no matter what.
During peak hours, they effortlessly handle overflow, so customers arenāt kept waiting (listening to elevator music) or sent straight to voicemail (also not great). After hours or on holidays, a call answering service keeps your business accessible, capturing leads and addressing customer concerns.
Provide better customer service.
Exceptional customer service is about more than just answering calls on the phoneāitās about how calls are handled. A good call answering service, like Ruby, offers trained professionals who deliver personal interactions and skilled responses to every customer.
These agents know how to answer all of the questions that are thrown at them, resolve tricky issues, and create a positive experience that reflects well on your brand. With a professional service in place, you can take your customer service to the next level and turn everyday interactions into opportunities to impress.
It's cost-effective.
Hiring full-time staff to manage calls can be costly for small businesses, especially when factoring in salaries, benefits, and training expenses. Call answering services offer a wallet-friendly alternative, giving you access to a team of trained professionals without the overhead of additional employees.
These services typically offer flexible plans, so you only pay for what you needāwhether itās full-time support or occasional overflow assistance. The savings extend beyond costs; by reducing distractions for your team, these services also help boost productivity, translating into long-term financial benefits.
Get after-hours coverage.
Customer needs donāt always stick to business hours, and many calls come in when your office is closed. And your business should always be ready to go. Call answering services provide after-hours or 24/7 coverage, so you can capture more leads or address urgent matters that might otherwise go unresolved.
Customers appreciate knowing they can reach out whenever, and this can set your business apart from competitors who only use voicemail. With round-the-clock support, you can maintain excellent customer service and responsiveness, day or night.
Take advantages of scalability.
You know what they say, āmoā money, moā problems.ā As your business grows, so do customer demands. Managing an increasing volume of calls can strain your resources, especially during busy seasons. But donāt fret.
Call answering services are built to scale with your business, adapting to fluctuations in call volume without requiring you to hire, train, or manage additional staff. This flexibility means you can enjoy watching your business grow without the stress, while your customers continue to receive amazing service.
Improve lead management.
Not all calls are created equalāsome are high-value leads that could bring in the big bucks, while others might be routine questions or even spam. You can manage this balance by screening and prioritizing calls with a call answering service.
Many services use customizable scripts and special processes to identify and route important leads to the right team member while handling lower-priority inquiries or filtering out spam. This way your team focuses their time and energy on the opportunities that matter the most, helping your business grow.
āWhen I launched USAPromDress.com, I initially handled all customer calls myself, which meant missing numerous opportunities while I was in meetings or working on other aspects of the business. After implementing a live answering service, our conversion rate increased by 40% because we never missed a potential sale.
One particular instance stands out: during a two-week vacation, instead of losing business, we actually saw a 25% increase in sales because the answering service maintained our high-touch customer service approach while I was away.ā
ā Kunal Madan, Founder, Amarra
Project a professional image.
First impressions matter, and how your business answers the phone can say a lot about your brand. For small businesses, a call answering service can create the impression of a larger, more established company, boosting credibility and trust. With trained agents, each call will be answered with professionalism that leaves a lasting impression on existing and potential clients.
Potential cons of call answering services
Call answering services can be a lifesaver, but theyāre not perfect. From language hiccups to giving up some control over customer chats, there are a few bumps to watch out for. Knowing the potential downsides upfront can help you keep things running smoothly.
The service may not be able to navigate language or cultural barriers.
Outsourcing call answering services internationally can sometimes result in language or cultural barriers that frustrate customers. If agents are not fluent in the language or unfamiliar with the cultural context of your customers, misunderstandings may arise. This can lead to miscommunication, errors, or a perception of unprofessionalism, which could hurt your brandās reputation.
Customers want to connect with someone who really gets them, understands their needs, and communicates clearly. While some services train their agents to mitigate these issues, itās important to choose a provider with highly skilled, fluent agentsāor better yet, one that operates domestically. For businesses serving diverse communities, selecting a service that offers bilingual support and cultural awareness can also be helpful.
You may have less control over customer interactions.
Depending on the external service you use, you risk losing control over how customer interactions are managed. This can be challenging for businesses that are particular about their customer service approach or brand messaging.
To tackle this problem, you should work closely with the call answering service to provide clear instructions and ensure their agents are well-trained in your brandās voice and values. Also, regular feedback and open communication with the service provider can also improve the quality of interactions. However, for business owners who value complete control over customer interactions, this loss of direct management might feel like a significant trade-off.
When a call answering service makes sense for your small business
Wondering if a call answering service is right for your small business? These services can be a game-changer when it comes to keeping up with customer calls without stressing your team out. From handling high call volumes to offering after-hours support, theyāre a smart solution for staying professional and connected.
So, letās dive into the ideal scenarios for using a call answering service for your small business.
High call volume
If your team is overwhelmed by the number of incoming calls, a call answering service can alleviate the burden. During peak times, these services make sure no customer is left waiting or sent to voicemail, so your team can peacefully focus on core tasks without interruptions.
After-hours support
For small businesses that want to capture leads or interact with customers during evenings, weekends, and holidays, a 24/7 call answering service is invaluable. This way customers can always talk to a real person, boosting trust and customer satisfaction.
āOne case that stands out is a first-time buyer who called late one evening, anxious about loan pre-approval. Instead of leaving a voicemail, they got to speak with someone who reassured them and scheduled a time for me to follow up the next morning. That simple interaction turned into a long-term client. The biggest takeaway is that being available (even if it is through a service) makes people feel like they are in good hands, which goes a long way in a trust-driven industry like finance.ā
ā Austin Rulfs, Founder, SME Business Investor, Property & Finance Specialist, Zanda Wealth
On-the-go employees
Industries like contracting, real estate, or home services often involve employees working in the field, making it challenging to answer calls promptly. Call answering services bridge this gap, making sure calls are handled professionally and important messages are relayed quickly.
Specific industries
Some industries need call answering services more than others because they rely on outstanding communication. For example, healthcare providers use these services to schedule appointments, handle after-hours emergencies, and free up staff for patient care. Law firms benefit from confidential call handling, prioritizing urgent matters, and maintaining a polished image.
Service-based businessesālike salons, auto shops, and spasākeep operations smooth by managing bookings, sharing details, and catching every call, even during peak hours. For these types of industries, call answering services streamline operations and keep customers happy.
When a call answering service may not be the best fit
While call answering services offer so many benefits, they arenāt the perfect solution for every business. In some cases, the nature of your operations or customer needs might make these services less practical or cost-effective.
Low call volume
For businesses with minimal incoming calls, a call answering service may not justify the cost. If your team can easily manage the current call volume without disruptions, outsourcing this task might be unnecessary.
Instead, resources could be better spent on other tools or strategies that directly address your business priorities. For companies with just a handful of calls per week, simple solutions like voicemail or automated call routing could be enough.
Niche or highly specialized industries
Businesses in highly specialized industries often require a deeper understanding of their products or services to provide accurate information to customers. For example, a biotech company or a boutique software provider might field technical inquiries that require expertise beyond what a general call answering service can offer. In such cases, outsourcing calls could lead to miscommunication or frustration for customers seeking specific answers. These businesses may find it better to keep call management in-house or delegate it to team members with specialized knowledge.
By carefully assessing your call volume and the complexity of customer inquiries, you can determine whether a call answering service aligns with your business needs. While these phone call services excel in many scenarios, theyāre not always the right fit for every business model.
How to choose the right call answering service
Choosing the right call answering service is an important step for improving customer interactions and streamlining your business. And it all comes down to finding a service that matches your unique business needs and expectations.
1. Understand your needs.
Begin by taking a close look at your business operations. Track how many calls your team receives daily and identify peak times when handling calls becomes overwhelming. For instance, healthcare practices may need round-the-clock assistance for emergencies, while a salon might only need support during off-hours. A thorough understanding of your call volume and timing will help you choose a service capable of managing your unique needs.
2. Look for relevant features.
There are a lot of different features when it comes to call answering services, so it’s important to focus in on the features that matter the most. Basic message-taking might suffice for smaller businesses, but others may need advanced tools like appointment scheduling, lead qualification, or bilingual operators. If youāre a tradesperson, for example, capturing leads and forwarding urgent calls could be crucial. Life is just easier if you choose a provider that can offer tailored services and features that fit your specific requirements.
By carefully assessing your call volume and the complexity of customer inquiries, you can determine whether a call answering service aligns with your business needs. While these phone call services excel in many scenarios, theyāre not always the right fit for every business model.
3. Evaluate integration.
The right call answering service should work harmoniously with your existing systems. Check for integration with tools like customer relationship management (CRM) platforms, scheduling software, or team communication apps. Seamless integration cuts out manual data entry, reduces errors, and ensures smooth transitions between the answering service and your in-house team. For instance, a law firm may benefit from a service that syncs with its case management system to streamline client communication.
4. Assess costs.
Budget is a key factor, but make sure to look beyond the base price. Compare the pricing structures of several providers, considering the scope of services included. Be cautious of hidden fees for additional features or overage charges if your call volume exceeds the plan limits. Select a provider offering a transparent pricing model and a balance between affordability and quality, so that the service meets your financial constraints without compromising functionality.
5. Check reputation and reviews.
A providerās reputation is a strong indicator of its service quality. Look for reviews from businesses in your industry, as their experiences may closely mirror your needs. Positive testimonials highlighting reliability, professionalism, and customer satisfaction can help you identify trustworthy providers. For added confidence, you can also request references or case studies showcasing how the service has successfully supported similar businesses.
6. Test customer support.
Before signing a contract, test the providerās responsiveness and professionalism. Reach out with questions or concerns to gauge how well they address them (and how fast). Reliable customer support is crucial because it reflects how the service will treat your clients. A provider that demonstrates attention to detail and respect for your time is likely to deliver the same quality of care to your customers.
By taking these steps, youāll find a call answering service partner that fits your business perfectlyāenhancing customer satisfaction, streamlining operations, and helping your company thrive.
Get all the pros of a small business answering service with Ruby.
Finding an established service providerāone with a rock-solid infrastructure, modern capabilities, and a high-quality reputation you can trustājust might be the solution to all your phone call needs.
At Ruby, weāre more than an answering service; weāre a team of communication experts dedicated to helping your business make the most of every customer interaction. Using our proprietary technology, our virtual receptionists integrate seamlessly with your business to answer customer questions, qualify leads, screen out spam callers, take messages, route callsāand make a great impression on behalf of your business.
Interested in learning more? Contact us today to get started!
FAQs
Call centers handle large volumes of calls for various purposes and often serve multiple businesses, while answering services focus on personalized, high-quality interactions tailored to small and medium-sized businesses.
Yes, answering services are ideal for small businesses with limited resources, ensuring no calls are missed and allowing owners to focus on core tasks without worrying about customer inquiries.
Most services let you customize call handling with specific scripts, protocols, and instructions, making them feel like an extension of your team.
Ruby acts as a seamless extension of your business, following your guidelines so clients typically assume theyāre speaking to your in-house team.
Trained agents handle after-hours calls 24/7, following your instructions to manage inquiries, take messages, or adress urgent matters.
