Photo from Unsplash
Originally Posted On: https://kwoteadvisor.com/understanding-the-different-types-of-answering-services/
Understanding the Different Types of Answering Services
In today’s fast-paced business world, providing excellent customer service is essential for success. One aspect of this is having a reliable and efficient answering service. There are several types of answering services available, each with its unique features and benefits. Understanding the different types of answering services can help businesses choose the best one for their needs.
Live Answering Services
Live answering services are a popular choice for businesses that want to provide personal and professional customer service. With live answering services, a team of trained professionals answers calls on behalf of the business. This service is available 24/7, ensuring that customers can reach the business at any time. Live answering services can provide a range of features, such as call forwarding, message taking, appointment scheduling, and more. These services are a great fit for the following industries:
- Financial services
Automated Answering Services
Automated answering services are an ideal option for businesses that want to provide basic information to customers quickly and efficiently. With this service, callers are greeted with a pre-recorded message that provides information about the business, such as business hours, location, and contact information. Callers can also navigate through a series of prompts to reach the appropriate department or leave a message for a specific person. Some industries that may benefit from this type of answering service include:
- Real estate
Virtual Receptionist Services
Virtual receptionist services are similar to live answering services, but instead of a team of professionals, a virtual receptionist uses advanced software to answer calls. This service is available 24/7 and can provide a range of features, such as call forwarding, message taking, appointment scheduling, and more. Virtual receptionist services are a cost-effective option for businesses that want to provide professional customer service without the expense of hiring a full-time receptionist. Virtual receptionists are beneficial for many industries, including:
Call Center Services
Call center services are ideal for businesses that receive a high volume of calls. Call center agents are trained to handle a range of customer inquiries, such as product support, sales, and technical support. This service can also provide features such as order processing, appointment scheduling, and more. Call center services are available 24/7 and can be a cost-effective solution for businesses that want to outsource their customer service. Because of their extended availability, call center services are a great fit for many industries including, but not limited to:
- Travel and hospitality
Understanding the different types of answering services can help businesses choose the best one for their needs. Live answering services provide personal and professional customer service, while automated answering services are ideal for providing basic information quickly and efficiently. Virtual receptionist services are a cost-effective option for providing professional customer service, and call center services are ideal for businesses that receive a high volume of calls. By choosing the right answering service, businesses can provide excellent customer service and improve their overall success.
Breaking Down the Costs of Different Types of Answering Services
Answering services can be a valuable resource for businesses of all sizes. By outsourcing your incoming calls to a professional answering service, you can free up your time to focus on other important tasks while still ensuring that your customers receive the support they need. However, it’s important to understand the different types of answering services and the costs associated with each one. In this section, we’ll break down the costs of different types of answering services and provide pricing examples to help you make an informed decision.
Live Answering Services
Live answering services provide a live agent to answer your calls during business hours. This type of service is best for businesses that receive a high volume of calls or need 24/7 coverage. Live answering services typically charge by the minute or by the call. Pricing can vary depending on the provider, but here are a few examples:
- AnswerConnect: Charges $1.50 per minute for their basic plan, which includes 24/7 coverage.
- Ruby Receptionists: Offers plans starting at $299 per month for 100 receptionist minutes and 24/7 coverage.
- PATLive: Charges $199 per month for 100 live receptionist minutes and 24/7 coverage.
Automated Answering Services
Automated answering services use a virtual receptionist to handle incoming calls with pre-recorded messages and menus. This type of service is best for businesses that receive a moderate volume of calls and want to save money on staffing costs. Automated answering services typically charge a flat monthly fee, with pricing varying based on the provider and features included. Here are a few examples:
- Grasshopper: Offers plans starting at $29 per month for one phone number and unlimited extensions.
- VoiceNation: Offers plans to start at $30 per month for 100 minutes and includes a virtual PBX.
- Smith.ai: Charges $140 per month for 20 calls and includes live transfer to your team.
Hybrid Answering Services
Hybrid answering services combine live agents with automated features to provide a more personalized and efficient service. This type of service is best for businesses that need a combination of live and automated support. Hybrid answering services typically charge a combination of a flat monthly fee and per-minute or per-call fees. Here are a few examples:
- Conversational: Offers plans starting at $129 per month for 100 live receptionist minutes and includes a virtual receptionist.
- MAP Communications: Charges $39 per month for 10 voicemail boxes and $1.09 per minute for live answering.
- AnswerFirst: Charges $75 per month for 50 calls and offers customized pricing for larger volumes.
Answering services can be an excellent way to improve your customer service and reduce your workload. By understanding the different types of answering services and their associated costs, you can choose the one that best fits your needs and budget. Remember to consider factors such as call volume, hours of operation, and the level of support you require when making your decision. With the right answering service, you can take your business to the next level and provide your customers with the support they need to succeed.