Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

How Does an Answering Service Work? - A Better Answer - ContactCenterWorld.com Blog

How Does an Answering Service Work?

Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take. 

If you’re on the fence about hiring an answering service, this article will answer your questions and give you a better idea if going down this road is the right choice for you.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

What Is An Answering Service?

The first question you may have is “what is an answering service, anyway?” In a nutshell, an answering service handles communications for various companies. While traditional answering services deal with inbound and outbound phone calls, today’s answering services also handle emails, replying to text messages, and cold calling, which is a service many businesses find useful.

If you’re thinking about hiring an answering service, keep in mind that these agencies go by various names depending on what capabilities they offer: 

Virtual Receptionist Services This type of agency performs the same tasks that any receptionist would in an office. These tasks include answering phone calls, transferring them to the proper contact, and giving out any necessary information that a caller may need such as office hours or location.

Virtual Office Service The virtual office agency performs similar functions of a virtual receptionist, however, they also can offer you a physical mailing address and temporary meeting spaces. This can be a great option for startups or businesses that operate remotely. 

Automated Answering Service The automated service doesn’t use live agents; they base their service on voice response. So while not a traditional answering service, this company allows customers to leave messages or go through a series of prompts to get the information they need. You’re probably familiar with this kind of service if you’ve ever called for support and been instructed to press 1 or 2 for different options. 

Internet Answering Service Most internet answering services aren’t like traditional answering services; similar to the option above. The internet service provider offers email or chat help, and other online-based support. Internet answering services also don't typically provide live agent support.

Call Centers Most people are familiar with call centers. Love them or hate them, they offer a valuable service for companies who need external live operators to handle customer support issues and a large volume of calls. Most people think of telemarketers when they hear call center, but that’s only one function they perform. Many exist to help customers with technical support or to be the first line of communication between a company and their customers. 

Purpose Of The Answering Service

On its face: 

The answering service exists to answer calls, make calls, and dole out information on behalf of a company. 

The benefit to these agencies is that they’re able to provide a service to small and medium-sized companies who don’t have the financial resources to hire an in-house team to handle their volume of calls. 

Also, many business owners are too busy outside the office to take calls themselves, such as doctors, plumbers, and electricians. The answering service allows them to take calls and not lose the business to a competitor.

How Do They Work?

Many companies use answering services because they provide valuable assistance capabilities that the company can’t do in-house. But how do they work?

Automated Answering Service

The automated answering service typically goes something like this: Press 1 for technical support, press 2 for billing, press 3 for company hours, and press 4 for a live operator. Sound familiar? The goal of these answering services is to get the customer the help they need without having to speak to a live operator.

Live Answering Service

Live answering services are the opposite as they use live agents for the primary contact when a customer calls in. A live operator can work in a call center from home as a virtual receptionist. Many business owners prefer live answering services as they want their customers to speak to a real person and get the answers to their questions quicker. 

Call Center

The call center is often confused with answering services, even though both can perform many of the same functions. Most call centers work with one company to handle all of their incoming communications, and it’s not uncommon for a call center to employ hundreds of people while an answering service is usually a more intimate operation.

So: 

While many companies opt for an automated system, customers often prefer live answering services as mentioned. 

Automated is cheaper, but when you factor in the frustration that some callers incur when trying to navigate an automated menu system it might not be the best trade-off.

A live answering service benefits the company and the customer by reducing the time the customer has to wait to speak to a representative. Live receptionists are better able to provide customers with the proper information or direct them to the correct point of contact more quickly. 

All in all, this makes the interaction more pleasant for the customer, which is key in a customer service driven environment. 

How Can An Answering Service Benefit You?

Now that you know what an answering service does and how they work, it’s helpful to understand how you can benefit from hiring one. 

Here are just a few of the services these agencies offer that can help your business:

  • Call screening
  • After hours or weekend call answering
  • Handling high volume calls during holidays
  •  Make sure all calls are answered, and customers get help
  •  Record and deliver messages
  • Set appointments
  • Text and email communication
  • Customer service and technical support

While an answering service isn’t for everybody, they can benefit many business owners who experience a high volume of calls or don’t have the resources to hire an in-house team. If you think this type of service sounds like exactly what you need, read this article to learn more about the cost of hiring a call center to get started.

Publish Date: October 16, 2019 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021 5:00 AM
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021 5:00 AM
How AI Is Changing the Customer Service SpaceJune 28, 2021 5:00 AM
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021 5:00 AM
6 Most Common Call Center Myths DebunkedJune 21, 2021 5:00 AM
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021 5:00 AM
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021 5:00 AM
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021 5:00 AM
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021 5:00 AM
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021 5:00 AM

About us - in 60 seconds!

Submit Event

Upcoming Events

Everything You Want To Know About The Most Prestigious Awards In The Industry! Read More...
 768 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =