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

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




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


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

Become a Basic Member for free. Click Here

How Answering Service Agreements Insure Quality - Ambs Call Center - Blog

How Answering Service Agreements Insure Quality

A service agreement is a legal arrangement between two parties that defines expectations. In the case of an answering service, the agreement details what they will deliver to you. It also defines the terms of the relationship. This agreement serves many important functions.

What Answering Service Agreements Do

Agreements Define Expectations

A good service agreement should explain the basics of subscribed services along with other details. These details include several unlikely scenarios which may occur, but for your protection, should be defined. Examples are resolution of unexpected issues, how to end the agreement and penalties for late payments or nonpayment.  

Most people sign agreements so often, for so many situations, that they give these documents little thought. Yet contracts are an astute move to provide a workable framework for the interaction between parties. For an answering service, the contract serves additional roles as well.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



Contracts Kick-Off Service

Before an answering service can begin answering your telephone calls, they must first set up your account according to your expectations. A service agreement may detail these items or reference a separate document that serves the same purpose. The answering service uses this information to begin your service.

Agreements Protect Service Levels

The most critical element of signing a service agreement with your answering service is to allow them to plan. Specifically they need to schedule their staff to answer your phone. This is a critical component to giving you the best service level possible.

They look at the number of clients under contract and the historic usage of those clients. Then they project a schedule for the next week and the rest of the month, scheduling their staff accordingly. If they over schedule they can’t run a profitable business and will cut corners, and if they under schedule they can’t provide great service. That’s why an accurate schedule is so critical.

Service Agreements Are Like an RSVP

Your signed service agreement effectively tells your answering service, “I’m committing to use your service for the next month,” so please “include my needs when you schedule your staff.”

It’s the equivalent to an RSVP for a dinner party. Imagine expecting twelve guests and having sixteen show up. There will not be enough food. Awkward. Your answering service agreement is like your dinner RSVP, and it helps them make sure there is enough “food” for everyone.

Contract Best Practices

Some answering services have an annual agreement, others are monthly, and a few are too unsophisticated to even bother. Industry best practices use an agreement for an initial time, such as three months, reverting to a month-to-month understanding for the remainder of the service agreement.

This provides the answering service with an initial period to recoup their investment for the new client, including account setup, system programming, staff training, and fine-tuning. (And no, the setup fee is usually not enough to cover all these things.)

Then, after three months, service continues on a month-to-month basis. This provides the answering service with the confirmation they need to schedule their staff and gives you, the client, the most flexibility to make changes as needed.

With the appropriate service agreement, everyone wins.


Publish Date: August 18, 2016 5:00 AM

2020 Buyers Guide IVR

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.
PH: +1 512-872-7565


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

View more from Ambs Call Center

Recent Blog Posts:
Can Your Answering Service Provide These Medical Call Center Services?December 11, 2016 5:00 AM
4 Reasons to Use an Answering Service for ElectriciansNovember 28, 2016 5:00 AM
What Does a Virtual Receptionist Do?November 15, 2016 5:00 AM
Call Recording Essentials You Should KnowOctober 29, 2016 5:00 AM
6 Reasons to Use a Property Management Answering ServiceOctober 20, 2016 5:00 AM
What is a Virtual Receptionist?October 11, 2016 5:00 AM
4 Tips for Setting up a HVAC Answering ServiceSeptember 29, 2016 5:00 AM
6 Technology Tools Your Medical Answering Service Should ProvideSeptember 20, 2016 5:00 AM
Four Key Traits to Look for in a Telephone Answering ServiceSeptember 15, 2016 5:00 AM
Established vs. Start-Up, Which Answering Service is Right for You?September 12, 2016 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

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