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Established vs. Start-Up, Which Answering Service is Right for You? - Ambs Call Center - ContactCenterWorld.com Blog

Established vs. Start-Up, Which Answering Service is Right for You?

 Astute business managers often wonder if they should select an established, proven answering service or try a neophyte provider. While there is no one universal answer, the following discussion will provide reliable guidance and much to consider. 

The Benefits of Established Answering Services

A telephone answering service that has been around a long time, say more than fifty years has proven many things. (The oldest answering services are more than eighty.) First, they know how to adapt to changes, and there have been numerous changes over the past several decades that have scuttled many a lessor-prepared service.

Second, they have demonstrated they can successfully move from one leader to another, from one generation to the next. Few small businesses can say that and endure for the long haul over many decades. Most struggle to migrate from entrepreneurial charisma to smart business leadership that transcends the personality of its founder.

Third, there is a high likelihood they are plugged into the industry, are active in supportive associations, and have established long-term relationships with the best vendors and other leading providers. All of these connections benefit their clients.

An established answering service has proven itself and deserves attention. Their longevity indicates their stability.

The Benefits of New Answering Services

Over the years, many people have tried their hand at starting an answering service. They bring some compelling promises to the discussion. They are filled with passion, they have innovative ideas, and they are all in – because their financial future depends on it.

They often offer lower prices and promise better service. Their key staff may have a can-do attitude of an owner. Whatever you need, the answer is “yes.”

All together these expectations of new provides an enticing allure.

The Risks of Established Answering Services

Coming up with a list of cons for an established answering service is a bit more difficult. After all, they have proven over time that they can successfully deal with problems; they have overcome every bump in the road for decades. Perhaps one possible trait to watch out for is a leader who is coasting (which can’t go on for long if the business is to remain viable).

The claim that as a mature business they will be slow to change and adapt is countered by their long history of changing and adapting, so this is a pointless concern.

The Risks of Start-Up Answering Services

The start-up answering service has no history to confirm their ability to serve clients, provide the quality they promise, or maintain the low rates they initially offer. As stated earlier, many entrepreneurs have entered the industry, but few of them have survived.

Yes, every answering service in existence today was once a new one. Their founders made the right decisions that allowed them to stay in business and grow, but many more start-ups have failed to do so.

The risk of going with a new answering service is that they may over promise and under deliver, and you pay for their idealism. Yes, they may be able to work things out and move from new to proven, but do you have the time to wait?

Summary

In general, if you are a risk taker, try a new answering service; you might find a winner. If you are more cautious or can’t afford a misstep, select an established, proven answering service. The decision is yours.

Source: http://blog.ambscallcenter.com/established-vs-start-up-which-answering-service-right-for-you

Publish Date: September 12, 2016 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

5.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



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