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


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

5 Times Dunder Mifflin Could Have Used an Answering Service - MAP Communications - Blog

5 Times Dunder Mifflin Could Have Used an Answering Service

When you watch an episode of The Office, you’re not typically settling in for a lesson on customer service. In fact, The Office could often be used as a primer on how not to treat your clients. While Dunder Mifflin holds a place in many of our hearts, the company is hardly a model for excellence. This week, we’re reflecting on all the wacky antics of Michael Scott (played by Steve Carell) and his colleagues – and how they could have benefitted from an answering service. While you might not walk away from the show with many business tips, there’s certainly value in looking at the show through a new lens!

Pam and Jim Tie the Knot

Pam Beasly, played by Jenna Fischer, and John Krasinski’s character, Jim, find some time in between pranks on Dwight, (played by Rainn Wilson), to get married. All of the employees from the Scranton, PA branch join them at Niagara Falls to dance down the aisle and create one of the show’s most memorable episodes. But with nobody left in the office, who is answering the phone?

Michael was too wrapped up in his plans to become over-involved in the ceremony to consider all the missed phone calls that would get sent to voicemail over the course of the few days nobody was around. An ideal solution would have been to use a phone answering service to ensure all those calls were handled promptly and professionally. It wasn’t a total loss though. Michael did capitalize on one opportunity: Pam’s mother.

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



The Team Meets in the Conference Room…Again

Team meetings in the Dunder Mifflin conference room always devolve in wacky ways. From CPR training to holiday parties, the staff is constantly pulled away from their desks to get wrapped up in new antics. While it makes for great television, it begs the question: who is covering the phone while the team goofs off? Productivity clearly isn’t a priority for this staff.

If the Dunder Mifflin Paper Company had a partnership with a phone answering service, these lengthy meetings might not impact business much. We occasionally see Pam or Erin, played by Ellie Kemper, pulled away to answer the phone during a meeting. With an answering service on the job, the administrative staff could fully commit to all the “team-building” activities, finding out what’s on the menu in prison, or learning CPR. Given how much time the employees seem to spend in the conference room, there’s no telling how many important sales opportunities they missed out on!

Sabre Buys Out Dunder Mifflin

In season six, we see Dunder Mifflin bought out by a new company, Sabre. The new founder comes to Scranton to spend some time with the staff and establish new policies. Michael is eager to impress his new boss and asks his team to stay late. They burn the midnight oil, until Michael realizes how unfair it is to ask his employees to work so many long hours. While not always the most sensitive employer, Michael sends everyone home for much-needed rest and relaxation.

While we applaud Michael’s commitment to a healthy work/life balance, the episode begs the question: who is answering Dunder Mifflin’s phones after hours? Once the staff goes home for the day, the company could seriously benefit from an after hours answering service to take their place. Even if the majority of their business occurs during the daytime, Dunder Mifflin and Sabre could stand to improve their customer service offerings.

Dunder Mifflin Announces a Product Recall

Product recalls can be dangerous. In the world of The Office, though, a product recall is simply embarrassing. In season three, Dunder Mifflin deals with the fallout of an offensive watermark that accidentally made its way into several reams of paper. The customer backlash is serious, and the entire team comes together to answer angry customer phone calls.

The Office watermark episode is emblematic of a lot of Dunder Mifflin’s customer service issues. Rather than leave the support up to dedicated experts, the accountants tasked with the job fumble their response. A phone answering service might have helped mitigate some of the backlash and put the product recall to bed more quickly.


We were going to say that Toby in HR (played by Paul Lieberstein) could have benefited from our hotline tools. And indeed, tools like an ethics hotline or employee call out solution would have helped him immensely. However, it’s Toby, and he’s just the worst.

Instead, how about the time The Office ran to “cure” rabies? The business phones went unattended as employees all joined Michael Scott’s Dunder Mifflin Scranton Meredith Palmer Memorial Celebrity Rabies Awareness Pro-Am Fun Run Race For The Cure. It’s not like this was a quick 30 minute event either. The phones went unanswered for quite some time as it took most participants a good portion of the day to participate. Well, all except for one. Toby actually won the race. Toby!!!

These examples are hardly the only cases in which Dunder Mifflin might have benefitted from an answering service. While it’s important to remember the show’s comedic intentions, there’s no denying that Michael Scott and his team have serious room for improvement. If you see your own organization reflected in these examples, it might be time for you to harness the power of a phone answering service for your office! Contact us today and let us know how we can assist you. Tell us your favorite episode of The Office and we’ll give you a week of free service!


Publish Date: July 30, 2020

2022 Buyers Guide Knowledge Management


Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.

View more from MAP Communications

Recent Blog Posts:
Effective Tips for Improving Your Company’s Phone GreetingSeptember 17, 2020
5 Must-Haves in Your Business Continuity PlanAugust 20, 2020
Why Real Estate Agents Shouldn’t Answer Their Own PhoneAugust 6, 2020
5 Times Dunder Mifflin Could Have Used an Answering ServiceJuly 30, 2020
Top Reasons To Have a Spanish-Speaking Receptionist for Your BusinessJuly 23, 2020
How Adding an After-Hours Call Service Can Increase Business OpportunitiesJuly 16, 2020
5 Must-Have Phone Tips for Medical ReceptionistsJuly 2, 2020
5 Ways to Utilize Virtual Receptionists for a Remote WorkforceJune 25, 2020
Why Right Now is the Perfect Time to Use a Virtual ReceptionistApril 9, 2020
How Answering Services Help Real Estate Agents Close More DealsMarch 5, 2020

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =