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Should I hire an answering service or an onsite receptionist? - VoiceNation, LLC - Blog

Should I hire an answering service or an onsite receptionist?

When looking at enlisting the services of an answering service or hiring an in-house receptionist, you don’t have to look too far to see which one might better suit your business, law firm, or medical office. It seems with everyone we talk with about the features of an answering service three area rise to the top. They are availability, money, and time (not necessarily in that order). Let’s take a quick look each of these and what they could mean for your office. 


Sometimes the office can be limiting for all businesses. A regular shift for an employee is usually 8am – 5pm, Monday – Friday, but do you customers or clients have regular shifts? Do their needs stop at 5:00pm on the dot and only happen Monday thru Friday, and not on holidays? Of course not! This is where the perk of availability comes into play when you use an answering service for your business. You have a multitude of professional reps available 24/7 every day of the year. That means never having to worry about missing a sales lead, client intake, or not being available for a patient that might need to change an appointment. Being available at all times shows that you care for and are attentive to the needs of your clients or customers.


Another benefit of utilizing a live answering service is that you save time (and gain peace of mind). You no longer have to worry about spending time, energy, and effort on the recruiting, interviewing, or training part of having employees as it relates to your receptionists and customer service agents.  When you bring on an answering service to help manage or grow your business you not only save time from not having to hiring and train someone at the start, you save time when you grow your business or firm since an answering service scales with the growth you experience. Time is not only important for you while in your office but outside the office as well. Being freed up to spend time with your family, friends, or go on that vacation you have been wanting for a while can finally happen.

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This one is always the eye opener and the one that any business owner or office manager is most interested in. Besides the old thought that “Time is money”, which we have already addressed, the cost of having employees on staff continue to be on the rise. Whether it is insurance, benefits, paid time off, technology or other items needed for a new employee to do their job, it is expensive and not something many people think all the way through when they need to expand or manage growth. When it comes to an onsite customer service rep let’s look at a comparison: 

For 1 full-time, in-house customer service rep that is paid $10 an hour it will cost you about $1600 per month, that’s not including holiday or overtime pay. Plus, you will need to account for insurance sick time, or other benefits. That is just for ONE representative. 

Compare this to using one of VoiceNation’s most popular plans, the Premier Plan, at just $249 a month. This would free you up significantly to reinvest in your business, provide more for you customers, and give you a whole army of professionally trained call experts to take care of your business.

These are just three of the main benefits of hiring an answering service for your law firm, medical practice, or really any business. There are many more benefits and perks. 
For more information on all of the services provided and the benefits of using VoiceNation’s live, legal, and medical answering services, please give us a call at 1-866-766-5050 or click the chat button to the side. 

Blog Author: Jason Gazaway


Publish Date: June 8, 2017 5:00 AM

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

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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.

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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 is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

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