9 Things to Consider when Choosing a Telephone Answering Service

Service

  • Are customer service representatives available 24/7, including holidays?   Does the company offer both live operator and automated response services? If appropriate for your business, the use of a personalized announcement to give office hours, etc. combined with an option to speak with a liver operator is an effective way to reduce expenses.

  • Can the handling of your calls and the dispatching of your messages be customized to meet your specific needs?

  • What other business support services do they offer?  Many services now have the capability to schedule appointments and makes reservations; provide help desk and dealer location services; track employee attendance, etc.

  • Do their customer service representatives have access to the internet if that is necessary for the handling of your calls?

Pricing

  • Make sure you understand how charges will be computed.  Charges can be based upon the calls or on time.  Be aware that the definition of “call” and “time” may differ from one answering service to another.  See post “How will I be billed by my Answering Service”)

  • Ask for a written proposal.  Ask whether the pricing plan you chose can be modified in the future? Does the company require you to commit to a contact?

Technology

  • Does the company provide a variety of message delivery options such as voice, text, email, fax, alpha page, or encrypted messaging?

  • How long does the company retain information?

  • Are all calls recorded and, if so, are the recordings available to you on request?

  • Does the company have system redundancy and power backup to ensure service in times of phone and power outages?

  • Can the company provide interfacing with my company’s information system or CRM if that is necessary for the handing of your calls?

Staffing

  • How does the company ensure there will be sufficient staff available to minimize long ring or hold times?

  • What type of notice will the company need from you if your call volume should increase due to special promotions, office hour changes, etc.?

Training

  • How is the staff trained?  Does the company conduct standardized training programs from the Association of TeleServices International (ATSI) or other industry associations?

  • Do all employees receive regular HIPAA training prepared by ATSI or other industry associations?

Stability & Reliability

  • How long has the company been in business?  What is the average tenure of their staff?  Is the company active in the local business community?

  • Does the company have back-up power and redundancy of critical system components?

Compliance

  • Does the company comply with local, state, and federal regulations and carry business insurance, including Error and Omissions coverage?

  • Does the company comply with HIPAA and HITECT regulations?

  • Is the company active member of an organization that keeps its membership up to date with the latest laws, regulations, and industry trends?

References / Testimonials

  • Ask for references you can call to discuss the service.  Be sure to ask for references in your particular industry or locations.

  • Check the company’s website to see if they have a testimonial page

Awards

  • Has the company earned any awards or recognition in the industry or local business community?  Does the company participate in the ATSI Award of Excellence service award?  This program assesses a company’s service level through the evaluation of test or “mystery shop”