Answering Service
Comparison
Below is a comparison of the service offerings of Telephone Answering
Service. Options include: 24/7 live operator support answering
service, partially automated with live operator option answering
service, or fully automated answering service.
|
| Pros |
Cons |
| Provides Best Customer Service Experience |
Less Economical Than Automated Solution |
| Gets Customers Answers Almost Immediately |
|
| Reassure Customers During Emergencies |
|
| Prevents Customers Routing Themselves |
|
| Guaranteed to Increase Sales vs Voice Mail |
|
Description: All calls are answered by a live
operator.
Recommendation: Live operator support is recommend
for all accounts as it will deliver the best customer service
solution. Customers are looking for quick answers in today's
fast paced business world. However, for companies with little
or no competition in their area or who may be operating on a
tight budget, the parially automated or fully automated solution
may be preferential.
|
| Pros |
Cons |
| Filters Calls By Type |
Customers May Push Wrong Option |
| Cost Effective |
Lower Level Of Customer Service Versus Live Operator |
| Provides Live Operator Option For Customer Emergencies |
|
| |
|
Description: Callers are answered by a recorded
message that presents them with options. Typically, the recording
will say something along the lines of, "Thank you for calling
<company name>, if this is an emergency, please press
1 to speak with an operator. All other callers, please leave
your information..."
Recommendation: For companies without a lot of
competition in their immediate area or for companies with a
long-standing, dedicated customer base.
|
| Pros |
Cons |
| Most Cost Effective Solution The Services |
No Personal Interaction With Live Operator |
| Fast & Efficient Call Routing |
Customer May Press Wrong Option |
| |
All Actions Menu Driven |
| |
|
Description: A recorded announcement answers the
customer call. The customer is given the option to press 1 for
an emergency, and to leave a message in a voicemail box for
non-emergencies. If the customer presses 1, the call can be
transferred to a cell phone, or the call can be directed to
a mail box for the customer to record a message, and then the
mail box will send a page to a digital pager.
Recommendation: For companies with a long-standing,
dedicated customer base. If you receive calls from the same
customers multiple times over or they have a corporate account
with your company.
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