Telephone answering services and call centers may seem the same. However, it really isn’t. There is a significant difference in the process of handling incoming calls. Therefore, it’s not right to use both terms interchangeably. A telephone answering service is where the outsourcing company receives and relays messages on behalf of its client. Whereas a call center can leverage complex scripts to answer customer queries, qualify leads generation, take orders, or manage various types of communications such as email and webchat. Although these two services are dissimilar, they are imperative to business success as both satisfy the company’s needs with their own unique function and purpose.
What Is a Telephone Answering Service?
A telephone answering service provider will attend to incoming calls on its client’s behalf, take the message, and then deliver it as per the instructions of the customer. This may seem similar to the function of a telephone answering machine. However, there are some important tasks that an answering service agent performs that the device can’t. They are as follows:
- Relays urgent calls to on-call agents.
- Screens calls to help on-call agents avoid non-urgent calls.
- Handles periodic excess traffic.
- Offers basic information such as office hours and directions.
This service is usually chosen by those companies that benefit from a high-touch relationship with their audience. The agents are trained to serve as representatives of the client. It is also ensured that they understand the lingo of the industry their client deals in.
Types of Answering Services
There are three main types of answering services:
1. Live Answering Service
This service requires agents to interact with customers directly over the call. Many industries continue to rely on this service such as brokerage and real estate.
2. Virtual Receptionist Service
The role of an agent working in a virtual office telephone answering service company will be the same as that of a receptionist working onsite in an office. Apart from making calls, the agent will provide authentic information to the callers. They will also be responsible for transferring the calls to the right person.
3. Automated Phone Answering Services
This answering service supports an automated system. The callers will be greeted by a voice prompt instead of an agent whenever they call. It will ask the callers to press different buttons depending on their specific concerns.
Pros and Cons of Outsourcing Answering Services
Outsourcing answering services have its own set of pros and cons. Let’s have a look at both:
Pros
- Allows your employees to focus on other pivotal facets of the company.
- Produces high-quality connections.
- Offers 24/7 service.
Cons
- Possibility of issues with communication.
- May lack expertise in a particular subject area.
What Is a Call Center?
A call center is a centralized department that takes care of both inbound and outbound calls from current and future prospects. They are found either within an organization or are typically outsourced to an agency that can handle an influx of calls easily. Companies that opt for contact center services get additional services like telemarketing.
A call center has a skillful team that is trained to deal with various issues like pre-sales, compliant management, technical support, appointment bookings, and account upgrades and closures. These companies also provide omnichannel contact center service that empowers talent to assist customers on multiple channels. But that’s not all! Call centers perform the following functions as well:
- Data collection
- Sells products and services
- Improves customer satisfaction
- Helps boost profitability
If a business favors outsourcing solutions more and wants an agency to handle its call center operation, it is vital to know whether the company has the right tools and equipment. It is also important to note if they have well-versed specialists in their team. After all, it is the agents whose expertise and untiring efforts will help bring customers closer to the brand, nurturing trust and loyalty.
Types of Call Center
There are three most common types of call centers.
1. Inbound Call Center
An inbound call center handles a great volume of calls simultaneously. This is often done with the help of an interactive voice response or IVR system that responds to the call. Speech recognition technology is also used to reply to a customer query with an automated text. Moreover, inbound contact centers rely on the automated call distributor (ACD) to route calls to the right agents. This kind of contact center is ideal for companies that provide business IT support as customers desire immediate solutions to their complex problems.
2. Outbound Call Center
In outbound call centers, an agent is tasked with making calls on the company’s behalf. This is done for a lot of purposes such as lead generation, customer retention, telemarketing, surveying, scheduling appointments, and collecting debts.
3. Blended Call Center
This type of call center supports both inbound and outbound calls.
Pros and Cons of Outsourcing Call Center
There are different pros and cons associated with outsourcing call center services. They are as follows:
Pros
- Delivers excellent CX and focuses on building strong customer relationships.
- Offers a pool of extremely talented resources.
- Cost-effective solution.
Cons
- Possibility of a language barrier.
- Limitations in taking decisions.
Telephone Answering Service vs Call Center:
Telephone answering service and call center have their own respective purposes. The former is used to relay customer messages to clients whereas the latter empowers agents to do much more than just interact with the callers. Therefore, it all comes down to you to choose the option that best satisfies your unique business needs. Also, before deciding on an outsourcer, it is pivotal to note whether the agency follows the best workforce management and compliance policy. If companies need someone to represent them, an answering service is an ideal option. However, if they want additional services such as technical support and compliant management, opting for a call center makes more sense.
People Also Ask
What is a telephone answering service?
A telephone answering service provider attends to the incoming calls, takes the message, and then delivers it to the client as per the instruction of the customer.
How to start a telephone answering service from home?
There are different steps involved in installing a home telephone answering service such as deciding on a budget and setting the rates.
How much does a telephone answering service cost?
It typically costs $1 to $2 per minute.
What is the difference between a call center and an answering service?
A telephone answering service provider only attends to the incoming calls whereas a call center agent provides additional services such as compliant management and technical support.