Is Your Current Answering Service a Good Fit for Your Company?

Is Your Current Answering Service a Good Fit for Your Company

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Business-to-business (B2B) relationships are similar to personal relationships in many ways. For example, sometimes they just do not work out. Sometimes you just have to say, “It’s not you, it’s me.” Maybe you’re thinking the time has come to cut ties with your current answering service. Apello would like the opportunity to earn your business.

Is your current answering service a good fit for your company? The answer may not be as easy as looking at a single metric. There is more to answering services than meets the eye. Still, there are signs that the relationship between your company and your answering service just isn’t working. We can encapsulate some of those signs in simple questions.

1. Are all of our calls actually being answered?

The easiest metric to look at is the number of calls being answered. In a perfect world, every single call would be answered in a timely manner. In fact, not being able to answer every call in-house is one of the main reasons companies hire a live answering service.

Whether you run a medical office, a home repair company, or a property maintenance service, be honest about how well your current service provider is doing. If too many of your calls go unanswered in the way you expect, maybe it is time to cut ties and start over.

2. Are we getting good value for money?

Live answering services can have rates that are all over the place. You can get multiple quotes and find drastic differences between providers. But at the end of the day, bottom line price isn’t everything. You also need to consider value. What are you getting for the amount of money you’re paying? Is what you get worth the price you pay?

Any doubts about service value are motivation to at least think about finding a new answering service. If you feel like the relationship between you and your answering service isn’t working out, it could be that you’re not getting enough value for your dollar.

3. Are we getting our messages in a timely manner?

Call answering services generate messages. That’s what we do. The next question to ask yourself is whether you are getting your messages in a timely manner. You get to define what timely means. Whatever that definition might be, having to wait too long for your messages isn’t in your best interests. It is probably not in the best interests of your customers, either.

Receiving messages in a timely manner is part and parcel of offering a high-quality answering service. You expect quality service. You deserve nothing less.

4. Is our service actually solving a problem?

Your decision to first sign on with your current service was precipitated by a need. You had a problem and the call answering service said they could solve it. So ask yourself this: was the problem ever solved? And if it was, has it come back?

No answering service can guarantee 100% success all the time. But they should be able to consistently address the problem for which they were hired. If you are still having problems because your current service provider is struggling to deliver, moving on might be your best option.

Sometimes our business relationships just don’t work out. It is nothing to be ashamed of or worried about. However, it’s also not a wise idea to let bad business relationships fester. Especially when it comes to answering the phones, making a clean break and moving on to a new service provider capable of delivering as promised makes things better for everyone.

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