How can you decide if you need a call center or answering service?
When looking for the right phone service for your business, you want something that will boost sales and make your company stand out from the competition. But it can be tricky to narrow down all the options. How can you decide if you need a call center or answering service? Here are a few key differences between them to help clarify your decision.
Call Volume
The biggest difference between a call center and an answering service is the volume of calls they handle. A call center is designed to take in many customer calls, whereas an answering service is best for smaller offices.
Call Length
Because an answering service is designed to be smaller, the receptionist usually handles very brief calls. A call center, however, can have representatives on the line with one call for up to fifteen minutes. A call center will handle more complex tasks than an answering service.
Call Tasks
A call center has many other jobs besides just answering calls. The tasks completed through a call center include collecting data, sending client information, and working through customer complaints and questions. Answering services, as the name suggests, have the main task of simply answering a customer’s call. An answering service will then direct the customer to the right extension, take a message, or offer basic information on the company. Because a call center and answering service are fundamentally different, deciding which one will best fit your company’s needs can be surprisingly simple.
Scripting
Answering services often use standardized scripts to ensure consistency and professionalism in handling calls. Scripts may include greetings, call handling procedures, instructions for receiving messages, and general answers to frequently asked questions.
Call center services often use custom scripts tailored to the specific customer’s needs and the nature of the calls being processed. Scenarios can be developed based on industry, product, customer service, brand, and call handling policy.
Data Collection
Data collection in answering services usually involves collecting important information about the caller, such as name, contact number, message details, and any other relevant data the customer requires.
Data collection in call center services is more comprehensive and involves collecting detailed information about customer queries, concerns, preferences, and feedback.
If you’re ready to expand your business, contact TeleRep today. TeleRep is a local company owned and operated by a family that has more than 30 years in the call center services and answering service business.
Contact Telerep Today!
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