According to Mike Cynar finding a professional answering service may not be as easy is a quick search on the internet. Cynar says “if you’re looking for the lowest pricing option you’ll surely find plenty of companies that offer cheap rates” but he adds “you will get exactly what you paid for”. On the other hand he says that there are some services that are charging substantial per minute fees on top of countless hidden fees but are only capable of offering services you’d expect from a small mom and pop business. In other words, no appointment setting, no customer scripts and long hold times. In such cases it’s like paying for a gourmet meal and getting day old fast food.
Cynar says the real question is to determine what’s most important for your small business. Perhaps it’s pricing, basic services, or you might require advanced scripting, appointment setting or a company that is not closed for business just because of a snow storm, inclement weather or power outages. Cynar continues “if you want the best don’t expect to get by paying $.70 a call, it’s just not a reality”. At that rate you’ll be lucky if the service is a 24/7 telephone answering service and it’s most likely that the employees are not compensated very well, thus you may end up with very low caliber remote receptionist and high turnover rates which mean new trainees will be answering a fair amount of your customers calls.
Mike Cynar recommends that business managers prepare a list (in advance) of what your specific needs and then reach out to at least four answering service providers and ask for written quotes describing the services available, pricing, years in business, number of agents employed and at least 3 testimonies. If possible visit each location and take a tour of the facilities. You’ll find that over 80% of all services are very small businesses that have very long hold times and are frequently subject to being closed. Cynar adds that a service in an entirely different state is usually just as capable of providing the services of a local firm and that it may be wise not to limit your search to a local market as doing so will significantly reduce your options.
Ideally you want a service that has at least 50 employees as they are less likely to have extended hold times. Additionally you may require a company that has back up generators and at least one other location to take calls in the event of any unforeseen events that might cause the service to be temporarily interrupted. You should strongly consider visiting review websites which can help you find a quality answering service and advise you as to questions to ask what to look for. Follow these tips and you’ll get a better service at a better price.
For more information call Mike Cynar at 800-395-5428.