http://proans.com Wed, 18 Jan 2012 18:24:59 +0000 en hourly 1 http://wordpress.org/?v=3.2.1 http://proans.com/answering-services/the-importance-of-an-answering-service/ http://proans.com/answering-services/the-importance-of-an-answering-service/#comments Tue, 15 Nov 2011 19:09:04 +0000 admin http://proans.com/?p=705 Continue Reading]]>
For those companies that use or need an Answering Service, the benefits are clear.  The most important benefit for most companies is cost.  What would it cost for a company to man a phone line 24 hours a day 7 days a week?  The cost would be astronomical in comparison to the minor cost that they would incur by using our service.  Another benefit is availability.  Sure, a company can have a cell phone manned by an employee after hours, but then you have to factor in the fact that while cell phones are a great device for staying in touch, they are only as reliable as their coverage.  With an Answering Service, dedicated phone lines are not subject to coverage issues, dropped calls or unexplained outages.  Another benefit is live operators.  They have the ability to screen your calls, and only dispatch emergencies that meet the criteria set forth by your company.

For those who do not use or think they need an Answering Service, it is usually because they do not know what they are missing.  Some have answering machines or voicemails pick up after hours, or even have their calls going to a cell phone.  Their calls are being answered by a machine, but is the person calling listening to the voicemail message and getting the service they need?  More than likely…no.  They are getting a pre-recorded message that cannot adapt, think for itself, or truly meet the needs of those who are calling.  If you ask yourself, your peers and your friends, you will probably find that most people find anything other than a live person an unreliable method of communication.

If you call a company needing something,  and get a voicemail or answering machine, do you hang up and call the next company?  Or would you rather have your questions or issues addressed right away? Is there a company other than that one that is willing to do that for its customers?  How many dissatisfied customers are you leaving behind?

Our clients represent a wide variety of industries:  from hair care products for which we process orders, to government agencies that we dispatch emergency calls for.  The needs of our clients are varied. We at Professional Answering Service have positioned our company to be a viable answer to the needs of any client, large or small.  Click on the link above and check out our website, or call us at (800) 563-3717 today for more information.

]]> http://proans.com/answering-services/the-importance-of-an-answering-service/feed/ 0 http://proans.com/answering-services/have-you-spoken-with-an-answering-service/ http://proans.com/answering-services/have-you-spoken-with-an-answering-service/#comments Tue, 15 Nov 2011 19:07:45 +0000 admin http://proans.com/?p=702 Continue Reading]]>
There are many reasons for any number of businesses to utilize answering services.  Some are related to cost, others to logistics.  It could be a small company that has insufficient staffing to handle every call, and they use a service for those calls that they cannot answer.  It could also be that they do not want to staff their phones after hours for emergency calls that may or may not come in, and use a service to field and dispatch those calls.  How would this affect you, the caller?

Let’s say it is summer, and temperatures are soaring.  It is Saturday and your air conditioner is not working.  Well it sounds like time to call in a professional.  You research and find a place to call, and you speak to someone who advises you that a tech will call you back shortly.  You have probably spoken to answering service operator.

Let’s say it’s midnight, and your child has a fever.  You are unsure of whether to treat with Tylenol or if you should take your child to the emergency room.    You call the doctor’s office and speak to someone who then forwards your call to a doctor.  You have probably spoken to an answering service.

Whatever the reason for your interaction with an answering service, the goal  is to provide you with the assistance you need to get you in touch with the people who can help you.  And if you are a service provider, we can help get the people who need you in touch with you.

Please feel free to call us at 1(800) 563-3717 or you can visit us at www.proans.com.

]]> http://proans.com/answering-services/have-you-spoken-with-an-answering-service/feed/ 0 http://proans.com/answering-services/answering-service-types-part-1/ http://proans.com/answering-services/answering-service-types-part-1/#comments Tue, 15 Nov 2011 19:04:53 +0000 admin http://proans.com/?p=699 Continue Reading]]>
The first step is getting the call to the operator. This is accomplished by using the call forwarding services provided by your existing phone company. Your call is routed through the phone lines to a server at an Answering Service that presents the call to an operator. The operator answers with your business phrase and is ready for the next step.

The second step is gathering information from the caller. The guidelines for this information gathering (set up by you) are programmed into the system and on the display in front of the operator. This helps the operator gather the information needed from the caller, and also helps to control the call so the caller, the operator and you are all satisfied with the outcome of the call. The information is then used to complete the third step of the process.

The third step is dispatching the call. The instructions that our clients provide to us usually include handling for both routine and emergency calls. Routine calls are often processed by faxing or emailing the messages to the client. Emergency protocols can be basic or complex. Basic Emergency Dispatching can be just text messaging the message to your on-call personnel. More complex dispatching is often used, because clients want to have a system in place to be sure the call is answered by their personnel and also that it is done in a timely manner. An emergency dispatch protocol is more than just “Call Fred if you get an emergency call.” Below is a list of some items to consider when planning your dispatch protocol:

1. Do you want us to use Fred’s cell number or home number first?

2. If Fred does not answer the first time, do you want us to leave a message then give               him a pre-determined length of time to respond, or if he doesn’t answer do you                     want us to immediately call an alternate number?

3. If there is no response from Fred, how many times do you want us to try to reach                 him before trying a backup person?

4. If we cannot get a hold of Fred or his backup, do you have an escalation policy?

The protocols are designed to fit each client’s needs, with the result being a successful communication that begins with your caller and ends with you. We will work with you to determine a protocol that meets the needs of your business.

Understanding these steps will help you plan how an Answering Service will best integrate with your current procedures. Your Answering Service Account Representative will be able to communicate these options with you. They will also keep you apprised of how your decisions will affect the cost of your service. If you would like to discuss how an Answering Service can benefit your business, please feel free to call us at 1(800) 563-3717 or visit us at www.proans.com.]]> http://proans.com/answering-services/answering-service-types-part-1/feed/ 0