Never Miss a Potential Customer Call with an Answering Service

The way customers choose to do business with companies has changed. Consumers are more conscious of their time and expect a level of service that extends beyond traditional business hours, making it easy for busy consumers to get things done. Businesses have had to adjust to meet the demand of customer expectations. Many customers appreciate businesses they can contact before their workday starts and after their day ends. This includes hours as early as 7:00 am and later than 5:00 pm. This means traditional 9-5 business hours don’t suffice for today’s consumers.

The cost for businesses to offer extended hours can be expensive. Increased staffing needs, overtime pay, and operational costs can be burdensome for a small business. However, not being available for a potential new customer or servicing an existing customer after-hours can be more costly. Businesses miss 62% of customer calls. Missed calls equate to missed opportunities that can add up to large gaps in profit margin. In addition to the loss of potential sales calls, the opportunity to provide good customer service by being available can impact a business’s reputation and adversely affect a customer’s overall experience. Lack of availability to customers is not confined to office hours. It also includes unavailability during business hours due to call overflow or understaffing. An estimated 30% of consumers say not being able to reach a live agent is the most frustrating of customer service experiences.

What’s the Solution?

Employing the expertise of a professional answering service alleviates the burden. An answering service provides 24/7 live agents, and a variety of services that allow businesses to operate after hours, and support business overflow within normal hours.

A popular service offered by answering services is appointment scheduling. Appointment scheduling is a simple and effective way to keep your doors open for business around the clock. A scheduled appointment engages a customer’s eagerness to do business with you from the beginning. Hiring an answering service for appointment scheduling helps set up your day for success and saves you time in follow-up calls, chasing leads, or playing phone tag with customers.

After-hours call answering and message delivery services will provide peace of mind that all of your customers’ calls will be handled appropriately and professionally even when they call outside your regular hours. We know that business owners rarely take time for themselves so when they do, it’s critical to be confident that customers will be treated as you would treat them. Missing those calls could cost you a lot and we know that it’s much easier to work from a list of properly-taken messages than it is to listen to recording after recording of messages that went to voicemail.

Depending on your desired method of delivery, appointment setting and messages can be delivered to your business in real-time, hourly, daily, and in a variety of ways. The benefit is captured opportunities and extended customer service without drastically affecting staffing or overhead.

Responsive Answering Service provides a host of services for businesses in many industries utilizing only highly-trained live professionals available 24/7 for your business. Contact us to learn more about how Responsive Answering Service can help your business answer every call.

The Real Cost of Missed After-Hours Calls

With many businesses switching to remote work environments, several employees are working new and flexible work hours. As a result, companies are receiving more and more calls coming in outside of traditional office hours. This is excellent news for companies with 24/7 service. However, this change could prove devastating to a business that only answers phone calls 8 hours a day. How many calls isyour business missing out on the other 16 hours a day? And what have those missed calls cost your business? Here are five things you should know about business loss due to missed after-hours calls:

  1. Missed calls can add up quick
    Considering the average small to mid-size business already misses about 62% of their calls, no business can afford to miss additional calls due to new flexible work schedules. Large businesses miss out on about 22% of calls. However, that can cause significant damage, considering the average large business can receive hundreds of calls a day. An answering service is the best solution for ensuring your calls are not only answered, but callers speak with a friendly and knowledgeable representative of your business.
  2. The cost of missed calls
    Depending on the industry, missed calls can cost the average business hundreds, if not thousands, of dollars a day. If your business has a 60% call to lead ratio and a 33% lead to sale ratio, that would mean a lost sale out of every five missed calls. If your business misses 20 phone calls in 24 hours, you have just lost out on four sales. If each sale is about $250, you’re missing out on $1,000 a day. In addition to missed phone sales, you have also just ignored individuals who have taken a vested interest in your business. Recent surveys found 89% of consumers say they will stop doing business with a company after a bad customer service experience, and 30% state not reaching a live agent to be the worst part of a bad experience.
  3. Current increases in after-hours calls
    According to a recent survey conducted by FlexJobs, 96% of employees shared they desire remote work. It’s estimated that 36 million Americans will still be working remotely by 2025, an 87% increase since the pandemic’s beginning. With remote work comes a new and more flexible lifestyle, causing many individuals to call businesses outside of traditional work hours. As a result, businesses should continue to expect after-hours calls.
  4. Caller patience
    Did you know that about 1/3 of consumers will not wait on hold for customer service? Additionally, Forbes magazine recently found that 80% of callers will not leave a voicemail when prompted. When consumers call your business with a need and are met with being put on hold or sent to voicemail, it can communicate that your business is not essential to them, particularly if this is a common occurrence.
  5. Hiring additional staff
    When calls begin to increase, staff burnout causes many business owners to resort to hiring additional staff. While this may seem like a good idea, it can become an expensive investment. In addition to salary, expenses such as the cost of recruitment, training, uniforms, tax, and benefits can add up to thousands of dollars. One way to circumvent these expenses is to hire an answering service instead.

From 24/7 live answering to appointment scheduling and more, Responsive Answering Service is equipped to handle your call volume at any time, day or night. Our highly trained agents are equipped to provide your callers with the information and quality service they need, no matter when they need it. Start your onboarding and set up with us today. You can call us or request a quote online.

Leveraging Answering Services for Your Small Business

From meeting with clients to managing staff, many responsibilities come with owning a small business, and needing to be everywhere at once is a daily challenge. While the goal of every small business is to grow, scaling a business can be difficult. Growing too quickly without the proper resources or a big enough staff can cause you to lose sales, develop a bad reputation, or struggle with employee turnover. On the other hand, it is nearly impossible to predict how long it takes for a business to take off. Hiring too many employees too quickly can harm revenue and productivity. Answering services are key to scaling a business by offering support in crucial areas of customer service, organization, and the increasing demand of your specific growth rate.

Leveraging Answering Services for Your Small Business

Keep up with demand

Continuing to provide quality products and services can become challenging, and many small business owners find it challenging to keep up with demand when businesses grow quickly. Companies spend a good amount of time and money on marketing their brand. However, small and mid-sized companies miss 62% of calls on average. Missed calls mean missed revenue, as 85% of consumers will not call a business again if their last call went unanswered. An answering service is specifically designed to take on an influx of calls and offer first-class customer service because we understand you might be on a job site or meeting with a client and simply can’t take every call.


Scaling your business properly

Many businesses struggle with scaling growth properly. On the one hand, more demand means needing more assistance. However, hiring extra staff in anticipation of a larger workload can be risky and expensive, as your needs typically fluctuate during periods of growth. There are many costs associated with hiring an employee, including recruitment, training, and benefits. By working with an answering service, you can maximize your new revenue and only spend money on the help you need. Answering service agents become an extension of your brand as they are highly trained to provide your callers with information about your business in addition to providing excellent customer service.


Utilize multiple services

The past decade has brought a shift in how consumers like to communicate with businesses. According to a recent study conducted by Twilio, 90% of the 6,000 consumers surveyed shared that they wanted to use messaging to communicate with companies. Additionally, one in every three social media users prefers to use social media to interact with businesses over phone or email. Considering that 82% of the US population uses social media, companies need to consider offering chat and direct messaging services. In addition to answering calls, answering services provide a variety of services any business can benefit from, specifically:


Not sure if an answering service is right for your business? Whether you’re in the healthcare business or real estate and property management, call Responsive Answering Service today to find out how we can help you maximize your revenue, offer outstanding customer service to your current and potential clients, and provide you with time to focus on what matters most – regardless of your industry.

What Are Virtual Assistants & How They Can Benefit Your Business

The Internet has vastly impacted the way we conduct business. Many business owners and other professionals no longer need to work in a physical office space and employ full-time office staff. This shift has made it increasingly more common to have remote employees handle business virtually. Virtual conditions provide a new level of freedom for business owners and employees. Running the day-to-day operations can take a lot of time away from business owners and professionals who are busy practicing their occupation and developing and maintaining their business. The demands and challenges that come with running a business can often impact the owner’s or employee’s ability to provide quality customer service. The clear and simple solution to this is the use of a virtual assistant or virtual secretary.


What is a virtual assistant?

Virtual assistants, also known as virtual secretaries, provide various traditional office assistant services as independent workers. The services virtual assistants offer include scheduling appointments, responding to emails, updating schedules, assisting customers, and managing vendors. Improved technology such as smartphones, shared virtual calendars, and tablets/laptops enable business owners, employees, and customers to communicate effectively without ever meeting face-to-face. No matter how large or small, businesses of all sizes can significantly benefit from the services virtual assistants offer.

Virtual Assistant Infographic


Benefits of hiring a virtual assistant

  1. Reduce your workload

Running a business requires a lot of attention and dedication. However, there are several administrative tasks a virtual assistant can provide allowing you the time and energy you need to focus on more important matters.

  1. Improve your business

Less time spent on mundane tasks means more time available to perfect products and services.

  1. Offer 24/7 services

Virtual assistants can be available to communicate with customers whenever you need them. Whether you need help temporarily or long-term, part-time or 24/7, virtual assistants can help run your business per your exact specifications.

  1. Save money on employee costs 

By hiring a virtual assistant, you get the assistance you need at a fraction of the costs related to hiring a single employee. Virtual assistants work on a contract basis, meaning there is no need to provide the training, benefits, or long-term commitments involved with hiring w-2 employees. Additionally, the flexibility virtual assistants offer allows employers to pay for what they need and not a cent more. And because there is no need for office space, you also save on operational expenses.

  1. Improve customer relations

When you hire a virtual assistant with Responsive Answering Service, you are hiring a customer service expert. Our agents are highly trained and experienced with various tasks, including customer service. So, while you enjoy the benefits of extra time and assistance, your customers will receive exceptional customer service from an agent dedicated to answering their calls. When customers need to schedule an appointment or get in touch for updates or information, they want to speak to a knowledgeable person at precisely that moment. With a virtual assistant working as an extension of your team, no call will go unanswered.


Services a virtual assistant offers

Like a traditional assistant, virtual assistants can help you with various tasks such as phone answering, call screening and forwarding, appointment scheduling, email and fax services, and message management. Our professionals dedicate themselves to becoming well informed about your business and client base. They want to work with and help you to complete any and all administrative tasks your business requires. A virtual assistant can relay appropriate information to you through your preferred channel including text, email, phone, or fax. In addition to being on hand and familiar with your business’s information, scripts, and policies, a virtual assistant specializes in customer service as well.


Cost of a virtual assistant versus hiring an employee

You might think hiring a virtual assistant is not within your budget. However, when it comes to either hiring a virtual assistant or an employee, you will find that virtual assistants are more cost-effective – consider the amount of time and money spent on job listings, interviews, background checks, training, and benefits (i.e., insurance, etc.). Businesses that have transitioned to a virtual assistant have found the cost savings to be substantial. A virtual assistant will improve your business on a temporary or long-term basis and adapt to the ebb and flow of your businesses’ needs.  You can scale the services of a virtual assistant up or down to meet your changing needs, without worrying about stress and financial consequences of hiring and firing staff.


Virtual assistants can free up your day-to-day schedule, save you money, enhance customer service, and allow your business to thrive. If your business is considering moving to a virtual assistant model, contact Responsive Answering Service – we would love the opportunity to address your questions. Our state-of-the-art technology and outstanding customer service allow us to deliver virtual services at a small fraction of an employee’s cost.

Legal Answering Services – How to Never Miss a New Client Call

Answering every client and potential client call is more important than ever before in the highly competitive legal industry business landscape. The number of virtual meetings and vitally important calls have increased during this pandemic, and clients are highly reluctant to leave voicemail messages about their legal affairs. To make sure that all client calls are answered and handled with care 24/7, 365 days a year, legal industry businesses of all sizes turn to answering services that are very experienced in working with law firms.

Responsive Answering Service has been the trusted choice of legal industry professionals for years because we understand the unique needs of law firms. Our agents are selected to work with law firms based on their educational backgrounds and tested ability to engage professionally with law firm clients.

Responsive Telephone Answering Service makes sure that you receive all the benefits we offer for your law office.

  • Your Calls are Answered by Professionals Trained in Bar Association Rules and Other Regulations that Pertain to the Legal Industry – You have peace of mind knowing that your calls are being answered by professionals with a deep understanding of your firm and the bar association rules and other regulations that apply to it.
  • Your Calls are Answered Precisely as You Specify – Your answering service professionals act as seamless extensions of your staff, working from scripts and protocols that you help create and approve.
  • You Receive Important Information from Incoming Calls – Our operators engage with your law firm’s customers and potential customers to understand their needs. Our agents transfer and/or notify the right professionals within your organization as soon as the call is received.
  • Your Customer Service Exceeds Industry Standards – Our high standards for training of our operators ensures that our agents deliver a superb customer service experience to each of your callers resulting in client satisfaction and retention.
  • Important Call Metrics are Delivered Regularly – Our team will provide detailed call metrics reporting at time intervals you set (i.e., end of day, twice per day, etc.).
  • Save Money – A live answering service means your legal industry business saves money by not having to set up your own call center, hire and train employees, and more.
  • You Save Time – With Responsive live answering services, you and your staff have more time to focus on your legal industry business, rather than answering basic phone calls.
  • You Never Miss a Call – In today’s competitive legal business landscape, missing even one call can be a critical lost opportunity. With our live answering services, you will never miss a call and maximize the potential of each call.

Responsive Answering Service is the Trusted Choice of Legal Industry Professionals

Law firms and others in the legal industry have been relying on the professionals at Responsive Answering Service for over 40 years. We are dedicated to exceeding the industry’s most demanding requirements and are always fully compliant with bar rules and other regulations for the legal industry. Live operators are available all day and night to handle your firm’s calls the same way you would, so you do not have to rely on answering machines or automated systems. Our state-of-the-art equipment and dedicated agents allow us to make sure you never miss calls again. Contact us to find out more about how we can help you with legal answering services.

Missing After-Hours Calls? Benefits of Outsourced Dispatch Services

Benefits of Outsourced Dispatch Services

Every customer and potential customer who calls your business represents an opportunity for added revenue and growth. Missing even one of these important calls is not acceptable – and does not have to happen if you have full coverage dispatch service support from a professional answering service.

Dispatch Service Delivered Your Way

When you outsource all of your after-hours calls and call overflow, dispatch representative operators are trained to deliver dispatch service just the way you specify while also handling message-taking for your business. Your calls are answered by a live representative, which is the gold standard in customer service.

No Missed Calls and You Save Money?

You never miss a call and you don’t have the expense of hiring extra staff, training the staff, paying salaries and benefits, and providing equipment and office space.

Scalable and Flexible Dispatch Services

Depending on your needs, you can easily scale your outsourced dispatch representative services up or down for seasonality and other fluctuations, change the hours you require service, and modify the protocols used to professionally dispatch your employees wherever and whenever they are needed.

Dispatch Services Offered 24/7, Including Holidays

You can also have full call answering and staff dispatch services operating during holidays and ongoing 24/7 coverage without adding employees or rescheduling their work hours to handle these important customer calls.

Responsive Answering Service Provides Dispatch Services and Systems Designed with Your Customers in Mind

With more than 40 years of providing dispatch services to businesses in a wide range of industries, Responsive Answering Service understands what it takes to provide customers what they need when they contact your business during regular hours and after hours. We can merge your database of service providers into our systems, so we can provide your customers with the information they most often want to know from a dispatch service:

  • How long you or one of your employees will take to arrive from the moment of dispatch.
  • How far your employee is from their location.
  • If you have any representatives or stores near their location.

At Responsive Answering Service, we pair our state-of-the-art technology programmed with your dispatch service protocols with our highly professional dispatch services staff to deliver the efficient and exceptional service your customers deserve. Our dispatch management call centers are fully equipped and staffed to effectively process all of your overflow and after-hours calls so you and your employees can focus on your business.

Contact Responsive Answering Service today to find out how we can help you provide enhanced, professional dispatch services and save money in the process.

5 Advantages of Having a Live Answering Service

Advantages of Live Answering Service

Few things are as frustrating to customers as calling your business only to be greeted by an automated system telling them how important their call is to the company. Their rationale? If my call is so important to you, why is it being handled by a machine? In fact, some callers refuse to use automated systems, while others will simply hang up if they reach voicemail. Every customer and prospective customer call left unanswered is a missed sales opportunity – especially if the customer is frustrated in the process.

Having your calls answered by professional operators who work with a live answering service is the strategy many businesses use to ensure that these missed call scenarios never happen. Here are five more advantages to having professional operators who work with a live answering service represent your business:

  1. • Calls Answered Your Way – When you work with a live answering service, your operators are trained with scripts created with the call-answering and problem-solving protocols you specify. You don’t need to train your operators or manage these professionals who function just like a member of your staff.

  2. • Customized Customer Service – Customers have the comfort of knowing that their specific questions will be answered when they talk to a live operator, which leads to greater satisfaction with your business’s service. Automated systems can only answer questions they are programmed to solve, and many have trouble answering more than one. Voicemail only allows customers to leave messages.

  3. • 24/7 Customer Service Whether Your Business is Open or Closed – Anytime customers choose to call, they know they will reach a live person who represents your business and can provide the answers they need. In this way, your brand is associated with top-notch customer service and you never miss a call.

  4. • Efficient Call Processing – While you are achieving the gold standard in customer caller service with a live answering service, you are also increasing the efficiency of your call management process. Live operators will problem solve as they answer and route calls, take messages, schedule appointments, and answer questions.

  5. • More Time to Focus on Your Business – With live operators efficiently processing calls, you and your staff have more time to do the tasks that add value to your business and help your company grow.

Responsive Answering Service is Your Solution for Live Call Answering Services

Responsive Answering Service is here to help your business by providing the live answering services you need to keep your business on the path to success and growth. For years, we have helped businesses in countless industries manage their calls to keep their customers happy. Our live operators are available all day, every day to handle your calls the same way you would so you do not have to rely on answering machines or automated systems. Contact Responsive Answering Service to find out more about how we can help you best manage the calls that are most important to your business.

Contractor Answering Service

Contractor Answering Service

Busy contractors know the importance of never missing a call. At the same time, the demands of the job take you out of the office regularly, whether you’re visiting job sites or attending client meetings. Also, chances are good that your employees are often too busy to always answer your contracting business’s phone. When calls go unanswered or are sent to voicemail, you are missing out on communications that are vital to your success: calls from customers, vendors, government officials, and others. Each one that isn’t answered represents a lost business opportunity.

What if you never had to miss a call? And all of these business opportunities were addressed by professional operators as representatives of your business? You can have this benefit and more – not by hiring extra employees – but by working with Responsive Answering Service. Our live operators can be trained in all of your call answering protocols and make sure that your customers and potential customers never have to deal with the frustration of an unanswered call or having to leave voicemail messages.

Responsive Answering Service’s highly trained operators provide many important communications services for contractors, including:

  • • Professional Call Answering and Routing – When calls come into your contracting business, your Responsive Answering Service operators answer them as a representative of your company and make certain that they are routed to you and your staff as you specify. You receive messages just as you choose, via email, phone, text or pager.
  • • Efficient Dispatching – Responsive Answering Service operators trained in your protocols can quickly and efficiently send your staff where they are needed when they are needed.
  • • Appointment Scheduling – Our operators can sync with your online calendar to schedule your appointments. We continually notify you each time this is done and you never miss an opportunity to meet with those most important to your business.
  • • Comprehensive Inbound and Outbound Lead Calls – Industry research shows that the more quickly inbound leads are addressed, the more likely they will turn into new business. Our operators are trained to do precisely this, as their goal is to turn each contact with your contracting business into new business for you. Responsive Answering Service operators can also handle the servicing of your outbound lead calls with the same goals.
  • • Available 24/7/365 – Responsive Answering Service’s trained operators are available around the clock every day to handle your calls just the way you would like them to.
  • • Bilingual Call Answering, Routing, Dispatch, Appointment Scheduling, and Lead Capture Services – All of our services are available to you in both English and Spanish to make certain that you can grow your business within the Hispanic community.

Responsive Answering Service Provides Professional Services for Contractors

At Responsive Answering Service, our experienced operators will become an extension of your contracting and building business. We have live operators available all day, every day to handle your business calls the same way you would and when you partner with Responsive, you will set up the protocol our operators will follow for your business. We understand your calls are important; answering machines and automated systems are not what your customers are looking for when they call you.

Contact us to discuss how we can help you best manage the calls that are most important to your contractor business.

Increase Sales with an Answering Service

Increase Sales with an Answering Service

Looking for ways to increase sales? Businesses across many industries that are looking for ways to take their sales to significantly higher levels without hiring more employees often find that working with a live, professional answering service is their solution.

Consider these reasons working with an answering service can help your business get more sales:

  • You Can Take More Calls
    Every unanswered call represents potential lost business. Every time a customer or prospect waits on hold for service from your company, you run the risk that they will hang up and call your competition. Even if they remain on hold, the experience registers with them as being negative. Getting all of these calls answered – and answered professionally – is key to your making more sales and retaining the sales you have already made.
  • You Can Take Calls 24/7 and 365 Days a Year
    In the “always-on” world we live in, why lose any opportunity to connect with customers who want to access your products and services after business hours or on weekends and holidays? A live, professional answering service makes sure you mine all of these sales opportunities 24/7/365.
  • You Can Receive Pre-Qualified Leads and Close Sales
    Highly trained, professional operators can maximize their contact with your customers and prospects to determine if they are leads your employees need to follow up on. They can also close sales for customers who want to buy right away.
  • You Can Hasten Your Fulfillment Response Time Using Real-Time Notifications
    When calls require action from your employees, the answering service can let you know immediately by sending messages in whatever way you choose (i.e., email, phone calls, text, fax, etc.). This lessens the lag time between order and fulfillment and increases customer satisfaction.
  • Expands Your Customer Information Gathering Potential
    Professional, live answering services can help you learn more about your customers and prospects. Whether it’s adding a few questions to the scripts the services create for calls on your business’s behalf or conducting a survey for you, the result is more information you can use to satisfy customers’ wants and needs.
  • Your Calls are Handled With a Personal and Professional Touch
    For most people, reaching a computerized voice at the other end of the phone line is unpleasant. People like to talk to people and computers are really not good at selling. When you work with a live answering service, your operators represent your business just as you and your employees do. They are a friendly voice on the phone and present a highly professional image for your business. This type of interaction has a much better chance of converting calls to sales than computer-assisted phone answering.

These benefits and more are what you can expect from working with a live, professional answering service like Responsive Answering Center when you are trying to increase sales.

Contact us to find out more about how we can help you make more sales and grow your business – we want to be your partner on this journey!

How to Lead Organizational Change with Answering Services



Whenever companies enact changes within their organizations it can be difficult for staff to acclimate to a new way of doing things. However, some organizational changes are more popular with staff and easier to make than others. Employing a professional answering service is an organizational change most employees can feel good about as it supports them every day, furthers their long-term career success, and the success of the business that is important to them.

Here is how employing a professional answering service works as a positive organization change:

  • Frees up time so staff can so what they do best – Your company is in the business of providing products and services – not answering calls. A professional answering service removes the task of answering phones so that staff can work on providing the products and services your company sells. You get the confidence that calls are being taken and routed professionally which makes their efforts to create and sell what they do an easier task that they can focus on without intrusive call answering. They only take the calls that are relevant to them from operators who have been trained to understand who is best suited to receive the calls.
  • Provides valuable customer feedback – Employing an answering service not only means that calls are handled quickly and professionally, but it also provides staff with a wealth of information about caller habits, preferences, and attitudes regarding the company. Most call answering services provide companies with valuable statistics and analytics regarding callers that can help sales and customer service efforts. This helps your staff do a better job for customers and feel supported in that effort knowing they are addressing precisely what customers need.
  • Increases staff productivity – When staff has the time and information that a professional answering service provides for them, they are more likely to provide more of what customers want. This works to increase sales and customer satisfaction.

Responsive Answering Service Provides Professional Call Answering Services

For more than 40 years, we have worked hard to provide superior call answering and customer service for businesses across many industries. Our live operators are available all day, every day to address your business calls the same way you would so you do not have to rely on answering machines or automated systems – this also sends your customers a clear message that you want the very best service for them at all times. Our highly trained staff uses the latest technology and tools to ensure your callers receive professional assistance.


Contact us to find out more about how we can help you best manage your calls.


Your Answering Service Wishlist


Almost everyone has had the unfortunate experience of speaking with a customer service representative that is unhelpful. However, this hasn’t stopped most consumers from using the telephone to communicate with companies, as it still many customers’ preferred forms of contact. With this in mind, you don’t want your company to be the one your customers hesitate to call. Instead, make sure your customer service is helping you to retain customers and increase sales.

Consider this answering service customer wishlist of what to do to make sure that every contact your customers have with your company’s answering service is a positive one:

Have an Intuitive Interactive Voice Response (IVR) System – When you have an IVR system with simple and clear choices that easily guide customers to the right department, your company provides a great first impression.

Keep Robotic Interactions to a Minimum – Customers prefer speaking to live operators, so make sure to keep automated customer service functions few and far between.

Redirect Callers to Your Website as a Last Resort – For a customer to call your company and then be directed to your website for service instead is very frustrating for the customer. It would be wise to make sure that customer service issues can be handled both ways.

Lessen Hold Time – Impress your customers by keeping their wait time to a minimum. They will appreciate your respect for their time

Keep Call Transfers to a Minimum – Train your agents to handle multiple customer service issues to avoid having to transfer calls to other departments. Allowing one representative to listen to all of a customer’s concerns prevents the caller from having to repeat their issue.

Employ Only Courteous Customer Service Agents – Focus on hiring agents that are patient and empathetic with callers. Your customers will appreciate your courteous agents and be inclined to use your company’s products and services more often. You also are more likely to get positive reviews on social media when you have courteous staff, rather than be called out for having rude employees.

Provide Agents with All of the Information They Need – Customers call your company for all kinds of information. When your staff doesn’t have it, they are understandably frustrated. Make sure that you have prepared your staff with everything they need to answer any customer questions.

Make Sure Agents Keep Their Promises – When your agents promise to call a customer back with the answers they are looking for, make sure they do so. Customers will understand how important they are to your company and trust your staff to solve their problems.

Responsive Answering Service Provides Professional Answering Service Customer Service
For more than 40 years, Responsive Answering Service has provided exemplary customer service for companies in many industries, including medical, legal, transportation, real estate, and property management, construction, government, travel, and charities. We have live operators available all day, every day to handle your business calls the same way you would so you do not have to rely on answering machines or automated systems.

Our state-of-the-art equipment and highly trained staff allow us to make sure your customers are treated the way you want them to be. Contact us to find out more about how we can help you best manage the calls that are most important to you.

Answering Services for Small, Medium, and Large Businesses

Answering Services for Small, Medium, and Large Businesses

Whether you have a small, medium or large business, chances are good that your company can benefit from working with a professional answering service. All businesses want to make certain that they never miss a call or message; however, call support needs often vary according to the size of a business beyond those priorities.

Many smaller and midsized businesses (SMBs) see working with a professional answering service as a growth strategy because staff have time to focus on activities that add value rather than answering every call. They also benefit from the cost savings as an answering service often takes the place of what several employees would do and can provide call coverage 24/7.

SMB Answering Services

The call answering services that are particularly helpful for SMBs include the following.

  • • Virtual Receptionist – An operator specially trained in how you would like your calls answered and routed takes your calls and messages on whatever terms you choose, options include:
    • • All calls during business hours
    • • Back-up calls for when call volumes rise
    • • After hours calls
    • • 24/7, 365 days a year
    • • Messages delivered via voice message, email or text
  • • Appointment Scheduling – To make certain that your business is capturing all of the appointments possible – along with scheduled appointment revisions – an answering service can provide you with a professional system for appointment scheduling.
    • • Web-based – For ease of scheduling with online access
    • • Operator-based – For those who call for appointments

Medium-sized Business Answering Services

Medium-sized businesses have a higher call volume than small businesses, but also require staff to focus on the company’s core business to continue growth. They can particularly benefit from call answering services such as:

Large Business Answering Services

Large businesses can benefit from all of the services that work for small- and medium-sized businesses, plus:

  • • Sales Support – Answering service staff can be trained and scripted to augment sales efforts in tandem with your staff.
  • • Customer Service – Support the customer service effort or have fully-trained and professional answering service operators handle all of the company’s customer service inquiries.
  • • Dispatching Services – Answering service staff can take customer calls and dispatch the appropriate staff either after hours or during business hours.
  • • Security Monitoring – Answering service staff can alert company officials to any safety or security breach.

Responsive Answering Service is Trusted by Businesses of All Sizes

Responsive Answering Service has assisted businesses of all sizes across multiple industries with managing their call flow and answering service needs. Our live operators are available all day, every day to handle your business calls the same way you would. Automated systems do not provide the quality of service your customers deserve. Our state-of-the-art equipment and experienced staff will ensure you never again miss your customers’ calls.

Contact Responsive Answering Service to find out more about how we can help your business best manage the calls that are most important.

When Did the Answering Service Model Become Popular?

When Did the Answering Service Model Become Popular

Answering service technology dates back to the history of the telephone. When small business started to emerge and the presence of more phones were not only in the home but in the office, the answering service business model was adopted. However, the answer service we know today is not the same as the service when it first started. Let’s take a look at how far we have come from the innovation of the telephone to the expansion of the answering service business model.

Alexander Graham Bell received the first patent for the telephone on March 7, 1876. Throughout the 1800s, switchboards were adopted, allowing operators to manually transfer incoming calls to an outgoing number. Operators in small towns often had the switchboards installed in their homes, where they answered calls 24 hours a day, 7 days a week – as well as holidays. Although technology has dramatically changed this function, these were, in effect, the first answering services.

When the Bell System’s new tone dialing technology was introduced in 1941, telephones had the capability of dialing area codes. We are now able to dial phone numbers by their geographical location because of this technology. The switchboard ensured the call was routed to the proper location and receiving party. This innovation and adoption of the switchboard started a brand new phase in answering service history.

However, it wasn’t until 1973, when Rockwell introduced the first automatic call system, that the answering service as we know it today began to emerge. This was followed by a period in the mid-1980s when there were many innovations in the industry, such as Predictive Dialing. Predictive Dialing dials a list of telephone numbers and connects answered calls to the agent on the other end. Eventually, this technology then evolved into the Interactive Voice Response (IVR),  a technology that allows a computer to interact with humans through the use of voice and DTMF (Dual Tone Multiple Frequencies) via a keypad. These technologies increased the scalability, speed and efficiency of modern answering service operations. As these new technologies were emerging, other technologies such as pagers and eventually cell phones were increasing the number of messages and calls routed through to switchboards. Businesses needed to find a way to easily manage the increase in message and call volume.

The first contact center was founded in 1985 as a way to help solve for this increase in call volume. From 1987, the answering service industry experienced an acceleration in the number of centers with Private Branch Exchange (PBX) vendors actively competing for business.

In 1997, Genesys introduced the ACD suite and Nortel Symposium, which boosted the industry further. The ability to manage calls via software and faster computers increased the routing speed from the caller to the live agent on the receiving end. These contributions paved the way for the modern answering service. The technology was now in place to manage call volume from landlines, cell phones and pagers. Calls started to come through at different peak times and often-times after business hours. Software and server loads would work to observe these patterns effectively for businesses to know what times they would be in most need of an answering service, ultimately increasing the demand and need for these answering services.

This innovation built upon the latest technology to eventually create the modern day answering service model. Even today, the answering service industry continues to expand and evolve as new social media platforms like Facebook and Twitter are introduced. Answering services extend to answering social media messages and the other user touchpoints to make sure an always-on audience always has a response back from an answering service provider.

Today, the right answering service company must understand the history of the industry and keep pulse of new, emerging communication technology to ensure their agents are fully skilled to handle a variety of communication methods for their clients.


Responsive Call Center is the Right Answering Service

For over 40 years, Responsive Call Center has created and managed call flow for businesses in industries such as medical, legal, commercial services, real estate, construction, and countless others. Our live operators are available all day, every day to handle your business calls professionally per your instructions so you do not have to rely on answering machines or automated systems while providing customers the service they expect.

Contact us to find out more on how we can help you best manage the calls that are most important to the future of your business.

How Do You Set Up a Business Telephone System?

How Do You Set Up a Business Telephone System?

Understanding how to set up a business telephone system that can seamlessly route to an answering service is critical to the success of your company. Once you have completed the task properly, you are set to experience the growth in customers and customer satisfaction that a professional answering service provides.

Selecting a Business Telephone System

First, decide on the type of telephone system you prefer. Many small business owners choose either multi-line, Voice over Internet Protocol (VoIP), or Cloud-based systems, depending on the technology they want to use.

Whichever you choose, your advanced calling network should be able to handle the unique needs of your business, such as customer service calls and call routing to specific people. You will probably require multiple lines, which allow your employees to speak with numerous customers at a time, and conference lines, which allow for more than two people to be on the same line.

Your professional answering service eliminates the need for voicemail messages; however, you may still want to consider using an auto attendant that answers your calls and routes callers to the appropriate company contact.

Call Forwarding

Once you decide on the telephone system and the features it includes, it’s time to route your business telephone system to your answering service that should field all of your calls. Depending on the type of telephone service provider and system you will be using, the configuration of the routing will differ. Professional answering services, like Responsive Answering Service, will be able to work with any existing service.

To route your telephone system to your answering service, you will require call forwarding, which is sometimes called call diversion. This feature will redirect all of the calls coming into your business to a different location – in this case, it will be your answering service.

Answering services then assign your company a telephone number that you can call forward to which syncs with their system and provides their agents with your company’s profile screen when they answer your call.

You can choose Basic Call Forwarding, in which you use designated activation and deactivation codes to turn your call forwarding system on and off. This works well for businesses that only require after-hours answering services.

Or, you can choose Call Forwarding, No Answer. This feature will automatically forward any call that isn’t answered after a specified number of rings to the answering service. This works well for businesses that experience a high volume of calls that staff may not all be able to answer at once.

A third option is Busy Call Forwarding, in which customers never hear a busy signal and are instead routed directly to the answering service on the first ring. This is ideal for businesses of all sizes that want to make certain their customers are always accessing them when they need to.

Things to Keep in Mind

As you are setting up your telephone system that routes to your answering services, remember to:

– Verify all codes being used because they differ from provider to provider.
– Make sure that the answering service has a customized greeting to use that is unique to your company.
– Prepare the answering service to interact with your customers so their agents have knowledge of your products and services.

Have more questions about how to set up a business telephone system? Responsive Answering Service’s team of professionals can help. We have been helping businesses like yours grow for more than 40 years by providing top quality customer experiences.

Contact us to find out more about how our answering service solutions can work for your business.


Why Your Business Should Have Live Answering

Why Your Business Should Have Live Answering Service

Using a live answering service is akin to hiring the ideal receptionist. Have you ever wondered who will answer your clients’ calls if you have to step out for a meeting or are unable to come to the phone? Have you had the unfortunate experience of working with a less than ideal receptionist? If so, you should consider a live answering service.

Live operators from a top-quality telephone answering company will work to help grow your business. Consider the benefits that Responsive Answering Service’s experienced live operators provide:

  • We represent your business 24 hours a day, 7 days a week, 365 days a year. No interruptions.
  • We represent your business in a manner consistent with your branding.
  • We understand your customers’ unique needs and address them based on your directives.
  • We treat your customers with respect and care when your staff is not available.
  • We show your customers and prospects how important their calls are to your business.
  • We help your staff focus on just the calls relevant to them by handling everything else.
  • We help you retain clients and secure more business from them.
  • We know what to say to help you turn prospects into new customers.

Responsive Answering Service has been helping companies in a variety of industries grow their business for more than 40 years. Our team of professional live operators will work with your team to forge a seamless partnership so that when someone calls your business, they will think they are speaking to someone in your office.

Don’t delay! Contact Responsive Answering Service today to find out how we can help your business strengthen relationships with your current clients and grow your business for the future.

Guide to Effective Call Flow Infrastructure



When you work with a highly professional call center, your calls become the focus of a very defined infrastructure that supports your customers 24 hours a day, 7 days a week, 365 days a year. At the center of that infrastructure is a map of how your calls are taken and routed. This is called your “call flow”. The goal of an effective and efficient call flow process is to make certain that none of your customers’ calls slip through any cracks in the call process.


Take a look at the following infographic that explains how we at Responsive Answering Service work with you to create the best call flow for your business, including how calls are routed and the different steps in place before and after speaking with an agent to ensure proper management and expectations are in place for an outsourced solution.


For more than 40 years, Responsive Answering Service has created and managed call flow for numerous industries, including medical, legal, transportation, commercial services (HVAC, landscaping, locksmith, plumbing, real estate, and property management) construction, energy & utilities, government agencies, leisure & travel, and charities. We have available all day, every day, to handle your calls the same way you or your team would so you do not have to rely on answering machines or automated systems. Our state-of-the-art equipment at Responsive Answering Service and highly trained staff allow us to make sure you never miss your customers’ calls. Contact us to discuss how Responsive Answering Service can help your business best manage the calls that are most important to you.

Friendly Game of Telephone for Customer Satisfaction

When a valued customer contacts your business, you expect the message they left with your call answering staff to be relayed to you correctly. Sometimes, the message doesn’t come across clearly, which can be a hit to your customer satisfaction. Instead of dealing with these misunderstandings and possibly disappointing your client, think about the positive impact a call center can have on your business.

The chances of this happening when you use a professional call center for your business’s call answering services are very slim. Here are some of the steps well-trained call answering staff use to make sure that they get the customers’ messages right and consequently, positively impact customer satisfaction levels.

Tips for Increased Customer Satisfaction

  • Acknowledge the Customer
    Professionally trained call answering staff know that customers need to feel that the staff they are working with understand who they are and appreciate their contact with the company. They also need to feel confident that the person taking their message is engaged in their conversation.
  • Listen Carefully
    When customers find out that they need to leave a message, it may be difficult for them to detail the reason why they are calling. Call answering professionals are well versed in active listening techniques to make certain they are in the best position to understand the proper message that needs to be communicated by asking the right questions or providing useful prompts.
  • Summarize the Message
    After the customers have completed the messages they would like to communicate, trained professional call answering staff repeats the messages they are going to transmit back to the customers to make certain that they have understood them properly and noted all of the relevant details. They also communicate whom they are going to provide the message to as part of this process.
  • Provide the Message to the Proper Recipient
    At the end of all message calls, trained call answering staff should know precisely whom at the company needs to receive the messages – even if customers are not able to tell them. Their training should cover the various scenarios they are likely to encounter from customers who typically leave messages so they can readily route the messages to the proper recipients. This helps meet the customer’s satisfaction without having to ask multiple questions and increase their wait time.
  • Provide the Message as Soon as Possible
    Professional call answering staff know it is crucial to provide messages to their proper recipients as soon as possible after the customers call in order to avoid delays in responding to the caller for optimal customer satisfaction.

Responsive Answering Service Can Help

Responsive Answering Service staffs expertly trained, professional, live representatives to serve as an extension to your established internal team. Your operators will work 24 hours a day, 7 days a week to make sure that you never miss an important call, and that you receive your customers’ messages in a timely manner.

With more than 40 years of providing telephone answering services, we offer bilingual answering capability, virtual receptionist services, call screening and forwarding, and appointment scheduling.

Contact Responsive Answering Service now to find out how we can help your business grow and make certain that you never miss a call.

How to Deliver Communication in Real-Time

How to Deliver Communication in Real-Time

It is inevitable that, at some point in time, your company will be confronted with a disaster that compromises your business continuity. This would require you to communicate the problem – and actions being taken to recover from it – to employees, customers, vendors, and others affiliated with the business in a situation where your access to the Internet, telephone, and other communications systems is likely compromised or nonexistent. To weather this storm, you will need to have a strategy in place for real-time communications that assists in crisis mitigation for your company.

Real-Time Communications

Real-time communications (RTC) refers to any type of live telecommunications that occur without transmission delays or interruptions. RTC is almost instantaneous and has minimal latency.

An effective strategy to execute vital real-time communications for your business in the event of a disaster involves selecting a quality, live answering service. The right answering service operates 24/7 for emergency dispatch and helps you manage all communication and public relations efforts in a streamlined system that is in sync with any legal requirements, protocols, and state and industry regulations. In this way, the answering service is a necessary component of your business continuity plan that is activated should a disaster occur.

At the point of activation, the answering service’s professional operators will begin to handle all incoming and outgoing calls in your business’s name and in keeping with the protocol you have established with the service. They can route calls to employees in various locations and take messages for them.

Emergency call handling procedures and protocols can be modified as often as your business requires, and we provide real-time reports of all calls so you can listen to how they are being handled and by whom.

You should also expect to be able to choose from several options for message delivery to select the ones that best fit your requirements. For example, Responsive Answering’s 24/7 emergency dispatch services message delivery options include:

  • • Telephone
  • • Voicemail
  • • Pager
  • • Fax
  • • Direct-Connect Patching
  • • Text Messaging
  • • Secure Text Messaging
  • • Web Portal
  • • CRM System
  • • Online Call Recordings
  • • Standard Email
  • • Encrypted Email

Responsive Answering is a 24-hour live answering service company that will ensure your business continuity through a wide array of cost-effective telephone answering services solutions. We monitor and train all representatives constantly to make sure all protocols are followed. Our staff provides the highest quality standard in live call answering to ensure we meet and satisfy your most challenging requirements.

Contact us today to learn how we can help you create a customized crisis real-time communications strategy that exceeds your business’ unique requirements.

Optimization Tips to Improve Call Quality

Few initiatives in your business will matter more to customer satisfaction than how well you structure their call experience. Your customer service goals should include being able to raise call quality satisfaction rates on a month-to-month basis. While that may seem difficult to do, there are several steps you can take to make the process easier. Consider the following:

  1. 1. Create a call monitoring team – To assure true quality call monitoring, you should select a team that includes supervisors who are assisting your call agents in real time and monitors who are evaluating the agents’ performance and identifying areas where improvement is needed.
  1. 2. Provide proper training – When agents are properly trained to deal with all types of customer requests and service issues, you have the best chance of creating a positive customer experience. Make sure your agents have scripts so that your customers’ experience with the company is consistent; have supervisors role play with agents to improve interactions with customers. It’s also essential that they have complete information about all of the company’s products and services so they can communicate them properly to customers.
  1. 3. Monitor all types of calls – The only way to be sure that you understand the breadth and depth of your customers’ call experiences is by analyzing all of them. To do this effectively, be sure to take enough samples from each type of call and some from each of the call agents involved.
  1. 4. Include agents in benchmarking quality – Agents can help significantly in the process of setting benchmarks and creating meaningful evaluations for quality customer service calls. Get their feedback and allow them to access their own as well as their colleagues’ calls.
  1. 5. Share best practices consistently – Make sure that all of your agents understand and are aware of the practices that work most effectively in providing quality service to customers and provide new input on a regular basis.
  1. 6. Judge the effectiveness of each call using qualitative and quantitative data – This should include data collected from the agents’ self-analysis scorecards.
  1. 7. Use data to identify coaching opportunities – Doing this ensures that you are identifying and addressing the specific skills that your agents require help with and the right coaches to help them through the improvement process.
  1. 8. Reward everyone on the team – Everyone involved in your company’s quality assurance process should be rewarded for participation, and it’s a good idea to frequently highlight success stories as inspiring examples.

At Responsive Answering Service, our 40 years of providing top call answering talent and technology to a variety of industries has allowed us the opportunity to understand and leverage the practices and initiatives that work best in quality customer call service and monitoring.

Our unmatched telephone answering services are supported by the latest industry technology platforms and hardware which allow us to simultaneously manage thousands of calls in real-time. Additionally, we have equipped all of our centers with state-of-the-art software that is fully redundant. This means no dropped calls or long holds for your customers. It also gives us the opportunity to offer diverse services to our customers to meet their protocols and delivery needs.

Contact us today to talk about how we can help your business grow.

It’s Time to Comply with the EU’s General Data Protection Regulation

Time to Comply with the EU’s General Data Protection Regulation

Even though all companies doing business with residents of the European Union (EU) will need to comply with its General Data Protection Regulation (GDPR) by May 25, 2018, most will miss that deadline, according to a recent survey of corporate tech decision makers conducted by Crowd Research Partners.

The study also found that only 7% of companies report being in compliance with the regulation that requires substantial protection for the personal data of EU residents. The regulations also specify that EU residents need to be notified if that data is breached. Moreover, 28% have not even begun the work to be GDPR compliant by the deadline, the research found.

The high cost of GDPR compliance is likely one reason for corporate inaction. According to respondents to PwC’s survey of thousands of businesses that operate in the EU, over three in four (77%) companies plan to allocate $1 million or more on GDPR readiness and compliance efforts – with 68% saying they will invest between $1 million and $10 million and 9% expecting to spend over $10 million to address GDPR obligations.

However, ignoring GDPR Compliance can bring stiff fines from EU officials: Penalties can run as high as 4% of an enterprise’s worldwide financial revenue. Those working to be compliant are investing resources in initiatives that include Privacy Shield and binding corporate rules and modelling contracts for EU cross-border compliance. contracts for EU cross-border compliance. They are also centralizing data centers in Europe and de-identifying European data to reduce their GDPR risk exposure.

Businesses affected by the GDPR specifically include all companies that do business in the EU; companies that process the data of EU residents with more than 250 employees; and companies with less than 250 employees whose data processing rights impact the rights and freedoms of data subjects on a more than occasional basis and include certain types of sensitive personal data, in other words, any company that does business with EU resident in any shape or form.

The type of identity information the GDPR requires businesses to protect includes name, address and ID numbers; web data such as location, IP address, cookie data and RFID tags; health and genetic data; biometric data; racial or ethnic data; political opinions; and sexual orientation.

GDPR Compliance also specifies the roles that are responsible for ensuring compliance as the data controller, data processor, and the data protection officer. The data controller defines how personal data is processed and the purposes for which it is processed. The controller is also responsible for making sure that outside contractors comply.

In addition, companies need to make certain that their data management vendors are compliant. The EU considers vendors an extension of the companies they work with for the purpose of gathering, storing and protecting their data and managing data breaches. This means that all company contracts with vendors of this type must be updated to reflect that systems and practices have been put in place to comply with the GDPR. As with individual businesses’ contracts, these vendor contracts need to define consistent processes for how data is managed and protected, and how breaches are reported.

“Organizations should not see [GDPR compliance] as just a regulatory compliance program,” said Peter Gooch, cyber risk services partner at Deloitte. “Having the right privacy requirements embedded into an overall customer engagement strategy can also be a competitive advantage. All businesses rely on consumer loyalty. A breach can put the company’s existence at risk.”

How to Successfully Manage Live In-Bound Calls

How to Successfully Manage Live in-Bound Calls

Your customer service call center is vital to the success of your business. It’s often the first impression that many customers receive of how your company operates, so it is essential that your team of call center professionals properly manage all calls and call flow.

In order to manage calls, you will need to have information about their nature. This can be achieved by keeping careful records of current incoming calls, who is on those calls, the types of calls waiting in the queue, dropped calls, and missed calls. When you take a close look at this type of information, you will be able to determine if your employees are properly handling calls and see which employees are most proficient, and which ones need more training.

This information also allows you to use research tools to diagnose and resolve call issues, as well as project future business growth. It can also show you missed opportunities for business growth and customer retention.

For example, you may not be equipped to accommodate your customers’ needs on a 24/7 basis if your call center is only operating during one time zone’s traditional business hours. However, you would likely have more business and more satisfied customers if you were able to do so. You also may not have the ability to capture the business lost in missed calls, which are essentially lost opportunities to connect with customers and potential customers.

Some customers and prospects will appreciate a customer service offering in Spanish. There are more than 52 million Spanish speakers living in the United States. With that number expected to increase to 140 million by 2050, according to US Census Bureau data, this may be a competitive edge for your business.

All of these opportunities for growth will likely be missed if your call system and call flow cannot address them. This is one reason why many business owners opt for a highly-skilled live answering service rather than attempting to manage their own call centers while running their business.

Responsive Answering Service provides professional, live representatives who are highly-trained to operate as extensions to your established business team. Through their service you will have access to all of the essential call metrics necessary to create a strategy for your business, so you can keep growing the company. Your operators will work 24 hours a day, 7 days a week to make sure that you never miss an important call.

With more than 35 years of providing telephone answering and dispatch services, we offer bilingual answering capability, virtual receptionist services, call screening and forwarding, online faxing, and emergency dispatch. Contact Responsive Answering Service now to find out how we can help your business grow and make certain that you never miss a call.

Business Operations 101 with Answering Service Solutions

Business Operations 101 with Answering Service Solutions

Businesses are driven by the customers who purchase their products and/or services. A strong, reliable customer service team is vital to ensure every customer feels valued. However, when the number of calls outnumber the number of staff available to answer them, these calls are inevitably missed and so is the potential business they could bring. Through an answering service, you can be sure that every call is not only answered, but recorded, segmented and ranked by level of importance.

With an answering service on your side, you have an extended team working toward your business goals. Allowing call representatives to help manage some business operations lighten your load and allows for greater attention and care to the overall growth of your business. Providing a myriad of services, 24/7 live operators at an answering service, are trained to not only answer calls but to ensure the customer’s need is met.

  1. 1. Call recording

    Launching a new campaign means preparing your business for an increase in the amount of calls inquiring about products or services. Whether it is a promotion, a new launch or a new store opening, you want your business to be available to answer questions 24 hours a day, 7 days a week. An answering service records every call made so that you do not miss any details.

  2. 2. Segment calls

    Answering every call is important, but answering services can provide many other benefits beyond picking up the phone. Understanding your business and the kinds of calls received is essential when evaluating the results of a campaign. In addition, it is important to know which calls are questions, new business or concerns. An answering service will not only record every call received but can also segment them into categories for you.

  3. 3. Rank calls

    Once all calls are answered, recorded and segmented, they can be ranked by importance. The answering service will inform you and your team of which calls should be returned first, and which ones can likely wait.

Running a business requires adequate staffing that some companies cannot obtain. Therefore, allowing an answering service to record your calls, segment them and then rank them is an ideal way to ensure you don’t forget to respond to a customer’s inquiry. Growing your business means providing strong customer service to satisfy each customer. Responsive Answering Service is available to partner with your business to help you make the most of every call. Contact us today to discuss the ways we can help your business grow.

5 Things Every Legal Office Needs in an Answering Service

5 Things Every Legal Office Needs in an Answering Service

Legal offices are fast paced businesses with a constant inflow of inbound calls. There are several ways in which a legal office can benefit from the services provided by an experienced answering service. Legal offices are faced with a daily influx of calls such as clients requesting additional information or updates on legal matters, court dates that need to be scheduled and rescheduled, and other law firms calling to schedule meetings or request copies of documents. These are only a few tasks that take place in the day to day operations of a legal firm.

There are several elements that highlight the importance of an answering service for a legal office: specialization, flexibility, understanding, bilingual capability, and promptness.

Let’s take a look at the 5 things every legal office needs in an Answering Service

  • • Specialization

    An answering service does not just offer professional and polite interactions with your client or potential client. It offers competent agents who can help and potentially increase the number of clients. Their main goal is to create a strong and trustworthy bond between your legal office and the client.

    Having a trained agent answering the call will ensure that clients promptly receive the information they need. Therefore, it is important to have specialized agents who will handle your calls.

  • • Flexibility

    If your legal office is receiving more calls than it can handle, an Answering Service helps you cope with larger call volumes. Regardless of your schedule or procedures, this service can adapt to everything. You simply have to create the call flow to your specifications and the agents will follow it on every call.

  • • Understanding

    The chance of gaining a new client starts with the very first call to your office. It is important for you to extend and promote your business. To ensure that your clients are satisfied and pleased with your services, their call should be handled by a specialist. Trained agents know how to express just enough empathy on each to demonstrate to the caller they fully understand their concerns and needs.

    A professional answering service is designed to help you maximize your profit, and reduce overhead costs.

  • • Bilingual Capability

    Some legal offices have clients who speak other languages as well, not just English. To increase the number of clients, it is important to listen to every caller. Professional agents should always be ready to handle every call in every language needed. You can use a selection system for clients to select their preferred language and then be transferred to those specific language speakers. By making the process easier for the caller, you can ensure higher customer satisfaction.

  • • Promptness

    We believe that a missed call is a missed opportunity for a new client. When the calls start to stack up in the queue, an answering service will be ready to handle all of them in a timely manner, so that no call is lost while on queue.

    It can be very frustrating to place a call and wait on hold for extended periods of time due to high call volumes. This is why a team of specialists can ensure that they answer the call fast, identifying the reason for the call, and providing the solution within a short time. This guarantees that the next call will be attended in a timely manner as well.

A professional legal office needs to consider all of these elements when selecting an answering service to partner with. If your law firm is not currently partnered with an answering service, it may be time to consider one in order to optimize the experience for every one of your clients.

Responsive Answering Service has years of experience in the legal field, as we have partnered successfully with both large and small legal offices. Great customer service is the key to success for any business and we are ready to help your firm succeed. Call us today for a quote!

How We Measure Your Success: Answering Service Metrics That Matter

Answering Service Metrics That Matter

Everything that a business does needs to be measured in order to determine whether or not it was successful. Whether you are running an ad campaign or launching a new product, you have to analyze everything that happens in order to decide if you need to step back and change your strategy or move forward with your current plan.

Measuring success for most campaigns is fairly simple. For example, you may mark success as a completed sale, a submitted form, or a customer calling for additional information. Just as a company measures the success of a campaign, a company can measure the success of their answering service’s activities, which can be just as important as tracking converted customers.

It is important to understand the value of tracking the details of each and every call; an answering service can do this on your behalf. If you partner with an answering service, they can help you understand key aspects of your company’s customer service operation and customer interaction by following these answering service metrics:

  • • Average Length of the Call
    Depending on the nature of the call, each customer may require a different amount of dedicated handle time. It is important to conduct call tracking, and to look at the average length of calls agents take for a wide variety of reasons. If handle time can be reduced, we will discuss and provide any agents who may need assistance with additional training as we want to be sure callers get the information they need efficiently. It may be determined that some of the problems your customers are experiencing require an additional training to that of the routine coaching time. Or, we may end up pinpointing a customer pain point that your team was not aware of and then we can work with you and your team to help find a solution.
  • • First Call Resolutions
    One way to measure your success is by measuring how often you’re able to solve problems on the first call as opposed to having the customer call again in the hopes that another agent will answer. A high first call resolution means that agents are properly trained and are providing an optimal customer experience the first time a caller gets on the line.
  • • Resolution and Customer Satisfaction Scores
    Collecting customer satisfaction scores is also very important because we can look for patterns based on low scores, or even high scores, as a way to learn how to optimize and improve customer service.

Measuring an answering service’s success is just as important as tracking the number of sales or leads a campaign drives. If your current answering service is not providing you with this valuable analysis on your inbound calls, your company could be missing out on key customer insights and information that may influence many aspects of your operation. At Responsive Answering Service, we continuously aim to give your customers the best experience and we measure and analyze our success as well. Call us today to discuss partnering with Responsive Answering Service.

Improving Quality Assurance – Top 3 Tips for The Best Customer Experience

Improving Quality Assurance – Top 3 Tips for The Best Customer Experience

When it comes to your business, maintaining a strong customer relationship is always important, no matter how small or large your business is.

For businesses who handle many of their transactions over the phone, this can be challenging because your customers often don’t have a personal relationship with you. When you don’t get the opportunity to have a face to face conversation with your customers, you often have one shot to make sure you provide a positive overall customer experience. Working with a professional answering service can help ensure a positive customer experience at every touchpoint.

Here’s how!

  1. 1. A Positive Customer Experience Starts with a Commitment to the Customer (Ours & Yours)
    We understand how valuable your customers are to you – you are valuable to us, after all. So, when we are speaking to your customer, we think of them as our own. With your requirements and needs in mind, we manage your customer service calls with care, attention, and confidentiality.We believe that by providing the best possible service to your customers, they will continue to come back to your business and never know that it wasn’t you they spoke to.

  3. 2. Be There When They Need You 24/7
    Business doesn’t stop simply because it’s after hours or a holiday. No matter what time it is, there may be a customer or potential customer that wants to speak with you. When you close your office at night, you don’t have to close your client’s connection to your business. We are there around the clock to answer their calls, manage their needs, and keep careful records and documentation of what transpired on the calls for you.

  5. 3. Advanced Customer Service Training
    The Responsive Answering Service team can be your greatest asset. They are agile and eager to learn, they are respectful and care about our customers and their business. At Responsive Answering Service, we know that by investing in our own team, we ensure that your business will continue to grow.

Because your success is our success, Responsive Answering Service looks to exceed your expectations on a daily basis. If you are ready to give your customers the very best phone experience when they call your office, partner with us. Call us today to discuss how we can help you take your business to the next level.

The Holidays Are Coming. Get Your Phones Covered and Don’t Miss Any Opportunities This Holiday Season!

Holidays are Coming! Why Hire a Professional Answering Service

It’s that time of year again; families are getting together more often, meals are shared and most of us are hitting the stores harder than we do the rest of the year.

You guessed it, the holidays are coming and that means more business coming your way. But, are you ready for it? If a sudden influx of customers were to show up at your door or on your phone, does your staff have the bandwidth to manage it?

Creating a quality customer experience should begin long before that first interaction. By properly staffing your operation, you ensure that no call goes unanswered, no customer ignored. During the holidays, your customers are on a deadline whether they are purchasing gifts, scheduling end of the year checkups, or tying up loose ends before the new year, they want their problems solved.

By allowing calls to roll to voicemail, you risk losing that customer forever but staffing additional support to answer calls can be costly, especially during the holidays. A professional answering service for the holidays can help you manage these calls without the extra costs associated with hiring a temporary employee.

Answer Customer Calls as They Come In

The holidays can be overwhelming for everyone, businesses and customers alike. By meeting customer demands as they are needed you will increase the chances that they will return. With a professional answering service managing your call overflow, you will ensure that your calls are answered and your customer needs are managed no matter how many customers you are dealing with in person.

Manage Customers Regardless of Where They Are

One of the benefits of an answering service for your business is that while you are busy with the increased customers on your premise, you may find yourself struggling to manage your incoming call flow. A professional answering service can handle the calls as they come in so you can focus on your in-person customers. Each call will be managed according to your specific requirements and the phone representatives taking the calls will provide customers with the information that you wish to give.

During the holidays, your customers will be curious about business hours and will call to get that information. These calls can take time and resources to manage which can be costly.

Rather than worry about meeting the needs your customer may have during the most festive time of year, get ahead of it with a professional 24/7 answering service such as Responsive Answering Service. Call us today to discuss how we can help you manage your calls during the holidays and throughout the coming year.

Is Your Business Disaster Ready?

Disaster Recovery Services

In the event of a disaster – would your business be able to ensure its continuity? If your offices had to temporarily close, who would inform your employees or reach out to customers? Do you have a disaster recovery plan? The best time to answer these questions is long before a natural disaster has an opportunity to affect your business. In the face of a disaster, as on any other day, you will want to ensure your customers received top-notch service.

There is a wide range of disasters that could hit your area, forcing you to shut your doors temporarily to manage repairs or handle your family affairs. Tornadoes, hurricanes, a flood, or even a blizzard can cause a power outage that can affect phone lines for hours, or even days, at a time making you unreachable by your clients. An answering service can help take care of these concerns and a lot of other problems you may face in the event of a natural disaster and in the days following while you are in disaster recovery mode.

Operational Services Remain Online Regardless of What Happens in Your Area

When you are working with an award-winning answering service, Responsive Answering Service, managing your calls, you can rest assured that even if phone lines are out due to a storm in your area, your calls will still be handled promptly and professionally. Regardless of what is going on, we will be ready and able to assist your business and its clients so you are able to focus on disaster recovery.

Your customers may be reaching out to you for many reasons, to follow-up on orders or appointments, to see if your business is still open, or to discuss their accounts. With the assistance of an answering service, your business will experience no down time and will maintain business as usual.

There is something to be said for having a partner you can trust, such as Responsive Answering Service, to get the job done.

Maintain the Relationship

When a disaster strikes, your customers may be concerned that your business will close and may contact you to ask about your business. Being available 24/7 to answer their questions, calm their concerns, and provide updates about your business can do wonders to maintain their relationship with your business.

Not all businesses have a plan in place in the event of a natural disaster, but your business needs one because disaster recovery solutions can make or break your relationship with your customers. An answering service can save you from losing customers or business during the aftermath of a natural disaster.

Call us today to discuss getting your business disaster ready by partnering with Responsive Answering Service.

Why Have an Answering Service? It is about more than just customer service!

How Answering Service Is Much More Than Just Customer Service

Customer service departments wear a lot of hats.  At Responsive Answering Service, our customer service department manages dispatches, books appointments, handles customer retention and often answers a variety of questions.   This saves you money and training time.  Using your specific business procedures, our professional answering services staff is highly trained to handle a wide range of calls, regardless of the topic and product. In 2017, they received three Awards of Excellence from The Association of TeleServices International (ATSI).

Using the right professional answering service’s staff of highly trained and skilled agents gives you all the benefits of in-house customer service without the time constraints and the extra staffing cost.

Less Transferring, More Answering

One of the most complicated and consuming events that can happen during a customer service call is a transfer. When a customer calls in to your business to solve a problem and the agent they speak to is not able to provide a first time resolution, they may end up transferring the call to someone who can handle it, and along the way is usually put on hold.  When customers complete surveys following a customer service call, being transferred is often listed as one of the most frustrating parts of the call. With an answering service, you can rest assured that your customers will not need to be transferred around to receive an answer. Our agents are trained to handle a wide range of calls rather than only a specific type.

Keep the Lines Open

For smaller businesses, placing customers on hold is sometimes a necessary evil. The longer a customer is placed on hold, the more frustrated or upset they will become. During higher volume times, your customers can sit on hold for several minutes. Answering Services staff increases during peak call times so there are enough agents to keep the calls handled as they come in, minimizing call abandonment and reducing frustration for your customers.

More than Customer Service

Answering services bring a lot to the table for businesses. Agents are trained to handle calls that include simple requests and actions but also, difficult ones such as complaints or cancellations. Agents can discuss the customer’s needs with them and get to a place where they can troubleshoot the pain points the customer may be experiencing to help them see the benefit in staying with the business rather than cancelling.

Answering services, such as Responsive Answering Service, offer businesses the flexibility needed to maintain a quality relationship with their customers. For more information about Responsive Answering Services strategies for meeting your customer service needs, contact us today.

Travel Industry: Creating a Stress-Free Trip

Travel Industry: Creating a Stress-Free

As more and more businesses look to call centers to handle their customer service needs, most people dread contacting businesses for assistance. The fear of not understanding the agent who answers, being repeatedly transferred or even worse, not having their issue solved or concern properly addressed.

In any industry, one stressful experience can tarnish the customer’s view of your business indefinitely. Selecting an answering service to manage your travel industry business’s needs based on cost could save you money in the meantime, but what about in the long run?

When a potential guest calls about booking an upcoming trip or a returning guest contacts your team to plan another trip, an excellent customer experience can seal the deal and get that guest talking about your brand to people they know.

Increase Retention by Giving Customers What They Want

Your guests want their questions to be answered with no guesswork on their end. For guests who have simple questions about their upcoming trip or a trip they are still planning, this can be extremely frustrating and even make them consider cancelling their trip altogether.

Something as simple as directing your calls to a premium answering service can do wonders for retention, keeping customers happy and moving their calls toward an end goal of satisfaction instead of increased frustration.

Better Understanding of Your Services

A professional answering service aims to solve customer problems, increase bookings, minimize refunds and build trust with your guests because in the end, the goal should be to make the experience positive so the customer is beyond excited about their upcoming trip.

In order to achieve these goals, an answering service will be extremely focused on learning everything about the inner workings of your business. This takes time, research, and so much more. In the travel industry, understanding the amenities offered at your resort means more personalized attention where the representative can offer suggestions to the caller about daily activities, spa packages and more.

This also provides an excellent opportunity for additional sales including airport transfers, tour bookings, spa services, golf outings, etc.

A stronger understanding of your travel industry business means that your customer will feel like they are speaking to you rather than talking to a third party. And this translates into better service for your customer no matter what they are calling about.

Contact Responsive Answering Service today to discuss how we can help push your travel industry business towards continued success through quality call experiences for your customers.

Responsive Answering Service: Winner of 3 Awards of Excellence from ATSI

Responsive Answering Service: Winner of 3 Awards of Excellence from ATSI

Association of TeleServices International (ATSI) recently bestowed their 2017 Award of Excellence for Outstanding Service to three offices of Responsive Answering Service. The award is presented annually by the ATSI which is the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery services throughout North America and the United Kingdom.

A photo accompanying this press release is available here.

The awards were presented to Responsive Answering Service at ATSI’s 2017 Annual Convention in Chicago, IL. The awards were given to the locations in:

  • Responsive Answering Service of Fort Myers, FL (Intercept of Florida)
  • Responsive Answering Service of Marietta, GA (Northwest Answering Service)
  • Responsive Answering Service of Pittsburgh, PA (Pittsburgh Answering Service)

The ATSI contracts independent judges to evaluate message services during a period of six months. These judges are looking at response time, courteousness of the representative, accuracy of the call, knowledge of the account and an overall impression of the call.

“We are deeply honored and grateful for this recognition. Our centers and staff are committed in creating a service excellence culture. We all have been working hard in making sure that our customers’ needs are always at the forefront of all our communications. My team embarked in an important project to create processes and protocols that ensure clients’ communications are handled with care, attention and, confidentiality. I’d like to thank the teams at each of these offices for their excellent performance and dedication!” said George Otte, President and CEO of Otte Polo Group – the parent company of Responsive Answering Service.

Looking for a method by which they could improve the overall quality of the call center industry, the ATSI has been giving the Award for 21 years. They were looking to ensure successful call handling experiences. At Otte Polo, we are beyond thrilled to have had three Responsive Answering Service locations named this year and will continue to strive for excellence.

About Responsive Answering Service

Responsive Answering is a privately owned, nationwide, professional telephone answering and call centers service company. George Otte, President and CEO, has turned Responsive Answering into an international conglomerate of six independent call answering businesses that operate from six different centers in North, Central and South America.

To read the press release click here.

Why Your Business Needs After Hours Answering Services

benefits of after hours answering services

Building a strong relationship with our customers means that we are there when they need us at any hour. In today’s connected world, our customers expect 24/7 availability from the companies they do business with.

When customers feel that they need your assistance with something, they may reach out via phone, and if their call is forwarded to voicemail, 60% of them will hang up rather than leaving a message. This missed connection can force the customer to reach out to a competitor or even be a missed opportunity to engage the customer into purchasing more products or services.

Each customer that you work with can be swayed by a competitor, especially when they are more available than you are. Have you ever visited a business that happened to be closed when you were ready to make a purchase? The disappointment of finding that business closed often forces someone to visit a different business and that unavailability will often leave a lasting impression.

This is why a professional answering service can be beneficial to you, regardless of your business size or the industry you are in.

Keep Your Doors Open & Your Customers Happy

When your customer calls to chat about your services, regardless of the hour, a professional answering service will be there to guide them, answer their questions, address their concerns, etc. Whether you are a retail service or a medical office, calls come in at all hours. For medical offices, your patients may have appointment questions or possibly medical concerns. Professional answering services can help guide your patient to the right contact.

When you partner with Responsive Answering Service, giving your customers or patients top-notch service is as much a concern for us as it is for you. When someone answers their call in the middle of the night, they will feel cared for and walk away with a lasting positive impression of you and your business.

Never Miss a Call

Your customers may be calling with questions about your product or service at moments that your team is busy or closed. A professional answering service can help guide your customers to fit their needs and provide top quality customer service as if they were speaking directly to your team.

Responsive Answering Service will work with you as we train our staff to handle your calls and we will follow your directives in terms of how to handle messages, emergency calls, etc. The caller will not know the difference between your office staff and our answering service team members. Call us today to discuss the options and services we offer and how we can help your business stay open even after hours.

Service Spotlight: Emergency Call Dispatching

Emergency Call Dispatching Answering Services
In our modern and connected world, customers expect their questions to be answered quickly and thoroughly. Questions can arise at any time and the sooner they’re answered, the happier and more secure the customer will feel with your business and services. But as you know, being available 24/7 isn’t possible without staffing your office, every hour of each day.

When critical issues arise and your customers need to reach you, they don’t care what time it is. By partnering with a knowledgeable answering service, you ensure that your customer calls are answered as soon as they are received.

Reliable Dispatching – Route the Right Calls at the Right Time

Whether you’re a technology company, a medical office, or a plumber – problems may arise at any hour. But some customers may take advantage of your availability and call an emergency line just to ensure an answer. An answering service can filter these calls and only pass on the true emergencies. By doing so, you will keep your customers happy, your business running smoothly, and your life free of unnecessary interruptions.

Record Calls for Safe Keeping and Quality Assurance

No matter when the call comes in and what their issue is, you may want to reference the call to ensure it was handled properly and that information exchanged followed protocol. Referencing your customers’ calls at a later date can help with training and coaching your staff to understand what is an emergency call versus what is a frantic customer.

Missing out on emergency calls will cost you money. Customers, who have an issue that needs to be fixed, will seek out other companies with more flexible options. By partnering with an answering service, you ensure that your business will never miss a call without the need to be tethered to your phone at all hours.

Responsive Answering Service can assist you and your staff in managing emergency calls any time of the day or night. Contact us today and we can develop a plan for your business.

Taking Your Business to the Next Level in 2017

Virtual Receptionist Services
2017 has been marked by many experts the year of the customer journey. As consumers are given more options when it comes to making buying decisions, it is our job to make sure that their experience with us is memorable. Simple frustrations such as unanswered phone calls can lead to frustrations that will cause the customer to scratch us off their list regardless of our past dealings.

Virtual Receptionists Answer Calls That You Can’t

For small business owners, it often feels that you are running around handling every task on your own. From answering phones to helping customers, paying invoices and accepting orders, and marketing your business online and in the community is often done by one person. Something is always going to fall behind.

Incoming calls can come in at any time – after hours, when you’re out with family, when you’re on the other line answering customer questions, or when you’re away from the phone working with another customer. A virtual receptionist makes it easy to attend to these calls without leaving you feeling overwhelmed or your customer, ignored.

Manage Appointments & Schedule Follow Up Calls

Keeping your calendar organized is very important for any business owner whose customers visit them in person. Pen and paper is now an archaic way of tracking your appointments and scheduling follow ups. A live virtual receptionist takes the time to schedule, cancel, and confirm appointments for your business while using a state of the art technology that updates your internal calendars.

And just because someone else is answering your calls, doesn’t mean you’re now out of the loop with what is happening with your business. Responsive Answering Services’ Web Portal makes it easy for you to manage your on-call lists and schedules.

A virtual receptionist is an easy to manage service that can be the most successful and strategic tool you can integrate with in 2017. For more information about virtual receptionists and how they fit into your business plan, contact Responsive Answering Services for more information.

Holiday Phone Coverage Made Easy

Holiday Phone Coverage Made Easy
Although many businesses are closed for parts of the holiday season, they usually see an increase in customer calls throughout this time. Answering customers’ calls, returning customers’ messages and scheduling appointments, among many other phone-related tasks, can be particularly difficult for businesses during the holiday season. Often, understaffed offices can lead to phone line backups, which force customers to wait or have their calls unanswered. This, in turn, can lead to missed opportunities, as customers turn elsewhere out of frustration. Fortunately, working with a telephone answering service provides an easy and cost-effective solution that can turn these problems into opportunities for all types of businesses.

The Holiday Season and Phone Line Back-ups

Retailers are especially busy during the gift-buying season with handling their customers’ orders, returns and questions. All of this customer interaction can cause long hold times, unanswered calls, and, as a result, missed selling opportunities. Retailers can add additional staff to handle this increased demand, but hiring and training seasonal employees puts a lot of strain on a business’s time and budget.

Non-retail businesses also see an increase in customer calls during the holiday season. Due to weather and vacations, many customers tend to be at home more during the holiday season, giving them more free time to catch up on tasks such as scheduling appointments for the new year. Other customers who are traveling or hosting friends and family require more services from businesses around this time.

Many business owners do not want to sacrifice their employees’ vacations or fun office holiday parties; however, it can be hard to justify ignoring customers, which has both short-term and long-term consequences. Wouldn’t it be great if there were a way for you and your employees to enjoy your holiday season while resting assured that customer calls will be answered and your business will be strengthened?

How an Answering Service Can Assist With Holiday Phone Coverage

Rather than cancelling your staff’s paid vacation or the office holiday party, you can have your calls transferred to an answering service during busy times or after hours. An answering service provides trained customer support representatives to handle all customer calls or just overflow.

Phone service representatives can provide phone coverage 24/7, including holidays, or simply when you need them. Once you return from the holiday vacation and customer call volume returns to a normal level, it’s easy to simply change or reduce the answering service if needed.

A telephone answering service’s representatives are trained in customer communication and well versed in your product offerings, appointment policies and return policies. Trained customer support representatives have the right answers for customers calling with order questions, returns, and more, so your customers will not even realize their phone calls have been outsourced.

Even when your office is open during the holiday season, your employees are often on the phone with another customer while customers are calling. For businesses such as retailers, an answering service can supplement your normal staff according to your needs, so that you do not have to spend a fraction of the time and expense required to hire seasonal employees.

If you run a service-based business that requires appointments, an answering service can update and schedule your calendar for the new year in real-time.

No matter the nature of your business, you can work with an answering service to determine how calls are communicated to you. Situations deemed urgent or as emergencies can get to you immediately, while others can be completely handled by the answering service and recorded for you to access at your convenience.

Hire an Answering Service

Using a phone service like Responsive Answering Service is essential to avoid such holiday backups or unanswered calls. As you enjoy the holiday with family and fun, rest assured that Responsive Answering Service is working hard to make sure that time is well spent.