10 Questions to Ask Before Hiring an Answering Service

What You Should Be Asking and Why

#1 How long has your answering service been operating? 

As the great Albert Einstein once said, “The only source of knowledge is experience”. A good way to ensure an10-questions-to-ask-before-hiring-an-answering-service-alliance-wireless answering service delivers professional-grade services is by how long they’ve been doing it.

#2 What are your rate plans?

There are many different kinds of rate plans out there. Your best bet is to go with a service that provides a flexible rate plan, allowing you to increase or decrease the amount of minutes you require based on the unique nature of your business.

#3 How are your Operators trained?

The answering service should be transparent in how they answer this question. They should tell you how long their Operators are trained before and during their employment with the answering service. They should also explain how they are evaluated and what they are evaluated for. Things like grammar, spelling, typing and comprehension abilities should be the primary areas they are evaluated on.

#4 How are answering accounts customized?

Your answering service should be able to create an answering script that is specific to the needs of your clients. You decide what the Operators ask, how they respond to specific inquires and how you want messages delivered to you.

#5 What are your quality control measures?

Ask to see how your calls are monitored by the answering service. Also make sure that you have access to listen to all calls the Operators take for your business to ensure your own quality assurance standards are being met.

#6 What type of technology is your service using?

Ensuring that the answering service is using state of the art technology is integral to the professionalism of the service that they provide. You want to make sure that the state of the service’s technology does not negatively affect the level of service your clients receive.

#7 What kind of back-up measures does your service have in place?

Make sure that the answering service is prepared if the power goes out that they can still answer your phone calls. Also, make sure they have supplies to quickly fix technical problems and proper storage devices to save data specific to your answering account.

#8 Do you offer call forwarding?

This feature is a must if you run a 24/7 business but don’t have the staff there to answer the phones or if you expect to receive too many calls for your staff to handle themselves. Have you ever called a business only to hear a busy signal? Imagine a customer trying to get through when they need your services. Call Forward/Busy will eliminate frustrating busy signals. If all your lines are being utilized the call will be diverted to the answering service.

#9 Do you provide Live Web Chat services?

Not only can customers reach you through the phone but they can also connect to your business via live chat! With answering service operators available 24/7, your clients inquires can be handled over the internet as well. This extra mode of communication creates new possibilities for your current clients and makes your business more accessible to everyone.

#10 Do you have on-call updating?

If you want to assign someone as your business’s on-call to receive messages from the answering service make sure they provide that service. Also ensure that they have a feature to allow you to make the changes yourself if need be so you do not incur per minute charges to make these updates. A web portal such as this also allows for the retrieval of messages and listening to calls for review. 


Funeral Home Answering Service : The Alliance Group