Louise Wilson, Business Manager - Corporate from Moneypenny, which provides live chat and telephone answering services to a wide array of accountancy practices including five of the Top 30 firms, answers some of the most frequently asked questions about telephone answering services.
What is a telephone answering service?
A telephone answering service (or call answering service) is an outsourced service provider who will answer calls on behalf of your practice as if they were part of your business.
While service levels, prices and quality differ from provider to provider, the core offering remains the same. An answering service is not to be confused with a message taking service where calls are handled by ‘the next available operator’. A telephone answering service relies on dedicated PAs or receptionists who get to know your business and function as part of your team.
Why do accountancy practices use telephone answering services?
Practices of all sizes use telephone answering services to free up their valuable time for key tasks and to make sure they don’t miss important calls – avoiding the inevitable lost revenue that comes from clients who go elsewhere when their calls are unanswered. A telephone answering service can be used for all calls 24/7, for overflow support (taking calls when you’re too busy) or out-of-hours cover — whatever your practice needs.
Beyond these general practicalities, a telephone answering service is also great for smaller firms who want to improve the impression of their operation’s size, quality and professionalism.
Does it really matter if I miss a few calls?
Take a moment to consider every call you get as an opportunity to make money; who’s calling? Is it a brand new enquiry? Returning client? It could be someone you’ve spoken to before who needs just one more question answered to get them on board. When you see your callers this way (and not just as interruptions to your working day), the calls you miss become missed business opportunities.
Whether it’s lost leads or bad customer experiences, every missed opportunity has the potential to impact your bottom line or damage your reputation. A larger company might consider employing someone to solve these problems, but with the average UK receptionist salary standing at £15,961, this isn’t always an option – the most effective cost saving alternative is a high-quality, outsourced telephone answering service.
Moneypenny, the world’s leading provider of outsourced communications, delivers 24/7 telephone answering and live chat services to accountancy practices of all sizes, helping them to capture every lead and improve client care.