Every business can benefit from a call answering service. The trick is choosing the type of phone answering that would best address your business' needs and is the most cost-effective. If you need assistance handling incoming phone calls, four options are available, as described below.
PBX/Auto Attendant Services
PBX (Private Branch Exchange) or an auto attendant call answering service is what you often encounter when you call a large corporate office. With an auto attendant service, a computer program asks you to push numbers until you finally reach the individual with whom you wish to speak, or until you reach a voicemail prompt. Callers who push the wrong button while using this type of service may need to hang up the phone, redial the number, and start the process all over again. At other times, callers may patiently listen to every menu option, only to discover that their request is not listed. In general, PBX/auto attendant services can be quite frustrating for customers.
Businesses often choose PBX services for the assumed efficiency they provide, in addition to their economical service rates. However, auto attendant call answering may not be the best option for businesses that rely on receiving calls from new business prospects, as up to 60% of callers hang up upon hearing an automated voice. Also, keep in mind that, as with any computer system, there is a chance that you may need to purchase special hardware and software for the service to work in your office. Additionally, if the PBX equipment malfunctions, there is a chance that you may not be able to receive any phone calls until it is fixed.
Virtual Reception Services
A live virtual receptionist service provides a team of highly trained receptionists who work off-site. These virtual receptionists personally handle your business' incoming calls; they may even answer incoming calls using your business' name. Like a receptionist that might work in your office, virtual receptionists can forward live calls, take messages, and provide basic information about your company to callers. If needed, a virtual live answering service can even call clients on your behalf to seek information you may need.