Question: In the past, I’ve used voicemail to answer my calls after hours.  This worked well for routine messages, but was a disaster for urgent calls.  Then I began using an answering service so that a “real” person could handle my emergency calls.  I couldn’t be happier, but now I need to cut costs.  Can I get the best of both worlds – a real person, while containing costs?

Answer: Although voicemail can be effective in some circumstances, it is seriously lacking in other situations.  Answering services can combine aspects of voicemail with the professional interactions of their staff.  The combinations are too numerous to detail.  But, if you can envision a combination of “live” service and voicemail that is perfect for you, you answering service can likely implement it. 

One common scenario is to use automation to answer your calls with your answering service's operators as backup.  For example, the automated system may give out common information, filter non-urgent calls, and route basic calls to voicemail.

Another approach is to have your answering service's operators answer each call, routing some to voicemail and personally handling others – according to your instructions.

Also, it is important to note that the manner in which voicemail is integrated with live answering service can present a certain image to your callers, making you appear as a larger, more sophisticated organization or a smaller, more personal one.

The key point is that your answering service can design a call processing strategy that balances all of your needs within the confines of your budget. 

Learn more about telephone answering services and discover how the might be able to help you.