Question: Over the years, as your company has grown, there have been more and more people answering my calls.  I miss the good old days when Mary answered my line during the day and Irene answered in the evenings.  Is there any chance of returning to that arrangement?

Answer: The answer is yes and no.  In the past, one employee would be primarily responsible for 80 to 100 clients (this was a technical limitation imposed by the old cord boards that were commonly used).  This allowed our staff to be very focused and personal with their assigned group of clients, but it was highly inefficient.  It was common to have one person juggling six to eight calls, while their co-workers had none.

Although our staff tried to work together to help each other out, the process was inefficient.  Today, that process would cost about three times as much as you currently pay.  In addition, the time it takes to answer your calls and the time your customers spend on hold would significantly increase.

For the majority of our clients, it is more efficient to make all of our staff available to process calls.  By doing so, we are providing you with the best possible service at the lowest possible cost.  This is a standard industry practice, which we are pleased to follow.

However, we do offer a special service, called dedicated agents, where assigned staff members process calls for special clients.  These agents make it possible for you to enjoy that one-on-one relationship, but it does cost more than our standard service.

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