Messaging services
- Page 2
|
|
Deciding whether or not a message answering service is for you is only half the problem. Once you've made up your mind, how do you then go about choosing which one is best suited to the needs of your company? Firstly, it's useful to know what's out there.
Companies such as MessagePlus and Direct Line pioneered the service around ten years ago in the UK. The arrival of digital telephone systems in the mid 90's opened up the market to smaller operations. In 1999, telecoms giant Vodafone entered the fray with an answering service of its own.
The companies range in size from call centres to single office set ups. In the middle are companies like Kendlebell, which has franchised branches dealing with their own accounts and a central call centre to take any overflow calls. At Active Link, teams of receptionists work on specified accounts from offices in a central headquarters.
This might be worth bearing in mind if you are choosing a service provider. David Freedman, sales director at Answerlink argues that size matters. "There's nothing that beats experience in this industry, of the operators and of the company itself. When choosing a service, look at the length of time the company has been in business, and also at how many staff they have. If there aren't enough operators, your calls are going to be held in a queue"
The larger companies will generally offer additional features, such as a 24-hour reception - important if you have foreign clients or run a 24-hour call-out service. With calls being answered by different receptionists, it might give the impression of a large and busy company. But there are downsides.
"Some of the older players are working out of warehouses with 80 people answering phones. You therefore have a one in 80 chance that your call will be answered by the same person. If five or six different people answer the phone and you obviously don't have that many receptionists at your company, it defeats the purpose of the service," says Mke Woods of Rocket Ansa-Call.
In terms of technology, the larger companies are often more advanced. Answerlink provide free software allowing messages to be downloaded straight to your PC, and have recently developed Instantlink, a sort of internet freephone which can be put on your website. Rocket Ansa-Call use high-speed internet links to access information on your website or online diary. But don't be blinded by science if the service isn't up to scratch.
Smaller partners might offer a closer and more involved working relationship. Sue Marvin of Direct Line Communications explains:
"Working in a team of five in a single office we can act as a virtual office for our clients. We can liase easily with each other and keep track of what they're doing. We get to know our clients and their businesses personally, without having to look it up on a screen. If we were to grow into a large call centre, we would risk losing that personal touch."
Size of the company is not the only consideration and some will suit your needs better than others. If you can, have a chat to some of the receptionists at the company, and note how articulate and professional they sound. They are the front line for your company and there's little room for error. Research by the Henley Centre, a business consultancy, found that 68% of customers would prefer to go to another company if just one call is handled badly.
Look at the additional features offered, but don't let these distract you from the main business of answering calls. Some companies offer an additional phone line, postal address or conference facilities. Rocket Ansa-Call, for example, can help with database set-up and e-commerce solutions.
Last, but by no means least, there are the costs. Direct comparisons are not easy because there are different pricing structures. To start with, one-off connection fees range from nothing to £180. The monthly cost ranges from £25 to £60 but features vary.
Additional costs will depend on how many messages you receive and how they are delivered. Companies have preferred delivery methods and they structure their costs accordingly.
Some companies prefer you to pick up messages - which is usually free - while others send a fax at the end of the day. Your options may be limited by whether you have a mobile phone, fax or email. You might be expecting a lot of urgent messages that have to be patched through, so check for the cheapest prices.
