I often hear about telephone answering, but I don’t really understand the actual situation… I don’t know
which telephone answering service to choose…
There are many people who think this way because they receive frequent calls and cannot handle it on their own.
This time, what is a telephone answering service? We will explain the outline and advantages of this, comparison of 6 telephone answering services, etc. so that even beginners can understand it easily!
Table of contents
- What is a telephone answering service?
- Advantages of Telephone Answering Service
- Less work
- Reduced staffing costs
- Never miss an important call
- Disadvantages of telephone answering service
- There is a risk of information leakage
- may not be flexible
- 4 selection points for telephone answering service
- Key points for selecting a telephone answering service (1) Reliability and track record of operating companies
- Selection point of telephone answering service ② Variation of response
- Selection point for telephone answering service (3) Reception hours
- Selection point of telephone answering service ④ Running cost
- [Carefully Selected] 6 Telephone Answering Services
- [14 days free trial available] fondesk
- BellQuick24 LCC
- Call center agency
- Anshin Telephone Duty Service
- telemarketing services
What is a telephone answering service?
A telephone answering service is a service that allows you to outsource the reception of telephone calls and call center operations as an agent .
Specifically, calls from customers are forwarded to a telephone answering service, and a dedicated operator responds on behalf of the company.
With telephone answering, it is possible to respond politely and quickly to customer calls .
Advantages of Telephone Answering Service
By using a telephone answering service, you are freed from the time, clerical work, and labor required to answer the phone, so you can concentrate on the work you should be focusing on.
Reduced staffing costs
There is no need to train employees because telephone answering is a service where a professional who specializes in answering telephones acts on your behalf.
For this reason, it is a great advantage for companies that were worried about the money and time costs of securing and training human resources to answer the phone .
Never miss an important call
You can receive calls without missing inquiries from new customers, contracts, or urgent matters, so you can reduce risks such as opportunity loss .
Disadvantages of telephone answering service
There is a risk of information leakage
One of the disadvantages of telephone answering services is the risk of information leakage.
For example, if a customer’s personal information or transaction information is included in the response, confidential information will exist externally at that point, even if it is temporary.
Therefore , when using a telephone answering service, it is important to clarify how far the operator will respond, and if personal information or confidential information is included, it is important to include a procedure in which the person in charge will call you back. is.
may not be flexible
One of the disadvantages of telephone answering services is that they may not be flexible.
Telephone answering service operators can respond based on manuals and publicly available information, but it is difficult to respond to questions that require deep knowledge of companies and organizations because they are not employees of the company . .
In addition, there is also a factor that telephone answering services cannot immediately respond to simple matters that employees of the company can respond to immediately by accessing internal information.
4 selection points for telephone answering service
Key points for selecting a telephone answering service (1) Reliability and track record of operating companies
Telephone answering services often handle important information such as customers’ personal information and transactions . It is also important to consider whether facilities are equipped with consideration for
Selection point of telephone answering service ② Variation of response
The content that the operator can respond to differs depending on the service. In addition, there are agency companies that determine the range of services that can be handled depending on the price plan.
The following is the telephone answering service that the telephone answering service is responsible for.
So, first of all, let’s organize the business requirements necessary for your company.
Selection point for telephone answering service (3) Reception hours
The reception hours and days of the week for telephone answering services differ for each service, so select a service that can be used during the hours and days of the week that your company needs.
There are two patterns for telephone answering service reception hours and corresponding days of the week.
As a point to note, nighttime and weekend correspondence will be expensive, so please consider carefully when introducing it.
Selection point of telephone answering service ④ Running cost
Many telephone answering services use a monthly fee system.
However, please note that the contents included in the monthly fee are different. When comparing prices, check the following points:
Dividing the monthly charges for the same hours and days of the week for each company by the number of calls in a month gives a clear comparison of charges per call.
In addition, let’s compare the monthly fee based on the difference in service content.
In addition to the variation in response, the quality of the operator (whether or not he or she has obtained a secretarial or telephone certification, expertise, etc.) also affects the price .
Therefore , it is important to proceed with price comparisons while keeping in mind not only the low cost but also the cost-effectiveness .
[Carefully Selected] 6 Telephone Answering Services
[14 days free trial available] fondesk
“fondesk” is a telephone answering service that is attractive because it can be used from the day of application .
While there are many services that only report incoming calls by email or phone, you can also choose chat such as LINE, Slack, or MS-Teams.
It is recommended for companies that usually use tools other than email, as services that support chat within the basic fee are rare .
“e-Secretary” is a telephone answering service that builds and operates call center services for many major companies and maintains high quality .
We have adopted a high-quality call environment where surrounding voices and noise are less likely to enter , so each call is handled carefully.
In addition, operators regularly receive training to improve their telephone response skills, so it is also a great attraction that they always provide a high level of telephone response service.
“BellQuick24 LCC” is a telephone answering service that has a lot of knowledge and experience in operating call centers for more than 30 years / over 3,000 calls per year .
We have a track record of operating a center for clerical work as well as various channels such as e-mail and chat as well as telephone, and we can operate 24 hours a day, 365 days a year and support multiple languages .
In addition, we maintain a high level of response quality through regular operator education and training.
Call center agency
“Call center agency” is a telephone agency service operated by Neo Career, one of the most well-established companies in the human resources industry for outbound service performance.
We have a track record of transactions with more than 3,000 companies , and are first-class in terms of outbound know-how and experience.
In addition, it is also attractive that it is possible to respond to telephone calls 24 hours a day, 365 days a year, and that extremely high-level security measures such as training on personal information for all staff involved in business and the conclusion of confidentiality agreements are implemented .
Anshin Telephone Duty Service
“Anshin Denwa Toban Service” is a telephone answering service that is available 24 hours a day, 365 days a year at a desired time zone .
Since the operating company is TMJ of the Secom Group, it is attractive that the trained operators will respond politely and leave a good impression.
It can also be used for a small amount, such as one per month .
“Telemarketing Service” is the cheapest telephone answering service in the industry at 88 yen per call .
The point is not only the price is cheap, but also the emphasis on security measures .
Specifically, the personal information of callees and information related to operations are encrypted, and an automatic access control system for each page is adopted.
What is telephone answering this time? I explained the outline and benefits of this, and the comparison of 10 telephone answering services so that even beginners can understand it.
Instead of introducing a telephone answering service “somehow”, you can prevent failure by properly understanding the selection points and advantages and disadvantages introduced in this article.