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If you want to take advantage of the 24×7 demand for your expertise, it’s important that you have a way to maintain 24-hour communication with your customers and personnel. Partnering with a telephone answering service is the perfect solution for this situation because it allows you to provide constant availability and professional customer service for […]

If you want to take advantage of the 24×7 demand for your expertise, it’s important that you have a way to maintain 24-hour communication with your customers and personnel.

Partnering with a telephone answering service is the perfect solution for this situation because it allows you to provide constant availability and professional customer service for a fraction of what it would cost to hire additional employees or pay existing staff.

The Need for 24 Hour Availability

There are countless reasons why your company may need to provide 24-hour call center support. If you provide emergency plumbing services, for example, then a potential customer could call at any time.

The same goes for providers of technical support, medical care, or vehicle repair services. If a client’s server goes offline, a patient gets sick, or a truck carrying an important load breaks down – they need to be available.

In industries like these, it’s almost a necessity to provide 24-hour service. Otherwise, you run the risk of losing business to a competitor or missing out on opportunities to build new customer relationships.

The Old Way of Running a 24×7 Operation

Companies that provide 24-hour support often have on-call personnel who are responsible for responding to after-hours inquiries.

The on-call may be required to stay onsite and answer the phone, check a voice mailbox every 30 minutes, carry a pager that goes off when new messages arrive, or use a cell phone that has the office number forwarded to it.

The exact configuration varies, but in all of these scenarios, the companies are relying solely on their personnel for maintaining 24-hour coverage. Besides paying for the increased staffing, they also run the risk of missing important calls or new business.

The Benefits of Using a Third-Party

Outsourcing your first line of communication is a better way to provide 24-hour support.

Unlike the traditional method of relying solely on your on-call personnel, outsourcing to a call center or answering service provides an intermediary that assumes responsibility for filtering calls and relaying them to the correct member of your team.

For example, say a customer calls for an emergency plumbing repair. Instead of having that customer leave a message for the on-call and hoping it is addressed, that call would go to your answering service who would then follow instructions for reaching your on-call personnel.

This way, they can guarantee that someone in your organization gets the call. They just need instructions to follow.

This approach saves money because answering services like CMS utilize a time-based billing system based on the time spent handling calls. Unlike an employee who is paid whether they’re actively working or not, these companies only charge when they’re being utilized.

Learn More About 24 Hour Answering Services

In conclusion, any company that needs 24-hour availability could benefit from outsourcing to an answering service. It’s a great way to save money without sacrificing the quality of service you provide your customers.

To learn more about 24-hour answering services from CMS, we encourage you to contact our sales team and request a free quote. Our account executives can help you implement a professional customer service solution that integrates perfectly with your existing operation.

By Last Updated: September 12, 2022Categories: Blog2.7 min read