A Phone Answering Service is a business service that provides specialized telecommunication solutions to other businesses or professionals. Typically, it involves a team of operators or an automated system which manages inbound calls, usually when a company cannot handle high volume of incoming calls, outside normal operating hours, or during particularly busy periods. These services can handle general inquiries, customer complaints, appointment settings, and order processing. Some phone answering services also provide additional services like call forwarding, instant message delivery, and emergency dispatch. They are designed to ensure customer queries are handled professionally and efficiently, thereby improving customer service and giving businesses the opportunity to focus on their core operations.
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The 10 Best Phone Answering Services
The 10 Best Phone Answering Services provide a range of features such as 24/7 live receptionist services, multi-language support, message taking, appointment scheduling, order processing, and dedicated call handling in a professional and efficient manner.
Table of Contents
In this constantly evolving era of technology, effective and seamless communication has become an integral part of successful businesses. Professional phone answering services optimize connectivity, enhance customer justice, and significantly improve overall business efficiency. The choice out there might seem overwhelming, hence we’ve handpicked the top 10 best phone answering services for you. This blog post will delve into the key features, benefits, and necessary details of these leading services to help you choose the one that fits your unique business requirements the best. Buckle up as we guide you through the realm of exceptional customer service and the impact these services can have on your business operations.
What Is A Phone Answering Service?
Phone Answering Service: Our Recommendations
Pick #1
MAP Communications
MAP Communications is a top-tier phone answering service that offers a variety of call center solutions to businesses of all sizes, across various industries. Leveraging state-of-the-art technology and professional, well-trained personnel, the service provides a 24/7 live answering option to handle inbound customer calls, emails, and web chats. MAP Communications aims to deliver superior quality service, improve customer satisfaction, and enhance business efficiency by offloading the task of handling communication with customers. In the process, it provides businesses with the opportunity to focus on core areas without compromising on customer experience.
Customizable Scripts and Call Handling: MAP Communications allows businesses to customize their call answering service to meet their specific needs. They can design their own script and call handling procedures to ensure their customers always get the best service possible.
Access to Trained and Certified Call Agents: MAP Communications employs Professional Bilingual Receptionists who are well-trained and certified, ensuring that calls are handled professionally at all times and in many different languages.
Disaster Recovery Call Center: In situations of power loss or natural disaster, MAP Communications' disaster recovery services ensure no lapses in communication between you and your clients. This continuous service can help maintain your company's credibility and reliability.
Detailed Call Reporting: MAP Communications offers detailed reports of every call, providing valuable insights about customers and helping business owners to make informed decisions based on actual customer interactions.
On-Demand Virtual Receptionist 24/7: Unlike traditional phone answering services, MAP Communications offers a 24/7 virtual receptionist service, which means your business is never unavailable or unresponsive to customer calls, irrespective of your office hours. This provides superior customer service at all times.
Limited global coverage- MAP Communications primarily focus on providing service in the United States, so businesses operating in or requiring service in different international locations may not receive desirable support.
No Multilingual Support - MAP Communications does not offer multilingual support in their Phone Answering Services hence limiting businesses from different linguistic backgrounds to use their services efficiently.
Limited integrations - MAP Communications has limited integrations with other business processes and software, making it less versatile and adaptable to different business environments.
No AI capabilities - As of now, MAP Communications does not make use of Artificial Intelligence in providing its Phone Answering Services, thereby it may not handle bulk and ultra-complex queries efficiently.
General service - Their call center services are generalized and often not industry-specific, limiting their ability to handle unique industry-specific queries.
Pick #2
Ruby Receptionists
Ruby Receptionists is a highly renowned phone answering service that utilizes advanced technology and exceptional customer service to provide personalized, professional answering services for businesses of all sizes. Their services include the handling of inbound calls, live lead capture, appointment scheduling, bilingual answering services, and more. Their call handling professionals are trained to maintain a friendly and professional demeanor, enhancing the caller’s experience while accurately capturing and conveying important information. Their technology interface is well-integrated and user-friendly, allowing businesses to easily track and manage their calls, messages, and other service features. Essentially, Ruby Receptionists serves as an effective extension of businesses, helping to enhance their client engagement and overall image.
Exceptional Customer Service - Ruby Receptionists are highly trained professionals who are capable of providing a personalized and warm communication experience to your customers which enhances customer satisfaction.
Flexible Call Handling - Ruby Receptionists offer various ways to handle your calls. Whether you want them to answer all calls, take messages, or transfer only certain calls to you, they can customize their service to meet your needs.
Bilingual Services - Ruby Receptionists offers bilingual services to businesses. This means that they can communicate effectively with both English and Spanish speaking customers, broadening your company's reach.
Integration with Business Tools - Ruby seamlessly integrates with many business tools like CRMs and calendars, which allows for an efficient synchronisation of customer communication data with your existing business systems.
24/7 Access - Ruby receptionists provide service 24 hours a day, 7 days a week. This ensures that all your calls are answered, irrespective of the time they're placed, which can especially be crucial for businesses having customers in different time zones.
Lacking Customization - Ruby Receptionists platform follows a standardized template which does not offer much room for customization. If a phone answering service requires extensive customization to suit unique business needs, Ruby Receptionists might not be the best choice.
Limited Integration - Ruby Receptionists does not integrate with all third-party applications or systems. This can be problematic for businesses that use a variety of software and need their phone answering service to seamlessly work with those.
No Live Chat Feature - Ruby Receptionists only offers phone support. There is no option for live chat support, which could be a disadvantage for businesses that prefer handling customer queries via chat.
Reliance on Human Interaction - While it can be an advantage to have a human answering calls, there might be discrepancies in the quality of service due to varying factors like mood, health or personal bias of the receptionists.
Limited Hours of Operation - Ruby Receptionists' live answering service is not available 24/7. While they do offer after-hours voicemail, businesses that require round-the-clock phone answering service might find this to be a critical limitation.
Pick #3
MoneyPenny
MoneyPenny is a comprehensive phone answering service that is specifically aimed at supporting small businesses, freelance professionals, and startup companies. It employs a team of trained receptionists who answer calls, take messages, handle administrative tasks, and even schedule appointments on behalf of businesses. With the perfect blend of personalized touch and advanced technology, MoneyPenny aids in creating a professional image for your business, ensuring no customer call goes unanswered. The service is versatile, customizable, and equipped with features like real-time updates, call recording, and fully integrated mobile apps, providing a reliable and efficient solution for businesses incapable of maintaining a dedicated in-house reception team.
Dedicated Receptionists - With MoneyPenny, businesses can avail the service of dedicated receptionists. This means the call handling function is entrusted to a specially assigned expert who lends a professional air to the whole experience.
Customized Call Handling - MoneyPenny Phone Answering Service allows calls to be answered according to the specific instructions of the business owners. This adds a personalized touch to the engagement, which sets the right impression about your business.
Flexibility - No matter the size of the business, MoneyPenny can easily adapt to the call volume. Whether it's out of hours, overflow, or full-time call handling, MoneyPenny Phone Answering Service is flexible and scalable as per demand.
Extensive Range of Reports - It provides detailed reports that are crucial for tracking customer interactions and understanding the effectiveness of call handling. This can allow businesses to make necessary improvements based on real-time data.
Trial period - With MoneyPenny, businesses can take advantage of the free trial period to get a first-hand experience of the service and decide if it suits their needs before making the full commitment.
Lack of Personal Touch - While MoneyPenny makes the best efforts to provide a professional and courteous phone answering service, it can often lack the personal touch that an in-house receptionist can provide. This might not create the sense of loyalty and belongingness among the customers.
Limited Complex Query Handling - MoneyPenny service might not be well equipped to handle complex or technical queries related to your business. They might provide general solutions but for industry-specific queries, it may not be as effective.
Potential for Miscommunication - With the lack of knowledge about the ins-and-outs of your business, there is always a risk of miscommunication between MoneyPenny employees and your customers which might lead to customers' dissatisfaction.
Dependence on External Service - If there is any issue with MoneyPenny's service, your phone answering capabilities might be hindered. You are relying on an external provider for an important part of your business operation, which can pose a risk.
Difficulties in Integration - While MoneyPenny works well in isolation, integrating it with existing systems (CRM, helpdesk software, etc.) in the business could be complex and require substantial time and resources.
Pick #4
Specialty Answering Service
Specialty Answering Service (SAS) is a leading phone answering service, designed to provide comprehensive call handling solutions for businesses of all sizes. It offers 24/7 live answering services, blending human intervention with advanced technology to handle everything from customer queries, taking messages, transferring calls, order processing, to scheduling appointments and more. The service is fully customizable and supports multiple industries, ensuring seamless customer experiences while allowing companies to stay connected with their customers round-the-clock without interruption. SAS helps businesses free up valuable resources, reduce overhead costs, increase efficiency, and improve customer satisfaction rates.
Round-the-Clock Customer Service: Specialty Answering Service provides 24/7 coverage, which ensures that calls from customers are attended to any time of the day and year. This ensures that no business opportunity is missed due to time constraints.
Multilingual Support: Specialty Answering Service staffs universally friendly operators capable of speaking multiple languages. This ensures that customer inquiries are answered accurately and support is given regardless of the language they speak.
Industry-Specific Expertise: They cater services across a variety of industries, each with unique needs. The comprehensive training they provide to their representatives enables tailored scripting to suit sector-specific requirements, providing an accurate and appropriate response to customer interactions.
Flexible Call Routing: They offer advanced routing options to manage calls more efficiently. The custom call routing options allow businesses to direct calls to the right department or person, improving customer satisfaction and resolving issues faster.
Extended Virtual Receptionist Services: Aside from just taking calls, Specialty Answering Service also offers virtual receptionist services which include appointment setting, order processing, and customer relationship management integrations, thereby expanding the scope of phone answering services.
Complex Setup - Those looking for a straightforward answering service might find the configuration process in Specialty Answering Service to be challenging. It's not as straightforward as some other phone answering services in the market.
Scripting Issues - Some users have reported that the service doesn’t always follow the script provided by the company then leads to inconsistency in customer interactions and handling.
Limited Integration - It has limited integration capabilities with other platforms and software, which can be an impediment for businesses using multiple software solutions.
Anthropomorphization - The service tends to personify it's IVR and answering bots thus creating false expectations among users in some cases, leading to customer disappointment when they realize that they are not speaking with a human operator.
Quality Variances - Users have reported issues with inconsistent quality of service delivery. This can lead to certain calls being mishandled or not delivered on time, thereby adversely affecting customer service.
Pick #5
AnswerConnect
AnswerConnect is a comprehensive phone answering service that professionally manages customer communications for a variety of businesses. It offers 24/7 live answering, call forwarding, and messaging services, where trained representatives handle calls, take messages, schedule appointments, and deliver quality customer assistance. This versatile platform is cloud-based, which enables access from any device, while its flexibility and scalability make it ideal for small businesses, entrepreneurs, or large enterprises. AnswerConnect’s goal is to provide efficient customer service, ensuring your business never misses a call or opportunity, while saving you the overhead costs of hiring additional in-house staff.
24/7 Customer Support: AnswerConnect provides continuous service, allowing businesses to serve customers round the clock, even during after-hours, weekends, or holidays.
Expert Call Screening: The service offers professional call screening, connecting the right people to handle customers' needs effectively.
Multilingual Support: AnswerConnect has operators who can respond to calls in different languages, thereby extending the reach of businesses to a global customer base.
Customizable Scripts: This feature enables businesses to tailor their service according to their brand image and ethos, providing a customizable and personalized touch to the interactions.
Integrated Web Chat: Alongside phone answering, AnswerConnect allows businesses to engage with their customers through web chat, offering them additional options to connect and receive service.
Limited Integration Options - While AnswerConnect does integrate with many popular applications, it may not integrate with all niche or unique systems that a business might use, possibly causing some disruption in workflow or additional manual work to bridge the gap.
Lack of Customization - Though AnswerConnect offers several features, the customization options may be seen as minimal. For businesses with very specific answering service needs, this could pose a problem in achieving the exact functionality wanted.
No Visual Interfaces - AnswerConnect doesn't provide visual interfaces like video calling feature. For businesses that heavily rely on visual communication, this service might fall short.
Time Zone Differences - The customer service/assistance is mainly set on Pacific Time Zone which may be inconvenient for customers in different time zones. The response to the queries might get delayed because of this time difference.
Inconsistent Quality– While AnswerConnect assures quality service, some users have expressed concerns about inconsistent quality of phone answering with varying levels of professionalism and helpfulness depending on the agent assigned to the call. This could potentially harm a company's relationship with its clients or customers.
Pick #6
Signius Communications
Signius Communications is a U.S. based company that provides premium phone answering services, designed to help businesses manage their communication needs effectively. Their services primarily tackle call overflow, after-hours customer service, and dispatching services among other processes. Leveraging state-of-the-art technology and experienced professional staff, Signius Communications aims to provide superior customer service, ensuring businesses never miss a call or a potential opportunity. They also offer virtual receptionist services, order entry support and emergency dispatch services, thus allowing businesses to focus on their core operations while uncompromisingly managing their customer communications.
Customized Phone Answering Service: Unlike many other phone answering services, Signius Communications tailors their service to meet each specific client’s needs. This ensures the service you receive feels personal, dedicated, and suitable for your particular industry or company's needs.
Professional and Trained Operators: Signius Communications ensures their operators are well-trained and professional. They understand the importance of first impressions and aim to provide high-quality customer service on behalf of their clients.
24/7 Availability: Signius Communications offers round-the-clock support. There's always someone available to respond to any incoming calls, regardless of the time or day, ensuring that customer enquiries are always handled promptly.
Robust Disaster Recovery Solution: One of the distinctive features of Signius Communications is that they have a robust disaster recovery plan. This means, in the event of a catastrophe or disruption, their service will continue functioning, ensuring minimal disruption for your business.
Integration with Multiple Platforms: Signius Communications can integrate with a variety of platforms and CRM systems. This allows businesses to keep track of all customer interactions, making it easier to manage and improve customer relationships.
Limited Integration: Signius Communications doesn't offer a lot of integrations with other software systems. This lack of versatility can hinder their clients' productivity and efficiency.
Restricted Customization: Signius Communications has a lack of customization options in regards to their answering services. Clients may not be able to tailor the service completely to their business needs.
Inconsistent Answering Quality: Some reviews have pointed out inconsistencies in the quality of their call answering service. The customer experience can greatly vary and it is not always guaranteed that the phone operators will deliver the same quality of service.
Limited Multilingual Support: Signius Communications does not provide a multilingual answering service. This can be a significant disadvantage for businesses that deal with international clients.
Lack of Advanced Features: Unlike some of its competitors, Signius Communications does not provide advanced features, such as real-time analytics or call recording options. These limitations can result in less control and insight for businesses using their service.
Pick #7
VoiceNation
VoiceNation is a leading provider of live answering services, recognized for their technologically advanced and professionally handled solutions. They offer 24/7 services including call answering, dispatching, message taking and appointment scheduling, catering to the needs of businesses of all sizes. VoiceNation utilizes a proprietary open-source technology to provide flexible and customized solutions, thus assisting companies in managing calls efficiently and ensuring they never miss an important interaction. Their approach in prioritizing prompt and accurate communication contributes to better customer service and helps businesses grow.
24/7 Live Answering: VoiceNation provides a live operator to answer your calls 24/7. This ensures that your business never misses a call even during off-business hours or holidays.
Bilingual Service: To cater to diverse customers, VoiceNation offers bilingual answering services. This can be particularly beneficial for businesses who have a significant number of Spanish-speaking clients.
Fast Call Answering Time: VoiceNation prides itself on offering speedy response times. In general, calls are answered within the first few rings, which can significantly increase customer satisfaction.
Customized Scripts: You can design and provide your own customized greeting scripts that VoiceNation operators will use. This allows businesses to maintain their brand voice and ensure that callers receive consistent messaging.
Advanced Call Reporting Features: VoiceNation provides access to advanced call reporting features. Businesses can get detailed insights about call volumes, call durations, and call times, allowing them to make data-driven decisions about staffing and customer service improvements.
Limited Customization - VoiceNation offers predetermined scripts for call answering and lacks the flexibility to deeply customize these scripts based on specific business needs or scenarios.
Functionality Limitations - While VoiceNation has some basic features, it is not robust when it comes to its range of services. There are other alternatives that offer added value services such as CRM integration, extensive call reports or multiple extension numbers.
Dependence on Internet Connectivity - Its dependency on internet connectivity can sometimes make its services unreliable or inconsistent, especially in areas with poor internet connection.
Call Quality Inconsistency - Some users have reported occasional call quality issues, including dropped calls, unclear voice quality, or latency in calls. Regularly experiencing such issues may frustrate users and impact their business interactions.
Customer Service - Although it provides 24/7 service, some users have expressed dissatisfaction over the company’s customer service. This includes complaints regarding longer response times and ineffective problem resolution.
Pick #8
AnswerNet
AnswerNet is a comprehensive suite of phone answering services that cater to businesses’ various communication needs. Its offerings include live operators who answer calls 24/7, providing customer support, appointment scheduling, and order processing. In addition, it utilizes robust technology to offer automated systems such as IVR (Interactive Voice Response) for cost-effective, efficient call handling. Providing flexible and adaptable solutions, AnswerNet helps businesses make the most out of their telecommunications, ensuring seamless connectivity, professionalism, and enhanced customer satisfaction.
Customizable Phone Services: AnswerNet's services are highly customizable, allowing businesses to have their incoming calls handled in ways that best suit their specific needs.
Multilingual Support: AnswerNet provides answering services in multiple languages, making it a reliable solution for businesses with an international customer base.
Thorough Call Screening and Routing: Call screening and routing capabilities ensure that calls are prioritized correctly and routed to the right department or individual, promoting operational efficiency.
Round-the-Clock Availability: Unlike in-house receptionists who work during specific hours, AnswerNet’s services are available 24/7, eliminating the risk of missed calls and potential business opportunities.
Professional Call Handling: With AnswerNet, businesses can rest assured knowing that their calls will be handled by professional customer service agents who are trained to reflect the values and quality of customer service unique to the company.
Limited Customization: AnswerNet might not allow for much customization in the type of messages recorded, limiting how much personalization businesses can add to their consumer interactions.
Lack of Integration: AnswerNet may not integrate seamlessly with other Customer Relationship Management (CRM) systems, which can create difficulties for businesses trying to sync data across their various platforms.
Service Interuptions: There have been reports of AnswerNet services being disrupted or temporarily unavailable which can significantly affect a business's ability to handle customer calls.
Operator Error: Sometimes, human errors happen as AnswerNet uses live operators to handle calls. As a result, messages can be taken down incorrectly or calls can be handled inappropriately, which can lead to confusion or dissatisfaction among customers.
Inconsistent Service Quality: The quality of service might be inconsistent depending on the specific receptionist handling calls. Some operators might not perform to the expected standard, thus leading to inconsistency in service quality.
Pick #9
Call Center Sales Pro
Call Center Sales Pro is an industry-leading service within the field of phone answering services. It is designed to professionally manage inbound calls for businesses, providing a tailored customer service experience. Regardless of the volume or type of calls, Call Center Sales Pro offers efficient handling, ensuring that businesses never miss a customer inquiry. More than just answering calls, they specialize in improving sales performance through expertly trained staff capable of upselling and cross-selling products or services, thereby acting as an avenue for revenue generation. Efficient call management, accurate message delivery, appointment scheduling and superior customer service make Call Center Sales Pro a comprehensive solution for businesses desiring to enhance their telephone customer interaction.
Enhanced Customer Experience: Call Center Sales Pro provides professionally trained agents who tirelessly work round the clock to offer top-notch customer service. They reliably answer calls, thereby ensuring a better customer experience.
Robust CRM Integration: This software can easily be integrated with the existing Customer Relationship Management (CRM) software of businesses. This provides real-time access to customer information, thus enabling effective manage customer interactions.
Advanced Reporting and Analytics: Call Center Sales Pro offers comprehensive reports and analytics, allowing businesses to closely track and monitor their performance, identify trends, and make well-informed decisions.
Real-Time Message Dispatch: With Call Center Sales Pro, businesses easily receive notifications and messages in real-time through different modes like email, text, or fax. It ensures critical information reaches the right people promptly.
Time Scheduling Feature: This service offers a robust scheduling tool that allows for automated routing of calls based on the time, date, and even the agent's skill level. This helps in optimizing resource allocation and managing high-volume call periods.
I'm sorry for the inconvenience, but there's limited specific public information available about the disadvantages of Call Center Sales Pro as a Phone Answering Service. However, I can share some potential general disadvantages based on common issues users can face with call center software:
Complexity of Setup - It may require technical expertise to set up and maintain due to potentially complex features.
Limited Customizability - The service's customization options may not be thorough enough to meet all business requirements or to match the company's branding.
Integration Issues - Significant problems could arise in integrating the software with existing systems, which could disrupt workflows.
Poor Voice Quality - There could be issues with call quality or connectivity, depending on the business's internet service quality.
Limited Reporting and Analytics - It may not offer adequate reporting or analytics tools, making it challenging to track and monitor agent productivity and customer satisfaction.
Please note that these issues outlined are not specific to Call Center Sales Pro and not guaranteed to occur. For the most accurate evaluation, direct user feedback and reviews should be considered. The mentioned issues are potential problems that may arise with any phone answering service software.
Pick #10
Go Answer
Go Answer is a highly reputed phone answering service focused on providing comprehensive call center solutions. Known for its 24/7 customer support, it offers a wide range of services including bilingual support, live chat, after-hours and overflow call handling, disaster recovery, and dedicated or shared agent options. Tailoring their services to a variety of businesses, from small enterprises to large corporations, Go Answer is committed to ensuring effective and efficient customer interaction management, which is fundamental to driving business success.
Scalability: Go Answer has an extensive infrastructure that can easily handle high call volumes. It can scale up and down based on your business needs.
Quality Customer Interactions: Go Answer ensures professional, high-quality customer interactions. Its agents are well-trained to provide exceptional customer service.
24/7 Answering Service: Businesses can benefit from around-the-clock support as Go Answer operates 24/7, ensuring no calls are ever missed regardless of what time they are made.
Bilingual Support: Go Answer provides bilingual service (English and Spanish), enabling businesses to cater to a diverse customer base.
Specialized Services: Go Answer isn't just a generic phone answering service. They offer specialized services such as order entry, appointment scheduling, and help desk support—functions that many businesses can benefit from.
Limited Personalization: Go Answer provides some customizable options, but it might not offer full personalization to fit your company's unique needs and branding. Phone scripts might be standardized and lack the ability to tailor based on client specifics.
Lack of Multilingual Support: Go Answer may not provide multilingual agents. This can be limiting for businesses that serve diverse customer bases and international markets.
No Real-Time Updates: The service may not have the ability to provide real-time updates on calls received or messages taken. This could potentially delay communication and impact the business's efficiency.
Performance Variability: The performance of Go Answer largely depends on the skill set of the individual answering the call. Inconsistencies in agent performance could affect customer experiences and satisfaction levels.
Limited Control Over Quality: Since the phone answering service is outsourced, businesses have less control over the quality of customer service provided. There might be lack of transparency or inability to address client dissatisfaction immediately.
Conclusion
The world of phone answering services is vast and continues to evolve with technological advancements, proving to be a comprehensive solution for businesses when it comes to handling calls effectively. The top 10 services discussed not only offer diverse functionalities but also cater to different business sizes and models, all while ensuring maximum caller satisfaction. From AI-based assistants to holistic call center services, these platforms prioritize efficient customer service, resource management, and positive brand image. It’s clear that in the digital age, these services are no longer a luxury but a necessity for businesses aiming for comprehensive communication solutions.
FAQs
What is a phone answering service?
A phone answering service is a business service that answers calls and conveys messages on behalf of other businesses. It is used to manage customer queries, complaints, orders, and more. It provides support to businesses who may not have the resources to manage large volume of calls.
How does a phone answering service work?
Phone answering services work by diverting calls from a client's business to their contact center. An agent then answers the call, following a prescribed script, and manages the conversation as per the client's instructions - which might involve taking messages, forwarding calls, resolving queries, or scheduling appointments.
What are the benefits of using a phone answering service?
The benefits of using a phone answering service include reduced staffing costs, 24/7 coverage, professional customer service, increased business efficiency, and the ability to handle high call volumes. It can also provide bilingual support and can handle emergency calls appropriately.
Can a phone answering service handle calls from any location?
Yes, a good phone answering service should be able to handle calls from any location. Many services provide a toll-free or local number that redirects calls to their contact center. With today's technology, calls can be managed seamlessly, regardless of the caller's location.
How to choose a reliable phone answering service?
When choosing a phone answering service, consider factors such as their industry experience, availability, pricing structure, technology used, and the training process for their employees. Also, look out for customer reviews and get referrals if possible. Some services offer a trial period, which can be a good option when making a decision.