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January 14, 2009

Call Center Outsourcing: How to Pick an Answering Service

By Stefania Viscusi, Assignment Desk Editor

Answering services play an important role for businesses looking to keep and attain new customers. Not only do they offer extended service hours so customers can call whenever they'd like, but they also boost customer service levels and deliver service excellence for the business when they are not in the office.

When it comes time to choose the service provider that will represent your company when you are out of the office, it's important to carefully weigh your options and choose a service provider that meets certain standards in providing service.
A VendorSeek article, "How to Choose an Answering Service," highlights the type of questions businesses should ask when searching for an answering service.
One way to find out more about a company is to check if they are members of an organization relevant to their industry. This way, you can call and inquire about their answering services.

Another element to focus on in the decision making process is the training of agents, inquiring about this can help understand if additional training is needed or if the provider meets your company's needs.
Ensuring appropriate staffing is also key in choosing a provider that will help you to improve your services. The answering services provider should know how many people to staff for each job and be able to take into account the time of day, or year and other factors that may affect customer calling.
Because fines from violating federal state and local regulations can be steep or even cause the entire operation to fold, its important to make sure an answering service provider is in compliance and that their history is one that exemplifies good services, experience and low turn over rates, to ensure the business is one that can best represent your company for you. offers free quotes for businesses looking to call center services to help make the best decision for their businesses specific needs.
For more, be sure to check out the Call Center Outsourcing channel on TMCnet

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Why Call Center Outsourcing is Important

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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