Setting Up Answering Services for Small Businesses: Our Guide

Setting Up Answering Services for Small Businesses: Our Guide

Download this toolkit in pdf

Share This Post

8 minutes

The business world is fast-paced, and every call and inquiry counts. Small businesses must ensure they have the right communication systems in place in order to operate effectively and continue to grow. This is where answering services for small businesses come into play.

Effective communication is the cornerstone of success for any small business. It can make the difference between sealing a deal with a new client or losing them to a competitor, between retaining a loyal customer and dealing with a negative online review. Answering services for small businesses, including the expertise offered by Wing Assistant’s dedicated receptionists, provide essential support to business owners and startup founders striving to enhance their communication, productivity, and time management.

Outsourcing your answering services to a dedicated virtual receptionist is the best way to ensure that no inquiry is missed while allowing you to focus on higher-level tasks. In this comprehensive guide, we will delve into the world of remote phone answering services, exploring the benefits they bring to small businesses. Additionally, we will provide actionable guidance on how to effectively implement these services to elevate your business operations.

Answering Services for Small Businesses: A Must-Have?

Customer expectations are at an all-time high, and having a reliable answering service is no longer just a convenience – it's a critical necessity for small businesses. If a customer is calling, they want their query answered promptly and won’t be happy waiting 24 – 48 hours for a response. Let’s look at some of the reasons why answering services are a must-have for your business.

1. Cost-Effectiveness

Small businesses can experience significant cost savings by outsourcing their phone answering needs to a virtual receptionist or assistant. Remote receptionists offer a cost-effective solution that ensures you only pay for the service you actually use rather than all the costs associated with hiring full-time staff, including recruiting and hiring costs, benefits, equipment and supplies, and other overhead costs.

2. 24/7 Availability

Today's customers operate on their own schedules, not necessarily adhering to traditional business hours. Having remote receptionists means your business remains accessible round-the-clock, so regardless of when a customer contacts you, there is someone available to answer them.

A prompt response can often be the difference between getting or losing a sale. Remote receptionists are available across different timezones via offshore outsourcing so you can have coverage 24/7.

3. Professionalism

Having a receptionist or virtual assistant gives your business an added level of professionalism, leaving a positive impression on your customers. It shows that customer service is a top priority for your business, reflecting positively on your brand.

4. Enhanced Customer Service

Exceptional customer service is a key differentiator when it comes to staying competitive, regardless of what industry your business is in. Remote receptionists are trained to handle calls with care and efficiency, improving your overall customer service quality and customer satisfaction levels.

Preparing Your Business for Remote Answering Services

Before implementing remote answering services, it's crucial to prepare your business thoroughly so that the virtual assistant or receptionist is set up for success when they start working with you. Here are some of our tips to prep your business before implementing remote answering services:

Setting clear communication objectives

Clear communication objectives are the cornerstone of effective remote answering services. Begin by identifying specific goals for your remote receptionist service. For instance, if you run an e-commerce business, your objective might be to enhance order processing efficiency and reduce customer wait times. Once you've defined your communication objectives, you can create key performance indicators (KPIs) to measure success. For our e-commerce example, KPIs could include order fulfillment time and customer satisfaction scores.

Streamlining internal processes

To ensure seamless information flow and issue resolution, identify bottlenecks or inefficiencies in your current processes. For example, if you're a medical practice, streamline appointment scheduling and patient information-sharing processes. Implement digital tools and standardized procedures to simplify tasks for both your in-house team and remote receptionists. Utilize project management platforms to assign and track tasks, ensuring that communication flows smoothly between teams.

Training employees on working with remote receptionists

Your in-house team must understand how to collaborate effectively with remote receptionists, as it will be imperative for smooth day-to-day operations and workflow once you hire one. Consider conducting training sessions that cover topics such as communication protocols, task delegation, and performance expectations. Encourage ongoing communication between your team and remote receptionists, establishing regular check-ins to address questions and provide feedback.

Selecting the right remote answering service provider

Choosing the right remote answering service provider is pivotal to a successful partnership. Look for a provider that specializes in your field, as they will likely have a better understanding of your unique needs. For example, if you operate a real estate agency, opt for a remote answering service with expertise in real estate terminology and processes.

Scalability is also important. Ensure the provider is able to accommodate your growth by discussing future expansion plans. Finally, prioritize reputation and reliability. Read reviews and testimonials and inquire about their backup plans for handling peak call volumes or technical issues. A reputable provider like Wing offers customized solutions, scalability, and a track record of excellent service.

Setting Up Remote Answering Services for Small Businesses

Once your business is prepared to outsource remote answering services, follow these implementation steps to ensure they have everything they need to effectively complete their tasks:

Define call handling protocols and guidelines

Develop comprehensive scripts that guide remote receptionists in handling common scenarios effectively. For instance, if you run a property management company, create scripts for inquiries about lease terms, maintenance requests, and rental applications. Include examples of responses and provide guidance on tailoring responses to each caller's unique situation.

Clearly define when and how calls should be escalated to you or your team for resolution. In the property management context, you could establish escalation protocols for emergencies like water leaks or security concerns. Include real-world scenarios, such as how to handle urgent maintenance requests that require immediate attention.

Share important business information with your remote receptionists

Emphasize the importance of up-to-date business hours and holiday information. Provide a template that includes regular hours, after-hours support availability, and a holiday schedule. In the context of a retail store, this ensures that remote receptionists accurately inform callers about store hours during holidays and special events.

Create a comprehensive FAQ list that covers the most common inquiries. Include detailed answers and explanations to ensure receptionists respond knowledgeably to callers. If you operate a tech startup, your FAQ might cover product features, troubleshooting steps, and subscription pricing details.

Configure your phone system for seamless call forwarding

Implement call routing rules to ensure straightforward and simple call forwarding procedures so that a remote receptionist can easily forward calls to the appropriate staff member. Configure your system to recognize caller ID or menu choices to direct calls efficiently.

A detailed guide on integrating your voicemail system with your remote answering service is also important. Include strategies for handling overflow calls and after-hours inquiries. For instance, configure your system to seamlessly route overflow calls to a dedicated voicemail box that remote receptionists can access to provide prompt follow-up.

Implement a call tracking and reporting system

Set up call performance monitoring tools to track key metrics like call volume, call duration, and customer satisfaction ratings. Provide examples of how to interpret these metrics and make data-driven decisions to improve service. For instance, analyze call volume data to determine peak call times and adjust staffing accordingly.

Detailed guidance on collecting and leveraging customer feedback is crucial for service improvement. Implement methods for customers to share their experiences and suggestions. Analyze this feedback to identify areas of improvement and recognize outstanding performance by remote receptionists. For example, use surveys or follow-up emails to gather customer input on the quality of service received.

Test the service to ensure smooth operation

Conduct role-play exercises that simulate real-world scenarios to ensure your remote receptionists are well-prepared. For a healthcare clinic, role-play scenarios might include calls from patients with urgent medical concerns, allowing receptionists to practice empathy and follow predefined protocols for prioritizing urgent cases.

Fne-tune call scripts based on real interactions and customer feedback. Share examples of how to analyze call recordings and customer feedback to identify areas for script improvement. For instance, if you run a tech support service, use call recordings to refine troubleshooting scripts and ensure they address customers' issues effectively.

Common Concerns about Setting Up Remote Answering Services

Many business owners have concerns they want to address before committing to remote answering services. Here are some of the most common:

1. What security measures are in place to protect sensitive business information?

Reputable remote answering services for small businesses, like Wing, prioritize data security. They employ robust security measures such as data encryption so that all communication and stored data are protected with advanced encryption techniques. Additionally, strict access controls ensure that only authorized personnel can access your sensitive information. Regular security audits and monitoring further bolster protection against potential threats.

2. How do remote receptionists handle unexpected or complex inquiries?

Remote receptionists are extensively trained to handle a wide range of inquiries, including unexpected or complex situations. Their training includes not only understanding your business but also developing problem-solving skills. For instance, if you're a tech company, remote receptionists may receive training on troubleshooting common technical issues and escalating complex problems to specialized teams within your organization.

3. Can I customize the service based on my business' unique needs?

Remote answering services are highly adaptable. Reputable providers offer customization options to tailor the service to your specific business’s requirements. This includes scripting call responses to align with your brand's tone and style, integrating with your CRM or other software systems, and following your specific call-handling protocols. Additionally, you can customize the service based on call volume or operating hours that you require coverage for.

4. What happens during peak call times or emergencies?

During peak call times, remote receptionists are equipped to manage high call volumes efficiently. They can use call queuing systems to ensure that no call goes unanswered, and callers can also be informed of estimated wait times, provided you have this software set up. In emergencies, remote receptionists are trained to follow predefined protocols, whether it's alerting the appropriate personnel, coordinating a response, or providing critical information to callers.

5. How is the cost structured, and what is the potential for cost savings?

The cost structure of remote answering services typically varies depending on factors such as operating hours, call volume, service level agreements, and more. Providers may offer pricing models like per-minute charges or monthly subscription plans that can be customized based on the hours of coverage you require. You can discuss your business's specific needs with the provider to determine the most cost-effective plan. Cost savings are a given as you don’t need to hire and maintain full-time receptionists, which significantly reduces overhead costs.

6. How quickly can I scale up or down based on business needs?

Remote answering services offer scalability to accommodate your changing business needs. Reputable providers can quickly adjust the service to match fluctuations in call volume or business growth. Scaling up involves adding more receptionists or expanding service hours to meet increased demand. Conversely, scaling down is equally flexible and can be done with minimal notice, ensuring that you only pay for the service you require.

7. Are there any long-term contracts or commitments?

Many remote answering service providers offer flexibility in terms of contractual commitments. While some providers may offer month-to-month contracts, others may provide longer-term agreements. Reputable providers aim to build long-term relationships based on satisfaction rather than locking businesses into inflexible contracts, ensuring that you have the freedom to make decisions that benefit your business.

Hire Remote Receptionists from Wing

Answering services for small businesses provide an invaluable resource for enhancing communication, productivity, and customer satisfaction. By following the steps outlined in this comprehensive guide, you can successfully set up and leverage remote answering services to propel your small business to new heights of success. Consider hiring dedicated receptionists from Wing to enjoy the advantages of professional, cost-effective, and flexible phone answering services. You can get started for as little as $999 per month with a receptionist who is dedicated to your business, and create a customized plan based on your business needs.

Table of Contents

Virtual Assistants to Make Work and
Life Better

Wing is a fully managed, dedicated virtual assistant experience designed to help startups and SMB teams offload time consuming, yet critical tasks and focus on things that matter.