Answering services are must-have tools for businesses of all sizes, from healthcare to real estate, from legal to HVAC. However, several misconceptions about answering services can lead to misunderstandings about their value and functionality. Let’s explore and debunk some of the most common myths surrounding answering services, including the belief that they are primarily offshore operations.
Myth 1: Answering Services Are Only for Large Corporations
One of the most prevalent misconceptions is that answering services are a luxury reserved for large corporations. In reality, answering services are highly adaptable and can be tailored to meet the needs of businesses of all sizes, including small and medium enterprises (SMEs). For solo entrepreneurs and small businesses, an answering service can provide a professional image and ensure that every call is answered, which is a must for maintaining client relationships.
Myth 2: Answering Services Lack Personalization
Many business owners are concerned that outsourcing call handling leads to a loss of personal touch. They are afraid that an answering service would handle every call with the same greeting, confusing their callers. Quite the opposite is true, as modern answering services work closely with businesses to develop customized scripts that reflect the company’s voice and values. This type of personalization ensures that every interaction feels authentic, allowing businesses to maintain their unique brand identity even when utilizing external call support.
Myth 3: Answering Services Are Expensive
Cost is often cited as a barrier for businesses considering an answering service. This is another answering service myth. When you factor in the costs associated with hiring and training in-house staff, as well as the potential revenue lost from missed calls, answering services often prove to be the more affordable and flexible choice. At Responsive, our answering service pricing starts at just $29/month, and allows your businesses to pay only what you need and use, without a burdensome commitment. According to the U.S. Bureau of Labor Statistics, the average salary for a full-time receptionist is around $35,000 nationwide, and significantly higher in many states. In addition to the salary, full-time employees incur overhead, such as benefits and administrative expenses. Compared to hiring a full-time receptionist to answer phones, an answering service is not only the most cost-effective option, but also provides more coverage with 24/7/365 availability.
Myth 4: Answering Services Are Only for Taking Messages
While taking messages is one function of answering services, they offer a wide range of capabilities beyond this basic task. Modern answering services can handle appointment scheduling, lead qualification and intake, secure patient messaging, and more. Answering services can help across various industries, from healthcare to real estate, and can boost productivity and sales. By acting like a communication Swiss Army knife, answering services slice through missed calls, missed opportunities, and missed connections—turning potential chaos into pure business efficiency. And so another answering service myth is debunked.
Myth 5: Answering Services Are Impersonal and Robotic
Another common misconception is that answering service representatives sound robotic and lack warmth in their interactions. In reality, professional answering service operators undergo extensive training on the art of communicating with callers effectively and empathetically. They prioritize creating positive customer experiences and are equipped to handle inquiries with knowledge and professionalism.
This is particularly true for bilingual answering services like Responsive Answering, which offers agents who can personalize conversations by seamlessly switching between English and Spanish. These bilingual operators bridge language barriers, and also provide a more nuanced and culturally sensitive interaction for every caller.
Myth 6: Answering Services Only Operate After-Hours
While many answering services are known for their after-hours answering services, 24/7/365 coverage is also available. Responsive Answering is a 24 hour live answering service company that will ensure your business continuity through a wide array of cost-effective telephone answering services solutions. Moreover, we go the extra mile to provide customized industry-specific plans and programs to meet your unique and specific needs. Our 24/7/365 coverage means your business never misses a beat, even during unexpected disruptions. Whether you're facing a power outage, a seasonal surge in calls, or a sudden staffing shortage, our business continuity services ensure that your communication channels remain open and professional.
Myth 7: Answering Services Are Offshore
A significant answering service myth is that answering services are primarily offshore operations located in foreign countries. This is a legitimate concern for businesses who want their calls answered locally in the US. Offshore operators may struggle with accents and dialects unfamiliar to them, which means misunderstandings and frustration for callers. American customers might find it difficult to understand agents with strong foreign accents, which can have a negative impact on their experience with your business.
Responsive Answering is a U.S. based answering service offering the same benefits—such as cost savings and flexibility—without the potential communication barriers or cultural misunderstandings that can arise with offshore options. Choosing an American answering service provider can boost caller satisfaction; many times callers don’t even realize they are speaking with one of our answering agents and not your in-house staff. Our team is familiar with regional and cultural differences across the U.S. and goes the extra mile to make sure your callers feel comfortable and understood every time they reach out to your business.
Myth 8: Clients Will Know They're Not Talking to In-House Staff
Some business owners worry that clients will recognize they are speaking with an external service rather than in-house staff. At Responsive, we invest in training our representatives thoroughly about the businesses they serve. This preparation allows operators to handle calls knowledgeably and professionally, minimizing any perceived difference between in-house staff and outsourced representatives. Our agents receive training tailored to your specific industry. For instance, if you're in the healthcare sector, our medical answering service representatives will be well-versed in HIPAA regulations and medical terminology, ensuring they can handle sensitive information appropriately.
Myth 9: Businesses Have No Control Over Their Calls If They Hire An Answering Service
Some business owners fear that using an answering service means losing control over how their customer communications are handled. This is another answering service myth and couldn’t be further from the truth. At Responsive, we pay a great deal of attention to onboarding your business and training our agents to answer and route every call based on your instructions. We also make it easy to switch our service on and off, so that if you choose to answer calls directly, you can do so easily. This level of control allows you to maintain oversight of your communications, and ensures that every interaction aligns with your business's needs and standards.
Beyond the Myths: Why Answering Services Are Essential for Every Business
Now that we have debunked the top misconceptions and myths related to size requirements, personalization, costs, offshore operations, and control over communications, it becomes clear that answering services are flexible and versatile, making them an invaluable partner for business across various industries. Whether you're a small business owner or part of a larger organization, whether your business receives 10 calls a day or 1,000, whether you are located in New York, NY, or Duluth, MN, leveraging an answering service can help you maintain professionalism while focusing on what you do best—serving your clients.
