Don’t Get Hung Up: 5 Answering Service Mistakes to Avoid at All Costs

Do you find yourself losing potential customers because your phone lines are busy or calls go unanswered? As a smart business owner, you understand that every call is an opportunity to make a great impression-or risk losing a client. That’s why having the right answering service can make all the difference for your business.

Did you know? The U.S. answering service industry, valued at $2.5 billion in 2024 with 1,012 companies and is projected to grow at 5.74% per year. Answering services can screen and prioritize calls, ensuring that high-value leads receive prompt attention. By handling routine calls and inquiries, answering services free up staff time to focus on core business activities and revenue generation. 

Not all answering services deliver the same level of quality-some common mistakes can seriously undermine your customer experience. At Pittsburgh Telephone Answering Service, we know the pitfalls that can derail your customer service, from untrained agents and long hold times to inconsistent information and lack of industry expertise. Let’s review the 5 most common answering service mistakes and how your business can avoid them.

What Is An Answering Service?

A professional answering service, also known as virtual receptionist service, is a company whose business is to receive and answer telephone calls for its customers. It is a specialized operation where trained representatives handle incoming phone calls on behalf of businesses, often serving specific industries like healthcare and real estate. Answering services provide personalized customer interactions, including answering calls, taking messages, transferring calls, and providing information, all while maintaining a professional tone and using live agents rather than automated systems.

Benefits of a Professional Answering Service For Small Businesses

The right answering service offers a plethora of benefits, particularly for small businesses. They include:

• 24/7 phone coverage: Round-the-clock availability means your business never misses a call, regardless of the time or day. This is particularly valuable for businesses that operate in multiple time zones or industries where after-hours emergencies are common.
• Professional business presence: An answering service contributes to your company's image by ensuring every call is answered promptly and courteously. This creates a positive first impression for callers and can improve customer satisfaction.
• Confidence: Knowing that every call will be handled professionally allows employees to focus on their core responsibilities without worrying about missed calls.
• Savings: With plans starting as low as $29/month, an affordable answering service offers a significant value as compared to hiring full-time receptionists, especially for small businesses. It eliminates the need for additional office space, equipment, and employee benefits while still providing comprehensive call coverage. 
• Flexibility and focus: An answering service can handle call overflow during busy periods, allowing your in-house staff to focus on more complex tasks or face-to-face customer interactions.
• HIPAA-compliance for medical answering clients: For healthcare providers, a HIPAA-compliant answering service ensures that patient information is handled securely and confidentially.

Top Answering Service Mistakes You Can Avoid

While the right answering service service will quickly become a valuable and trusted partner to your business, not all answering services are equal. Choosing an answering service that is not a great fit for your business, local, industry, or goals, may end up backfiring and causing frustration, poor customer service, and even potentially damaging your reputation. Here are top 5 mistakes businesses make when choosing an answering service, and how to avoid them:

1. Lack of Industry-Specific Knowledge

One of the most common mistakes businesses make when hiring an answering service is choosing a provider that lacks experience in their specific industry.This is especially important for regulated industries such as medical or legal, in which handling sensitive caller information requires specialized training and compliance with industry standards. An answering service without proper knowledge or training in your field may not know how to handle customer inquiries in accordance with industry regulations. In addition to dissatisfied callers, non-compliance with privacy laws and industry-specific protocols can result in severe legal and financial consequences.

To avoid this issue:

• Look for an answering service with documented experience in your industry, such as PTAS's medical answering service. 
• Ask for references and testimonials from similar businesses. You can view testimonials from PTAS’s clients as an example.
• Ensure the service provider understands the unique needs of your callers, as well as your business protocols and preferences.

2. Lack of Training and Quality Control

Some answering services fail to provide adequate training or maintain consistent quality control measures. This can result in:

• Mixing up customer names or information
• Providing inaccurate or incomplete responses
• Failing to capture crucial details during calls

To avoid this mistake, be sure to ask the answering service about its training programs, length of time each answering agent is trained upon hiring, as well as refresher training, specialized training by industry, and quality assurance measures. 

At Pittsburgh Telephone Answering Service, we know that a virtual receptionist is the first point of contact for your business. That’s why we’ve developed a comprehensive training program – spanning a full three weeks – to ensure our team provides unparalleled service, representing your brand and exceeding your clients’ expectations. Our intensive 3-week virtual receptionist training goes beyond basic call handling. We focus on industry expertise, phone etiquette, call routing, call transfer technology, brand voice, and customized solutions.

With in-house Quality Assurance teams, and dedication to individual call agent metrics, we aim to uphold the highest standards in Quality Assurance (QA) and Service Level Agreements (SLAs).

3. Limited Availability and Support

Many businesses make the mistake of hiring an answering service that doesn't offer 24/7 support; yet callers today expect assistance at any time of day or night. Limiting your availability to services that only offer after-hours answering solutions can result in lost opportunities and frustrated clients, and defy the main benefits of hiring an answering service.

When selecting an answering service:

• Opt for a provider that offers round-the-clock coverage
• Double check that they can handle calls during weekends and holidays
• Avoid services that charge extra for after-hours support

At PTAS, our 24/7/365 live answering service ensures that callers can reach your business or organization any time of day or night, in any time zone, even during holidays. We find that round-the-clock availability is a must for our clients ranging from medical and legal to property management and home services such as cleaning and janitorial. 

4. Outdated Phone Technology and Equipment

Using outdated phone technology can mean poor call quality, dropped calls, and frustrated customers. Some red flags to watch out for include background noise or static during calls, as well as frequent dropped calls, disconnections, or technical issues.

Choose an answering service that invests in up-to-date technology and regularly maintains their equipment. 

Pittsburgh Telephone Answering Service has invested in maintaining state-of-the-art technology solutions. Our system is constantly being updated to reflect your business needs. What does this mean for you and your callers? It means faster response time and less time on hold, high reliability and uptime, clearer call quality, minimizing the risk of technical issues, and ensuring that your calls are always answered promptly and professionally.

5. Hiring an Offshore Answering Service for US Callers

Some answering services operate offshore, which can lead to challenges with cultural understanding and local nuances. While these services may offer cost savings and scalability, they often lack familiarity with U.S. customs and expectations. This can result in miscommunications and decreased caller satisfaction. For example, differences in accents, use of idioms, and unfamiliarity with regional references may not resonate with U.S. customers. As a result, your business could appear less credible or even prompt callers to question whether you’re truly local-potentially impacting your reputation.

To mitigate these risks:

• Hire an American answering service such as PTAS
• Verify that your answering service provider has extensive training on U.S. and regional cultural nuances
• Regularly monitor customer feedback to address any cultural misunderstandings promptly

The advantages of choosing an American answering service go well beyond the initial cost savings offered by offshore providers. With a U.S.-based service, you gain a partner who speaks your customers’ language fluently, understands local culture and context, and can represent your brand authentically-helping to build trust and loyalty. A focus on quality is central to everything they do, demonstrated through rigorous quality assurance programs, ongoing performance monitoring, and a commitment to delivering outstanding customer experiences. This investment in quality and cultural alignment often leads to higher customer satisfaction and a stronger reputation for your business.

Don't let common mistakes in answering services hold your business back. Avoid the pitfalls of poor industry knowledge, lack of training, and poor customer experience by partnering with Pittsburgh Telephone Answering Service. Contact us to learn more, request a quote to get started with PTAS.