If you have been thinking about turning over your phones to a phone answering service, you may understandably be worried about ensuring good quality.  You don't want to go with an agency that upsets and alienates your client base.  You can't afford that in this economy, so you need to be sure that you get an agency that can really do a good job for your business.

To separate the 'Okay' from the 'Excellent', there are a few key data points you need to evaluate.  These data points will help you know if a company can really deliver on its promises.  You can find out the information you need using the questions below:

Where are they based?

For an American business, you want to be sure that your phone answering service is also based in the USA.  Indian call centers may be price competitors, but even a quick conversation with your customers will let you know that they don't want to talk to anyone who is hard to understand or misunderstands the English language.  For the best results for your business, you want an agency where all operators speak English as a first language and the operation base is in the US.

How many operators are available?

Many former secretary types are striking out on their own as solo services, but for your business you want to be sure that your phone answering service has more than one operator.  This ensures that your customers don't get put on hold for long periods of time.  It also helps with business continuity, as having multiple operators means that there are not gaps in service due to illness or vacation days.

What is their client load?

Naturally, you want a service that has a good reputation and is in demand.  However, you don't want a service that is so over booked that they can't give your business the attention it deserves.  You want an agency that manages its client load to offer quality service to your business first and foremost.

What is the total cost?

The point of a phone answering service is to provide a cost effective solution to your business needs.  You don't want to hire any agency that costs more than simply hiring more on-site staff.  Work with your service to find a contract that gives you the service you need at a price that helps you keep your operating costs low and your profit margins healthy.