How does a live answering service work?

cular service right from the get-go.

What is an Answering Service?

If you have never used a phone answering service before, then you may not be sure what one is. Traditional answering services tend to deal with outbound calls and inbound calls. In this day and age however, a live answering service can reply to your answer all of your incoming calls, answer FAQ's and give directions to your callers. If you are thinking about hiring a virtual service like this then you should know that agencies tend to go by various names, and a lot of this comes down to the services or capabilities they are able to offer.

Internet Answering Services

When you go through an internet answering service, you will soon find that they aren’t like a traditional answering service. An internet service like this will provide you with email support, or chat help. They can also offer you other types of internet support, but they usually won’t connect you with a live agent.

Virtual Office Service

A virtual office service can mean many things. Generally, the term is used to describe a virtual address that you can use for your business to make you look bigger and more professional. Virtual office services will collect your mail and parcels and either hold them there for you to collect or forward them on to a separate address. Many virtual offices will also have meeting room facilities that you can hire on a short term basis if you want to meet with your clients.

Virtual Receptionist

A virtual receptionist agency will perform the same tasks that any normal, office receptionist would. The tasks include answering calls transferring people and even giving out information a caller may need. This can include office hours or even location.

Automated Answering

An automated service like this will not use any live agents. Instead, they will base their entire service around voice responses. They are not a traditional answering service, but they will allow customers to leave a message, or go through a series of prompts to try and find the information that they need. You may have been through this kind of service yourself before if you have ever been instructed to press 1 for option A, or press 2 for option B.

Call Centre

You may be familiar with the idea of a call centre. It doesn’t matter whether you love them or loathe them because they can provide a very valuable service if you are a company and need to have an external live operator who can handle a large volume of calls. A lot of people think that telemarketers provide the same service as a call centre, but that’s not the case. A call centre can help customers with technical support and they also act as a line of communication between a company and the customers they have.

What is the Purpose of an Answering Service?

An answering service will exist so that calls can be answered and so information can be passed on effectively. There are so many benefits to these types of agencies, and one of them is the fact that they are able to provide top-quality service to businesses who might not have the financial resources required to hire a team in-house.  On top of this, business owners tend to be far too busy to handle the calls themselves. If you are a plumber, electrician or even doctor on the other hand then the answering service gives you the chance to take calls without having to worry about losing business to a competitor.

What are the Benefits of a Live Answering Service?

There really are so many benefits to hiring a virtual answering service. If you have never even thought about hiring one before, then now is the time for you to change that. If you want to find out more then take a look below.

Easy Scheduling

A live answering service is a must-have if you rely on people making appointments. This is especially the case if you are a lawyer, medical officer or anyone else of the sort. Receptionists can easily book clients in, and add appointments right to your calculator. This means that you won’t have to worry about scheduling or double-booking your clients.

Never Miss a Call

It doesn’t matter what is going on in your world because if you happen to experience a power outage or if you have a bad storm then you may find that all of your connections end up going down. This can be frustrating because it means that you have absolutely no way of updating your clients. If you want to get around this then a live answering service can certainly help you out. When you have a concerned customer, a friendly receptionist will be able to handle their concerns while also closing sales. They are there to represent your company and they can also give you a professional cover during your times of need.


When you hire a live answering service, your customers will call in and move through the process. They will need to state the reason why they are calling, with the option to connect to the right department. A system like this will increase the efficiency of your whole process and all of your basic requests will be handled. You will also find that they can schedule appointments, answer questions while giving your employees the chance to focus on much higher-level tasks.

Specialised Customer Service

The best system will handle basic enquiries while also being able to feature specialised services. Receptionists can be trained to speak with your clients, and they can also take on-board the personality of your brand. A high-end service will represent the heart and soul of your brand, while also giving you the chance to make a positive lasting impression.

No Training Required

Another thing that you should know about live receptionists is that they are already fully trained and experienced in dealing with thousands of customers. They have also worked with many different companies in the past, so you can feel confident knowing that they will not only meet your business needs, but also exceed them. Of course, the great thing about a live receptionist is that you will be getting a real agent, but you won’t have to worry about training them. When you hire someone in-house, you need to make sure that they are trained to the standard you require and you also need to teach them how to use the systems you have as well. This can be costly and time-consuming, not to mention that you will also have to pay for things like their insurance and holiday days. If you are a small business then this is impractical, and impossible if you don’t have a big budget.


Your customers might find it frustrating to try and contact your company, only to find that your offices are shut. This means that they can’t find out more about your service, or even place an order with you. Luckily, a live answering service can help you to avoid all of this by providing you with an around-the-clock service. This ensures that even if your business is closed for the day, your clients are still able to make appointments and they can still place orders with your company. Sure, you might think that they can just do this through your site, but at the end of the day, sometimes people want someone who they can talk to as opposed to doing it over the internet. This is especially the case if your customers are not too technology-savvy.

Setting up a Live Service with Virtual Headquarters

If you want to set up a live service then there are a few steps that you need to take first:

1-     The Call

The receptionist will take a call for your company.

2-     Greeting

You can then set a greeting that your receptionist will use when taking calls.

3-     Your Instruction

Your receptionist will tell you about the call, and you can choose whether or not you’d like to get the message taken or sent as an email.

4-     Additional Features

It’s very easy for you to add additional features to your package. Simply contact us to find out more.


So there really are many benefits to hiring a live answering service and if you follow the above tips then you will soon find that it is easier than ever for you to not only get a professional service, but to also give your customers a much better experience. If you want to sign up then simply click this link. You can also contact us if you want to find out more, we would be happy to talk to you about anything you might need to know.