Receptionist vs Answering Service
As a business owner or manager, you wear many hats: whatever your title, it doesn’t adequately (or fairly) describe everything you do. From managing day-to-day operations to handling customer inquiries, your plate is always full. When it comes to answering phone calls, you may be faced with the decision to hire an in-house receptionist or outsource to an answering service. So we wrote this article to help you make an informed decision for your business.
In-House Receptionists
Hiring an in-house receptionist can provide a sense of security and control. You have direct oversight of their work and they are physically present in your office. In addition, they are another person that can complete other tasks than just answer the phone. However, this approach also has its drawbacks:
-
Higher costs: Salaries, benefits, and training expenses add up quickly; employees are expensive. And with the work market now, you’re likely going to be paying higher than the minimum wage just to keep someone interested.
-
Limited availability: Your receptionist may not be available during off-hours or holidays, leaving you to manage after-hours calls yourself. And if you’re looking for 24-hour coverage, you’re looking for a minimum of three positions (with no unexpected absenses).
-
Distractions: In-house staff may get sidetracked by other tasks, reducing their focus on answering phones.
-
Physical limitations: As much as we might wish otherwise, there’s also a limit to what a single person can achieve. No matter how many calls are coming in at once, or how long they take to handle, there’s still only so many people that can talk on your phone.
Answering Services: An Alternative (Cheaper) Solution
Answering serivces offer a more cost-effective and efficient way to handle your phone calls, but they are limited to what sort of services they can provide. Some of the biggest benefits are as follows:
-
Cost savings: No need to worry about salaries, benefits, or training expenses; billing is usually handled at a per call or per minute basis.
-
24/7 availability: Your answering service will be available to answer calls during off-hours, holidays, weekends, and sick days.
-
Professionalism: Trained professionals handle your calls, ensuring a high level of customer service and attention to detail.
-
Flexibility: Scale up or down as needed, without the burden of hiring and training additional staff. If you run that holiday special, the answering service will allocate the staffing to handle it.
Key Considerations
Before making a decision, consider the following:
-
Your business’s unique needs: Think about your company’s specific requirements. Do you have a high volume of calls during peak hours? Are there certain times when you’re unavailable? What would your receptionist be doing that can’t be done by another employee?
-
Your budget: Calculate the costs associated with hiring an in-house receptionist versus outsourcing to an answering service.
Conclusion
Choosing between an in-house receptionist and an answering service ultimately depends on your business’s specific needs and priorities. By considering the pros and cons of each option, you can make an informed decision that aligns with your goals and budget. If you’re looking for a cost-effective, efficient, and professional solution to handle your phone calls, an answering service may be the ideal choice for your business.
If you’re interested in learning more about us, call us anytime at or fill out our