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Glossary

List of Call Centre Terminologies

What is answering service?

An answering service is a business service that manages incoming telephone calls on behalf of a company or individual. The primary purpose of an answering service is to handle calls during times when the recipient is unavailable, ensuring that callers receive assistance, and information, or have their messages taken. This service is particularly beneficial for businesses that may not have the capacity or resources to manage their phone lines 24/7.

Key features and functions of an answering service include:

1. Call Answering: The answering service personnel answer incoming calls using a script or guidelines provided by the client. They can handle general inquiries, take messages, or provide basic information as needed.

2. Message Taking: One of the primary functions of an answering service is to take messages from callers when the intended recipient is not available. These messages are then relayed to the client through various means, such as email, text, or voicemail.

3. Appointment Scheduling: Some answering services offer appointment scheduling services, allowing callers to book appointments, consultations, or services during non-business hours.

4. Call Forwarding: In some cases, an answering service can transfer important calls directly to the client or designated personnel based on predefined criteria. This ensures that urgent matters are addressed promptly.

5. Emergency Response: Answering services are often used by businesses that provide emergency services. Callers can reach a live operator who can dispatch emergency services or provide relevant information during critical situations.

6. Virtual Receptionist: An answering service can serve as a virtual receptionist, providing a professional and friendly voice to greet callers, route calls to the appropriate department, and handle routine inquiries.

Businesses in various industries, such as healthcare, legal services, real estate, and small businesses in general, frequently utilize answering services to enhance customer service, maintain professionalism, and ensure that important calls are never missed. Answering services can be particularly valuable for businesses that operate outside regular business hours or for those looking to manage high call volumes efficiently.


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