Q. What issues/problems were you facing with your phone answering?
When I first started my business, I had a full-time receptionist, but this left me with no cover when this member of staff had holidays, sick leave or unauthorised absences. There were other HR issues that made employing a person directly in this role complicated. I moved to a small telephone answering company about 7 years ago.
The company that I used initially were very small, but after a few years they were taken over by a large company and at this point, the service deteriorated significantly - calls regularly weren’t being answered and there was no proper training for the large number of receptionists employed, so they were unable to give my clients correct or useful information, and there was no accountability for the poor service. Once I found The Call Answering Company and moved over to them, this all changed and the service I have had has been fantastic.
Q. How has The Call Answering Company helped?
They have been amazing. Led by Sam and Emilie, all the team members have been trained well and have really taken the trouble to understand the nature of my business do so much more than just answer the calls. They book appointments efficiently, manage sensitive information appropriately and know when to arrange for me to ring someone back. They allow me to run my business flexibly without having to rely on a permanent receptionist.
Q. What have been the benefits to your business?
A call answering service is more cost-efficient that employing a permanent receptionist, so this saves my money. In addition, more of my calls are answered, meaning that my business has improved and I can be confident that my clients are being given sensible information and advice. This leaves me to focus on the day-to-day running of my business – as well as take some much needed down time – in the knowledge that my clients’ calls are being handled competently .
- Dr Victoria Heath, Beard Mill Clinic