Starting an Answering Service

Starting an answering service is not difficult or too expensive. There is a growing demand for telephone answering services as customers get increasingly frustrated having to talk to machines rather than real people!

Businesses are aware of the amount of potential business they lose as a result of this and are contracting answering services to deal with customers when they are unable to and to provide that personal touch.

• Decide on the hours you are able to work The hours a business needs an answering service for can vary considerably. Some businesses need their phones to be answered during business hours because they do not have the resources or are busy with jobs and unable to take calls during working hours. Other businesses may only require an answering service for after hours and weekends. Often businesses need their phones covered for extended hours such as 8.00am to 8.00pm. You can enter this business at any level you choose. However the hours you commit to must work with your family schedule - you cannot pop out to fetch kids etc when you are supposed to be answering calls.
• Decide on the range of business services you will offer When starting an answering service it is important to clearly list the different services you can provide. The more services you offer the more you can charge each client. A basic answering service answers incoming calls and takes messages for the client. These messages are then generally sent via computer to the client. However this can be expanded to include order taking, providing pricing information, a message delivery service where you call people for your client and deliver messages, appointment scheduling where you set up appointments and meetings for the client, a beeper service where you take the call and page the client, and conducting surveys on behalf of the client. You can also provide secretarial services such as typing, envelope addressing and stuffing and data capture.
• Research the type of equipment you need This will depend on the type of answering service you offer. You need to be set up properly for the number of calls you are likely to be taking. If you are just taking incoming calls for a couple of clients you may only need one or two additional land lines. For multiple clients up to about 10 you could purchase a multiple line phone system that can handle up to 10 lines that can be marked with each client's name. For a much larger volume of clients, when your business employs additional operators, you can invest in buying or leasing a switchboard system. When starting an answering service business you will need a computer with a high speed internet connection for message delivery.
• Find out how many lines you can install You need to find out what the rules and regulations are that govern a home based telephone answering service in your area. Check with the phone company to find out how many extra lines you can obtain. Also check which small business license and permits you may need. Go to Small Business Licenses to find out how to do this.
• Select a business name Choose a good business name that is both memorable and catchy. You will need to do this before developing your marketing and promotional material. Your business name must clearly describe what you do and how you do it. Go to Business Name Ideas to help you.
• Draw up a marketing plan Consider how you are going to get clients when starting an answering service from home. Go to Starting a home based answering service to get good ideas and advice on how to find clients.

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