Know before you buy a phone answering system

Written by Meg C.

In the past, the only way a small business could make sure its phones were answered was to hire a receptionist who would handle the task. Today, technological advances have made it possible to have an automatic phone answering system handle all your incoming calls before sending them to the proper destination. For many small businesses, the cost of a phone answering system is well worth the benefits.

Overview of a phone answering system

The typical phone answering system works by automatically answering customer calls and directing them to the proper departments. This is often referred to as an auto-attendant. Calls are moved to the right department or person through prompts answered by the customer. Once the customer reaches their desired destination, their call is either handled by an employee, sent to a voice-mail system, or answered by a prerecorded message appropriate to their inquiry.

It can be tempting to overuse a phone recording system to deliver canned messages without involving employees. Keep in mind that messages delivered by a phone recording system are best used for basic information such as hours of operation, directions to your location, and Web site addresses; customer service-related calls should always be answered by a live employee when possible. Voice mail should be used when an employee is not immediately available to answer a call, but will be able to return the call within a short period of time.

Pros and cons of a phone answering system

One of the key benefits of a phone answering system is its cost. You save money through not having to hire a switchboard operator or receptionist. Such a system is also very reliable; it won't call in sick and it seldom has bad days.

One of the cons of these setups is that they are not always popular with customers. Many people complain about automated systems that send them through endless loops of prerecorded options. A customer will usually prefer to talk to a person. A company can minimize the inconvenience to their customers by making sure that the menu options are clear and concise, that the number of steps is kept to a minimum, and that all roads end at either prerecorded, helpful information or an employee.

What to look for in a phone answering system

There are three things a business should look for in a phone answering system:

• Compatibility. Is the system compatible with your current phone system? If not, are you willing to make an investment in your phone system so that it will work with the phone answering system? If you have systems that are not fully compatible, you could experience some frustrating glitches that could cause decreased employee and customer morale.
• Reliability. Does the vendor have a backup plan for any system outages? How will customer calls be handled in the event of one? If the vendor doesn't have a backup plan, and you don't know what will happen to customer calls in the event of an outage, you should find another vendor.
• Reputation. You should check with the Better Business Bureau to see if a vendor has a significant amount of complaints. You should also locate other businesses that have the system you are looking at and discuss what type of experience they've had with the system.

Making sure you perform the proper research and that customer needs are still your top priorities are both vital to making sure that your investment pays off. When you're ready to buy a phone answering system for your business, start with BuyerZone's free request for quotes service and we'll match you to the best dealers in your area.