What’s The Difference Between A Call Center + An Answering Service?
We receive lots of questions about call center services, so we thought we’d take this opportunity to share some information on the differences between call centers and answering services.
A call center is an office or group of offices set up to handle incoming (inbound) and/or outgoing (outbound) calls for a business. These calls and call center services in general are often related to customer support, customer orders/purchases, customer questions, customer returns or customer complaints.
How Call Center Services Differ
The call center telephone agent is the person you might speak with when you call your credit card company, or your bank, or the number on the back of a clothing catalogue or customer service from your favorite eCommerce website.
He or she is your contact to whatever you might need from that company, and if they can’t help you, they will transfer you to someone who can. These call center phone agents act as the face of the company you are calling.
Let’s Compare Call Center Services To Answering Services
An answering service, on the other hand, is in the business of receiving and answering calls for its clients and then relaying messages by one or more of several means such as text message/SMS, email, recording or live relay.
While answering service agents can sometimes provide basic information such as location, hours or website address, and even perform some important functions such as appointment setting, email marketing or on-call scheduling, they are not in a customer service role in the same way that a call center agent is.
Both call centers and answering services are staffed by professional, trained, friendly telephone operator agents who are proficient in their jobs and who have enormous patience, flexibility and compassion.
Industries We Serve
Giving You All The Tools You Need
Live Phone Answering
Our live phone answering services are staffed by 100% U.S.-based professional telephone agents whose goal is to serve you and your callers in the most professional and friendly manner possible. You focus on what you do best while we handle your incoming calls affordably and capably.
We can relay messages to you and anyone on your team by several means, including SMS/text, live call, email, fax and online at ASC Portal. Every call that comes in is important, and you will never worry about missing another message again when you have a 24/7 professional answering service on your team.
Your callers can make, reschedule and cancel appointments in real-time through our answering service agents and their online appointment scheduling tool. Never double-book or mis-book again when your callers can work directly with the answering service operators to address appointments in an efficient and simple way.
Our answering service clients in areas such as healthcare and service-based businesses are empowered to self-manage their on-call schedules in real-time. It’s efficient, secure and, best of all, easy to use. We love developing answering service add-ons that help our clients better run their businesses and practices.
We Love Our Happy Clients!
You are so wonderful to us. Just keep being there and no matter who’s on call, with you in the gap we can get through everything. We love you guys and so deeply appreciate your professionalism and warm hearts. Thank you!
I just wanted to say what an absolute pleasure it is to be a customer of AnsweringServiceCare. The company I work at is a customer of yours, and your service has been nothing less than exceptional. First off, it is incredibly refreshing to speak to a representative and not an automated voice when I need assistance. I cannot emphasize this point enough! It is so rare to call a company and have that luxury of speaking to a representative and not an automated answering prompt. And, not only am I able to speak with a representative right off the bat, but I have never been on hold for more than a few minutes. Each representative I have spoken with is not only helpful, but they appear to genuinely care and want to solve any problem and/or answer any question. No question or task is beneath them and I think that is the quintessential customer service. Their friendly and positive attitudes are an absolute pleasure to work with. The customer service at AnsweringServiceCare truly stands out in my mind as one of the best. Thank you so much for all that you do – I never dread placing a phone call to you guys!
I just wanted you to know that everything about signing up with your service has been made wonderful by Gine’a. She sent me a handwritten thank you note, and she called me to follow up a few weeks later. When I was busy, and asked for a call back in two weeks, SHE CALLED ME BACK.
I’m floored, just utterly impressed, with the service standard of your company. I wish I started five years ago.
Give Our Virtual Receptionists A Try!
We can explore your integration ideas to boost the power the Answering Service. Contact us today via email or telephone at (800) 430-6511 to learn how we can help your business do more with less.