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.
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.
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.
We work closely with medical, healthcare, dental, and veterinarian practices throughout the U.S. Whether it’s nights, weekends, after-hours, holidays or right in the middle of the weekday, your callers and patients will reach a U.S.-based human medical answering service operator who knows how to help.
From solo legal practitioners to full-size law firms, we provide premier legal answering services with a smile. Whether you’re in court during the day or out of the office nights and weekends, we are here to help you and your clients.
In the world of funerals, there are no standard “business hours.” Your callers need to know they are getting the utmost level of understanding and compassion, no matter what the time of day, and our funeral answering services are the best in the industry.