If you’re currently considering the use of a small business answering service in your business, there are a few things that you should know. Read on to learn how to avoid being ripped off with unnecessary, additional costs.
Implementation Costs and Cancellation Fees
For an answering service to set up your system and assign you a number, they may charge a set-up fee. Getting your system up and ready to go, and ensuring that all your staff know how to use it can take some time (so this step is an investment in time, and not just money). Some will even charge you a cancellation fee.
Call Answering Costs
There are various ways that an answering service charges its customer.
- Per message sent to customer
- Per call answer
- Per minute
Many services also offer packages and incentives based on minutes or calls per month.
Some providers don’t charge for cold calls or sales calls, but if your business receives an excessive number of them, however, you may need to pay a percentage if it’s over an agreed amount.
Once your message has been taken, the provider will relay it to you via text or email. Some will charge you if it’s a text, and maybe even an email.
Call Diversion Costs
Another cost to take into account is the cost of diverting your calls from your cellphone or landline to your telephone answering source. If a customer calls you and the call is being diverted, you will be charged for the call. So you’ll want the service to answer your calls efficiently and quickly. One option would be to use the number assigned to you by the answering service as your primary number, so that your calls aren’t diverted.
Forwarding Costs
If you want the service to patch your calls through to your staff, such as a virtual assistant, you will be charged for the calls. They will offer a rate both for cellphones and landlines. Make sure to check what rate they charge, as well as if the calls are charged on a partial- or full-second rate.
Monthly Management Fees and Minimum Number of Calls
Some services will impose a minimum spend, or alternatively, charge an account/management fee, as well as the additional fees. Make sure to ask about these fees, and about any additional fees, in general.
Conclusion
To wrap up, you should avoid focusing too much on the per-minute cost of the call advertised in the headline. Always make sure to note any additional fees, so you can work out the actual cost of each call. Some call providers will include a free trial, which will help you get an idea of how much you would be spending with that particular service. Just remember that when you do decide which service to sign up for, you should have a good understanding of the contract, in terms of how long you’re committed to the service for, and the length of notice you would need to give them should you ever decide to cancel.
