A telephone answering service is a good option for someone looking for a business to business type of company that can be run from a small space. Basically, you answer phones and take messages for companies during their off time and in some cases page them or dispatch their workers during off hours.
The demand for telephone answering services is growing!!! The advent of electronic answering devices in not even beginning to slow this demand! A great many people are completely "turned off" by the frustration of expecting to talk with a "live person," and having to listen to a recording that advises the caller to leave a message at the sound of the tone. Exasperation of this kind can sometimes cost a business person thousands of dollars in lost profit. Realizing this, today's successful business person wants the personal touch of a friendly, professional "secretary" answering their phones for them.
Getting Started
For under $10,000 you can run your own telephone answering service. It can be from your home or you may wish to rent a small office space. You could hire workers or use family members working in shifts, but you will need someone available 24/7, even on holidays.
First things first, check your local laws about doing this sort of business and any special licenses you may need or taxes to collect. Once you find out your legal requirements, then you need to develop a business plan.
How much money do you have to start? What will it cost you to run this business? Will you need to rent an office or will it be in your home? Will you hire employees and at what rate? How much will the telephone equipment and business related expenses run? Will you need to invest in business furniture or get rentals? How much should you charge a client? How much will you spend on advertising your service? Go in depth about every expense you can imagine that it will take to run this business.
Create a budget and an advertising campaign. When you get the big picture of how much of a financial commitment this will be and you have that money set aside along with an extra fund to help you along before you make your first profit, then you should proceed.
Equipment Needed
Ideally you will want 2 people working at all time in 3 - 8 hour shifts. Your office should be comfortable enough for your two workers who will want a place to sit and a telephone with a switchboard function in front of each of them. You will also want them not only to write out the messages, but to type them into the computer that can forward them to the client via e-mail. For this you will need 2 working computers with Internet access, a computer desk, and the basics of paper, pen, index cards, and a filing system.
One place you can inquire about getting a switchboard is Associated Telephone Answering Exchanges, Inc., Bankers Square, 100 Pitt Street, Alexandria, VA 22314. (703) 683-3770. You can also look at a major office supply store and inquire with them about it. Also, check with your phone company.
You will need to contact your phone company anyway because you will be set up to take in more calls than normal and that may require a special visit to make sure your connections can handle it. You can also ask for a better rate on your phone service.
Anything extra you could supply to give your employees comfort because this can be a mundane job, but it is not necessary to supply comfort in the beginning. Your employees might appreciate a small refrigerator to store snacks and cold beverages, a television or radio can be left on at a low enough level where your employees can enjoy it, but not so loud it creates an unprofessional background to those calling in.
College students, people without much work skills, and parents who may need a flexible schedule can be ideal workers. Just make sure you train them to answer the phone in a professional manner and to take proper notes.
Selling Your Service
Create a business selling package including flyers and a business card. Go in person from business to business and see if they require an after hours phone service. Offer those already using a service a competitive price to outbid whomever they are currently using. Ideal candidates are doctors offices, lawyers, accountants, delivery services, banks, Internet companies that sell things online, taxis, limo companies, basically any business that has M-F, 9-5 hours when their clients may need help beyond office hours.
Running The Business
The employees all need to be proficient in using the switchboard. Most will come with pamphlets on how that particular unit works. Make sure everyone understands it. Also, make sure your workers know how to properly answer the phone. On a switchboard, when a certain button flashes, you will know which client's phone you will answer. Be sure to answer it as if you were actually working for the company.
A dispatch first response could be something like this: "Hello, this is XYZ Taxis Service. How may I help you?"
An after hours message taking response could be something like this: "Hello, this is the answering service for Dr. Feldman. How may I help you?"
Have your workers listen to the person on the other end of the phone and be polite, no matter what the situation. They are not there to solve problems, but to get the basic facts to pass on to the right person. In the case of dispatching, they are to take the required notes and forward it to the worker who will handle the problem or work on their client's needs.
You will want your workers to take both written notes and to type the message on the computer to submit via e-mail as a log of incoming calls made for the client. If there were ever a power failure, you will have written notes you can call over to your client.
Just make sure your client properly forwards the calls when they need your service and they cancel forwarding when they are back at their office.
Record Keeping
Be sure to keep accurate records of your expenses and income. Unless you are fairly confident in your own bookkeeping abilities, you could consider hiring an outside accounting service that not only keeps track of your expenses, income and budget, but can be very helpful at tax time.
