What are the Main Differences Between Call Centers and Answering Services?

“Call Center” and “Answering Service” are frequently used interchangeably. However, there is a noticeable distinction in how each answers incoming calls. Although they both answer phones when you’re unable to, call centers and answering services operate very differently. The main distinctions between live phone answering services and call centers are outlined in this blog.

The Call Center Concept

A call center agent is typically employed exclusively to answer calls, take messages, and dispatch communications to the appropriate person or group. They are usually used for telemarketing and order-taking because they are extensively trained to handle high call volumes.

Large businesses that have a lot of calls and orders to process each day, like retailers, might benefit significantly from this kind of service. Many companies establish internal call centers which is a heavy burden on the payroll line.

Agent Duties That Are Typical in a Call Center

  • Collect a vast amount of data in a secure database.
  • Doesn’t perform administrative work because of the volume of calls received.
  • Facilitate orders, work orders, support tickets, etc.
  • Work within a sizable workforce.
  • Promptly answers and handles as many calls as possible during their shift.

Important KPIs When Utilizing a Call Center?

The average time to answer is one of the most essential metrics that call centers use to measure success. This KPI indicates the number of seconds it takes to answer a call. The industry goal is to answer calls within a reasonable number of rings, typically two to three, depending on your industry.

The service level is defined as the number of calls answered before the predetermined number of rings. A well-established call center can consistently reach 80% of this service level.

Call resolution is another key performance indicator for call centers. After the initial call or chat, callers should be getting the assistance they need—that is, getting their issue resolved—or do they need to contact someone else to receive the help they need? Industry norms place this figure between 70 and 75 percent.

The Answering Service Comparison

An answering service differs slightly in that it emphasizes personalization. An answering service is more frequently utilized by companies that gain from having “high-touch” interactions with clients.

In addition to taking messages, call agents employed by answering services act as client representatives or administrative assistants while concentrating on individual calls. Agents may receive training on industry terminology in certain situations.

For specific clients, answering services can act as “virtual receptionists.” Even while call answering is typically outsourced and might be located anywhere in the nation, it provides a high level of customization for every caller.  

AnswerPro Has Got You Covered

An answering service’s call agents usually aren’t focused on “churning” through calls rapidly. Instead, they receive training on being your company spokesperson, which builds confidence with every caller and improves your reputation.

With AnswerPro, you will immediately notice the telephone answering service difference. Call us today at 877-573-6981 to find out how we can be an extension of your team!