31 October 2022

What to Look for in a Call Answering Service


When it comes to choosing a call answering service, not all businesses are the same. Here are a few things to consider when looking for a call answering service to support your business.

1. Flexibility with Services

When it comes to supporting a business one size does not fit all. Different industries and businesses will be looking for different types of support. Whether it is part-time or after hours call answering services, you should have several options available to help customize and tailor the call answering service to your needs.

At Answer 365, we offer different levels of service to our clients and we can make adjustments if circumstances change or volume of calls increase or decrease. Flexibility is our primary premise and our service plans reflect that! Whether you are a small growing business or a large established business, we have a plan to support you.

Additionally, Answer 365 provides bilingual customer service that helps you run your business efficiently and with the confidence that your customers are professionally supported. 24/7/365.

2. Has an Established Reputation

When hiring a call answering service, trust is important. One way to ensure you place your business in the right hands is to ensure that the call answering service provider you work with is established and has a good reputation. Make sure to ask for testimonials! Find out if they have worked with your industry in the past and how they can best support you. Learn more about the industries and companies they currently work with and how long their longest customer has been with them.

Answer 365 is one of very few Canadian contact centres that have been in business for over 70 (+) years. We service customers 24/7, 365 days a year in both English and French, processing millions of transactions every year.

3. Is there When You Need Them!

It is important to find out if the company you are trusting to answer your calls is there when you need them – including off peak hours, during storms, power outages and other unexpected times.

With Answer 365 you can choose when we step in. We can be there for your customers all day, every day or only at times when you need us. You can choose a tailored approach to the days and times that we step in and what channels we help with. At Answer 365 we operate 24 hours a day, 365 days a year.

4. Privacy and Security is Taken Seriously

Do you know how your call answering service ensures the safety of your (and your customers’) information? Don’t hesitate to ask what processes and technology they have in place to make sure your data and information is secure at all times.

We know how important security and privacy of information is and we make it a priority to utilize the latest call centre technology to keep information safe and secure at all times.

5. Ensures KPI’s are a priority and monitored regularly

When looking for a call answering service it is a good idea to find out how they track data and key performance indicators. How do they measure success and does that line up with how YOU measure success? Additionally, find out more about how calls are monitored, who monitors them and how they can ensure a positive outcome with every call.

Answer 365 operates with performance targets which include having 80% of calls answered within twenty seconds and an average answer time of less than twenty seconds! We thrive on meeting targets! In fact, we have won the CAM-X (Canadian Call Management Association) Award of Excellence 18 years in a row.

Do you have questions? Get in touch today, we would love to chat with you about the services we offer and how we can help your business thrive all year long!