Uncovering the Mystery: The Real Differences Between Answering Services and Call Centers

When it comes to understanding the difference between answering services and call centers, it's important to remember that they may look similar on the surface - both are typically located in offices filled with computers, phones, and operators.

call-center-answering-services

However, the main difference between the two is the type of work they do and the kinds of calls they handle:-

Answering Services: A Call Center Answering Service is typically set up to handle a large volume of different calls. Many operate on a 24/7/365 basis, and agents are trained to handle anywhere from 1 to 3 calls at a time. The calls that an answering service takes are usually short in duration, typically lasting 1-2 minutes. The agents collect important information from callers, such as their name, number, and reason for the call, and then either pass the message along to the business or transfer the call to the appropriate person. Answering services can handle calls from a wide range of clients across different industries, such as inquiries about available apartments, messages for attorneys, and calls for doctors in emergency situations.

Call Center Answering Service: One of the main differences between call centers and answering services is the duration of the calls they handle. Typically, calls handled by call centers are longer, lasting between 5-15 minutes or longer. Call center operators are trained to be customer service representatives, handling everything from billing issues and tech support calls to taking orders for products and signing people up for courses or subscriptions. These calls often require more detailed information and a resolution is expected. Some call centers also handle other types of communication such as email support, online chat, and even outbound calls for telemarketing.

call-center-answering-services

While both answering services and call centers may have similar-looking office environments, the main difference between the two is the duration and complexity of the calls they handle. Both types of operators work off of a script that has been customized to the company they are working for, and customer service is always the focus.


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