Many emergency damage restoration companies offer 24/7 emergency response services. But realistically small businesses cannot be open 24/7, so these companies utilize an after-hours answering service to field emergency calls while still growing their restoration company. 

An after-hours answering service is a service provided by a third-party company that handles incoming phone calls for businesses outside of their regular business hours. When your business closes for the day, your phone lines can be forwarded to the after-hours answering service. Trained operators or agents at the service will then answer the calls on your behalf.

The primary purpose of an after-hours answering service is to ensure that customers can still reach the business and receive assistance or information even when the business is closed. This helps maintain good customer service and ensures that potential leads or urgent issues are not missed during non-operating hours. However, not all answering services are the same. If you aren’t careful when choosing an answering service, they could actually cause you to lose out on leads.

What To Look For in an After-Hours Answering Service

• 24/7 Availability: Make sure the answering service operates 24 hours a day, seven days a week, including weekends and holidays. This ensures that your customers can reach your business whenever they need to, regardless of the time.

• Live Agents: Opt for a service that employs live operators rather than automated systems. Human agents can provide a more personalized and empathetic customer experience, making your customers feel valued and understood.

• Industry Experience: Look for an answering service that has experience working with businesses in the damage restoration industry. Familiarity with your field can result in better customer interactions and smoother handling of specific questions.

• Customization Options: Make sure the service can be tailored to your business needs. This can include script customization, call forwarding preferences, message delivery methods, and handling special requests.

• Call Quality and Training: Ask about the quality control measures and training processes the answering service uses for its agents. You want to be confident that the operators representing your business are professional, well-trained, and capable of handling various situations. You can even ask to listen in on call records to make sure the calls are being handled the way you want.

• Message Delivery: Check how the service delivers messages to you. Whether it's through email, SMS, phone call, or a dedicated app, choose the method that aligns with your preferences and ensures timely communication.

• Scalability: If your business is likely to grow, choose an answering service that can easily scale with your needs without compromising on quality.

• Reviews and Testimonials: Look for reviews and testimonials from other businesses that have used the answering service. Feedback from existing clients can give you valuable insights into the service's performance and customer satisfaction.

• Cost and Contract Terms: Understand the pricing structure and any hidden costs associated with the service. Review the contract terms carefully and check for cancellation policies, service level agreements, and any long-term commitments.

Is Your After-Hours Answering Service Doing More Harm Than Good?

While after-hours answering services can be beneficial for many businesses, there are some potential problems or challenges that may arise. These can vary depending on the specific service provider and the needs of your business. Some common problems with after-hours answering services that we’ve seen include:

Lack of Personalization

Since after-hours answering services often handle calls for multiple businesses, there may be limitations on the level of personalization and familiarity with your company's specific services. Make sure to provide clear and detailed instructions about how your phone calls should be answered. This should include scripts for answering the calls, and details about how to answer specific questions from potential leads.

Miscommunication or Inaccurate Information

Despite training, operators at the answering service might misunderstand the caller's message or provide incorrect information, leading to potential customer dissatisfaction or misinformation. This is why it is so important to make sure you choose a service that has experience and knowledge of the restoration industry. 

Language Barriers & Call Quality

If the answering service operates in a different country or region, language barriers could arise, potentially causing misunderstandings and frustration for callers. We have seen many instances where potential leads ended up hanging up because they could not understand the person on the other end of the line.

Delayed Response Times

Although the goal is to provide prompt assistance, there might be instances where response times are slower than desired due to high call volumes or limited staff during certain hours. Keep an eye on your calls that are coming in after hours. If the ring time is longer than 60-90 seconds, its time to look for a new answering service.

Call Forwarding Issues

If calls are forwarded to the wrong on-call personnel or if there are technical problems with call forwarding, urgent matters may not be addressed promptly. The last thing your client wants is to be transferred to multiple people while they are experiencing a damage emergency.

Maximize Your Marketing Efforts

You spend good money on your marketing and advertising efforts, which is why you deserve to close on your leads! To avoid these potential problems with answering services, it’s important to thoroughly research and choose a reputable after-hours answering service provider with experience. Communication, regular feedback, and training sessions with the service provider can also help improve service quality and address any ongoing issues. For more tips on maximizing your marketing efforts, visit our marketing tips blog.