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Thursday, December 04, 2014
Call Center vs Answering Service: What's the Difference?
Photo Credit: Dano,
Flickr Creative Commons

When it comes to call centers and answering services, there are many similarities between the two; in fact, most call centers also offer answering services. However, there are vastly important differences that can matter for you and your business. How do you decide which one is right for you? Below I will discuss some of the similarities and differences that could end up saving you time and money.

First, it is important to note that both call centers and answering services provide a live person answering a telephone call rather than an automated, computerized voicemail. Typically a local phone number and fax capabilities are also provided through both.

Answering Services

Answering services can take messages, page on-call staff and redirect inquiries with some employees handling multiple calls all at the same time. They can also help dispatch emergency workers for medical or other on-call emergency services. Usually answering services work with specific marketing segments and handle smaller duration phone calls.

Call Centers

Many call center employees are also trained to specially handle inquiries for a specific company. Call centers can help with order processing, selling products by telephone or Internet, and they can process PCA-compliant credit card transactions. Some call centers can even help customers register for events. Usually call centers deal with large sections of bigger businesses and have longer duration phone calls.

So, which option is best for you and your company? Usually answering services are better suited for smaller clients, while call centers can handle larger companies. With that being said, only you can truly answer the question of what would work best for you.