subject: Why An Answering Service Is Better Than Your Receptionist [print this page] What better way to settle the argument between who's better to delegate your business' answering and order-taking services needs than to make a brief and factual comparison of job descriptions between a receptionist and an answering service call center agent. Factual because these job descriptions weren't just magically pulled out of a hat, but was in fact, taken from legitimate websites.
The underlined job description for the receptionist means a shared similarity (and then some) with the answering service agent.
This is a sample of a receptionists main job tasks and responsibilities taken from http://www.best-job-interview.com/receptionist-job-description.html
Receptionists Job Description
answer telephone, screen and direct calls
take and relay messages
provide information to callers
greet persons entering organization
direct persons to correct destination
deal with queries from the public and customers
ensures knowledge of staff movements in and out of organization
general administrative and clerical support
prepare letters and documents
receive and sort mail and deliveries
schedule appointments
maintain appointment diary either manually or electronically
organize meetings
tidy and maintain the reception area
Key Competencies
verbal and written communication skills
professional personal presentation
customer service orientation
information management
organizing and planning
attention to detail
initiative
reliability
stress tolerance
Answering Service Job Description
This is a sample of an answering service agents' job description taken from http://www.samplejobdescriptions.org/answering-service-job-description.html
Duties and Responsibilities
Answering incoming calls, greeting the callers, providing required information, transferring incoming calls or taking messages as essential.
Operating communication systems like telephone, intercom, switchboard, two-way radio and so on.
Relaying and routing verbal and written messages and placing telephone calls or arranging conference calls as directed.
Routing emergency calls appropriately, paging individuals to inform about the telephone calls, using paging and interoffice communication equipment.
Performing clerical duties like proofreading, typing, accepting orders, sorting mails and scheduling appointments.
Keeping records of all calls placed and the charges incurred, recording messages, suggesting rephrasing for clearness and conciseness.
Monitoring alarm systems ensuring the maintenance of secure conditions. Contacting security staff individuals using radiotelephones, when necessary.
Answering simple questions about businesses of clients, using reference files and completing forms for orders on sales.
Stamping messages with date and time, and filing them appropriately.
Skills and Specifications
Impressive telephone etiquette.
Great communication skills as well as ability to work with others in close manner.
Ability to understand, and execute complex written and verbal instructions.
Exceptional computer skills, good organizing and planning skills.
Able to deliver excellent customer service, externally and internally.
Able to react effectively and calmly in emergencies.
Able to maintain customer confidentiality.
Should work under rigorous pressure and meet close deadlines.
As far as similarities in key competencies and skill sets are concerned, hands down, the answering service call center has the upper hand and then some. Your business is guaranteed that there are no missed calls, messages, orders and sales opportunities because all the phones are manned 24/7. Based on the comparison given it's easy to see that having an answering service call center on your side is like having multiple receptionists but without work-related stress and absenteeism.
Never mind that with an answering serviceyour company could focus more on your core businesses or the cost- efficiency of having one is noticeable, or the other advantages it provides, if you think that your business relies heavily on the telephone solely for sales and marketing purpose, think again. The manner your phones are answered and the way your company conducts its business thru it reflects your organization as a whole. How the operators or agents answering the phone conduct themselves during the call reflects your business as they are the front-line customers will interact with primarily. Your professionalism or the lack of one, can easily translate over the phone, and customers can easily see through it all.
