How Answering Services Work: A Complete Guide for Your Business

What is an Answering Service?

An answering service is like having a dedicated team that handles your business’s calls. Instead of letting calls go to voicemail when you’re busy or out of the office, an answering service ensures that every call is answered by a live person. No missed opportunities, no frustrated customers.

PATLive, for example, specializes in live answering services where real US-based professionals answer your calls. Whether it’s taking a message, scheduling an appointment, or answering FAQs, an answering service works behind the scenes to keep your business running smoothly.

What Can an Answering Service Do for Your Business?

Answering services aren’t just about answering the phone—they can handle a variety of tasks that make running your business easier. Here are some key ways they can help:

1. Handle Different Types of Interactions

A great answering service can do much more than just take messages. They can:

• Schedule appointments
• Provide customer support
• Handle emergency calls
• Process orders
• Qualify leads
• Screen and forward calls
• Handle calls in English or Spanish
• Answer frequently asked questions
• And much more!

Whether a customer is calling to book a service or simply ask about your hours, an answering service ensures that every interaction is handled professionally.

2. Provide Flexible Coverage

An answering service offers flexibility, which is critical in today’s business environment. They can handle:

• After-hours calls: Never miss a call when your office is closed.
• Overflow management: Manage calls during your busiest hours.
• 24/7/365 service: Keep your business accessible around the clock, ensuring you never miss a potential lead.

By being available when your customers need you most, you enhance customer satisfaction and loyalty.

3. Follow Up

After every call that a virtual receptionist takes for your business, they follow up with you to make sure you’re always in the loop. Whether it’s through email or a push notification sent right to your cell phone, a good answering service ensures that you get all the details of every interaction. This way, you can stay informed in real-time, no matter where you are, without having to worry about checking in. It’s like having your own personal assistant who makes sure nothing slips through the cracks.

Cost Savings with an Answering Service vs. Hiring In-House

One of the biggest advantages of using a professional answering service is the cost savings. Hiring an in-house receptionist might seem like the ideal solution, but when you factor in salary, benefits, training, and the costs of providing a workspace, the expenses can add up quickly.

• Salary and Benefits: According to estimates from Salary.com, the average salary for a full-time receptionist in the United States is between $36,016 and $45,245 per year. On top of that, you’ll need to consider benefits like healthcare, paid time off, and retirement contributions, which can easily add another 20-30% to that cost.
• Training and Overhead: New hires require time and resources for training, and you’ll also need to provide a dedicated workspace, phone system, and other equipment. These overhead costs can add up, especially for small businesses.
• Missed Opportunities: A receptionist is only available 40 hours per week (if you are lucky!), not including vacations, sick days, breaks or even just being on the other line, etc.  18% of weekday calls and 41% of weekend calls go unanswered…and unanswered calls means lost revenue, as most potential customers won’t leave a voicemail and will simply call the next company on their list. 

With an answering service like PATLive, you get all the benefits of having a professional and well trained virtual receptionist at a fraction of the cost. There’s no need to worry about salaries, benefits, or training. You only pay for the services you need, and with 24/7 coverage, you get more flexibility than a single in-house receptionist could provide.

By outsourcing your call handling, you can save money while still ensuring that your customers receive excellent service.

How PATLive’s Answering Service is Different

What sets PATLive apart? Beyond the fact that we’ve handled millions of calls since 1990, it’s the high level of customization and the ability to integrate seamlessly with your existing business systems. For example, PATLive can use your current CRM or scheduling software, like Calendly or Jobber, to manage clients and book appointments directly. This eliminates extra steps for both you and your customers, making the process more efficient and smoother for everyone involved.

PATLive also takes customization to the next level by working closely with you to create specific call flows and scripts for receptionists to follow. This ensures that every call feels like an extension of your brand.

And if your business needs something more than just answering calls? No problem. PATLive can also handle web chats directly from your website. This means that your customers can reach you through their preferred channel, whether it’s a phone call or a web chat, and still receive the same high-quality service.

How Does Our Answering Service Work for Your Business?

So, how does an answering service like PATLive work on a day-to-day basis for your business? Let’s break it down:

1. Setting Up Your Service

When you sign up for PATLive, your sales representative will help you pick either a local or toll-free phone number that is unique to your service. You’ll go through a straightforward onboarding process and you’ll work with a specialist to create scripts, set up call routing, and ensure that the service fits your business needs. It’s really easy to get started, and before you know it, you’ll have a fully operational answering service supporting your business.

2. Day-to-Day Operations

Once your service is up and running, PATLive virtual receptionists will start handling your calls according to the scripts and guidelines you’ve set. They can take messages, transfer calls to the appropriate department, or even route emergency calls as needed. You can even indicate in real-time how your calls should be handled by using our mobile or web apps.

And it’s not just about phone calls—PATLive also manages web chats directly from your own website, giving you an extra layer of communication with your customers.

3. Call Recording with Tresta

While PATLive doesn’t currently offer call recordings, you could choose to use Tresta, an easy-to-use virtual phone system, to handle that for you. Here’s how it works: The caller dials a virtual phone number provided by Tresta, which then bridges the call over to your unique PATLive phone number and records the interaction seamlessly. The call recording would then be instantly available right from Tresta’s mobile or web app. Tresta also offers features like outbound calling and text messaging from your virtual number, so you get a full communication solution. Plus, it’s really affordable and comes with a free trial.

Why Your Business Should Consider an Answering Service

In today’s fast-paced world, customers expect quick responses and seamless interactions. An answering service like PATLive can provide just that—24/7 availability, customizable scripts, and multi-channel support through both phone calls and web chats. Whether you’re looking to enhance customer satisfaction, streamline operations, or simply never miss a call again, an answering service working for you can make a world of difference.

Get a 14-Day Free Trial with PATLive

An answering service can be a game-changer for your business, providing reliable and professional support around the clock. With PATLive, you’re not just getting an award-winning service—you’re getting a team that’s dedicated to helping your business succeed. But you don’t have to take our word for it, just look at what our customers are saying.

Why wait? Try PATLive’s answering service today with a 14-day free trial and see the difference it can make.