Telephone Answering Services

This section of our technical library presents information and documentation relating to answering service systems and phone answering services. At Database Systems Corp. (DSC), we offer complete inbound call center and outbound automated phone services. Our inbound call center processes phone calls using our interactive voice response (IVR) system that answers calls without an operator.

Organizations looking to reduce costs and to improve customer service can now contract their inbound 800 answering service and outbound voice messaging programs at our automated call center facility. As designers of call answering systems and phone answering service software, DSC is uniquely positioned to manage your call answering service and 800 number service campaigns saving your organization both time and money. Because our phone answering service software was created in-house, we can deliver comprehensive 800 number outsourcing quickly -- providing you with a competitive advantage in the marketplace. From external database access to web integration including XML messaging, DSC can provide very custom phone applications. Plus you will find our 800 phone service to be quite affordable.

• Introduction
• Getting Started
• Types of Home-Based Answering Services
• How to Obtain Clients
• Your Home Office
• 10 Easy Steps to Organizing Your Business
• The Art of Networking
• Marketing Your Business
• Additional Tips for Success
• Start-up Costs and How to Fund Them
• Getting Help from the SBA
• Financial and Legal Considerations

Your Home Office

Setting up the business in your own home is a matter of knowing how much business you intend to do. If your goal is to generate some extra cash in addition to other work you do, you will only want a few clients and a few phones. Select a room in your house for you to answer these phones. The room should be comfortable, adequate in size and able to support several phones. You may want to use an area in which you can arrange a long table to be set up with the phones arranged on top, the wires underneath. 

If you take on a switchboard, you may still be able to work out of your home. The switchboard will require space and a floor strong enough to support its weight. Your phone company representative can indicate the structural strength necessary to accommodate a switchboard in your home. 

If you anticipate having a vast number of clients, or your residential area will not accommodate the phone lines you need, you may wish to seek out a commercial space to rent. Generally, 350–400 feet should be sufficient space to get started. Current national office vacancy rates are running around 15–17%, so there should be good deals on rent out there for you. The appearance of the building is not very important since you are a phone business—your clients will call, not visit!

In addition to the room for the phones or switchboard, you will want to have some workspace. Many telephone answering services also contract for other jobs to keep busy while the phones are quiet. Services like envelope stuffing, typing, order filling, ad­dressing envelopes or bookkeeping can all be done while operating the phone lines. Maximize your time wisely! Brightly colored walls, proper lighting, carpeting and cheery prints for the walls can make the working atmosphere one in which you (and any employees you might hire) will prosper. Employees will be necessary if you are trying to operate your phone service for lengthy hours. A 24–hour service will require at least three to four employees.

Other employees will be helpful in giving you a break from the phones. In addition, you can use “down time” to your advantage by making calls to obtain more clients. It is hard to call on people if you are at the phone for twelve hours each day.