EasyIVR Tech Library
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.
Work-From-Home: Answering Service Businesses
Marketing Your Answering Service Business
While networking can be an effective
marketing tool for you, it is not the only way to put your name and services in
front of a potential client. Further, many individuals do not like the practice
of networking and would prefer to solicit prospects in another way.
Marketing is a collection of
activities that helps you to obtain business. These actions may involve
advertising, direct mail, press releases, public appearances, promotional flyers
or brochures. Your services will not be contracted unless people know about
them. This is where marketing is useful. Marketing should create an image for
you, preferably one that is professional and encourages individuals to look
further into what you have to offer.
Marketing is also about understanding
what your base of potential clients is and where they are located. Narrowing
down your scope of marketing to concentrate on the people most likely to
contract for your answering service requires thoughtful analysis. For example,
you could begin by focusing on just sole proprietors at first. These are people
most likely to be working away from their business and in potential need of
There are numerous media outlets to
advertise your services. It costs money to advertise in newspapers or to send
brochures out to targeted potential customers, so gauge your budget accordingly
when selecting your marketing outlets. Radio and television advertising also
carry a price, but can be very effective in reaching a broad number of
Your marketing pieces -- whether a
brochure, advertisement or commercial – should convey the importance of your
business, the list of services you offer, and the reasons you provide your
A brochure can provide a professional
image for you while serving functionally to explain the services you provide. It
should be simple in appearance and easy to read and absorb. Be informative
without being wordy. Anticipate and answer the questions someone might have
about your type of business, such as how many hours per day your service will
The brochure layout is usually a six
panel, front and back 8 1/2 X 11 inch sheet of paper. The panels
- A cover indicating your
business name, address, telephone number and logo;
- First inside panel describing
your business and who a good prospect for your services would be;
- Middle inside panel should list
your services and a brief description of each;
- Third inside panel should
provide a list of testimonials from others who have used your service,
or, if new, from network contacts willing to describe your phone voice,
organizational skills and reliability and put their name and business
next to their quote;
- Middle outside panel should
contain a brief biography of yourself and your credentials along with
any partners or other employees you may wish to highlight; and
- Final outside panel that will
be designed as a self–mailer with your return address on it. You will
mail the brochure using this panel as your envelope.
should write the copy for your brochure, but get some help laying it out from
either the graphic artist who designed your logo or the printer who will be
printing the marketing piece. Using two colors and minimal design should keep
the price of producing these mailing brochures very reasonable. The brochure
can also be used as a handout piece. It adds credence to your business
venture and lifts you above those others who do not bother investing the money
in this important marketing tool.
can also put your name and service out to a variety of people. A classified
advertisement offering your services may initiate some phone calls, but a
larger display advertisement is more likely to draw your potential prospect’s
attention. Your advertisement should be written to attract the eye of the
reader. The headline is the most critical part of the piece, and this will
either invite the reader to keep reading or to go on to the next page.
service is to help a business avoid losing money by having that personal
contact when someone calls their office. This concept is what your headline
should incorporate, such as “How to Make Your Business More Profitable” or
a similar theme.
buy most often for emotional reasons. You are selling a service. Thus, the
advertisement you create must have an emotional pull that can convince a
person to call you for more information. An advertisement simply listing your
services will not generate the response you want and need. However, if the
emotional enticement is to help a business financially, to provide that human
touch in a mechanized world, you will have a better chance of attracting
remainder of the advertisement can list some details about you and the
services you provide, but the headline remains focused on emotion. Certainly,
you can continue with the emotional copy throughout the piece, mixing in some
of the important details. The better story you tell, the better your response.
However, the headline will cause people to read the story. A poor headline
will send most readers elsewhere and a good story will remain unread.
positive! List the benefits of working with you, not the disadvantages of
passing up your services. The headline should concentrate perhaps on SAVE
THOUSANDS OF DOLLARS TODAY rather than AVOID LOSING THOUSANDS IN YOUR
BUSINESS. There are professional ad agencies and copywriters who can assist
you in getting it right. It may be worth the price to put an ad together that
generates substantial response rather than saving the money, writing the ad
yourself and seeing little or no reaction to it.
effective ads tell us enough information, but leave the reader curious to know
more, thus inviting the person to call in. Once you have the person calling
in, you have an excellent chance to turn that prospect into a client. After
all, it is your phone voice and manner that you are trying to sell, isn’t
it? Here, the individual will get a first hand chance to see how their own
clients will be handled should you strike up a deal.
advertisement in your local newspaper or other smaller community
publications. Try radio advertising. It is a cost–effective way to reach
people you may never get to contact otherwise.
marketing option for you is direct mail. You can generate some incredible
responses here, but if you are going to undertake the expense of a direct mail
operation, you should certainly secure some assistance from professional
copywriters to get the most “bang for your buck”. Postage costs alone are
high with direct mail so you need an effective piece.
mail is tricky, because you must get your message across with a minimum of
words. The direct mail piece is meant to entice a prospect into calling for
more information. Stay focused on this. If you try to do too much, few (if
any) people will read your piece and respond. The importance of immediate
action must be emphasized. The piece is meant to motivate the prospect to act
now, today -- not tomorrow, next week, or next month. Effective wording can
accomplish this motivating technique.
mail can help you reach thousands of people you could not call yourself. It
expands your capacity to reach potential clients and makes the most of your
limited manpower and, possibly, resources.
a direct mail house that works with copywriters. There is a big difference
between advertising and direct mail, so find an individual with direct mail
credentials. You can write the copy yourself if it will effectively produce
the type of piece described.
intend to undertake the copywriting yourself, remember these basic
Headline! Headline! Your
title opening or paragraph in your direct mail piece has to make people want
to open it up and read further. Do not be coy! List a key benefit immediately!
Get your prospect to turn the page!
listing your benefits, keep them at reality level.
If something sounds too good to be true, it usually is. People are wary today
of others who over–promise, so as you highlight the benefits of your
business service emphasize how you are able to offer all these benefits.
Utilize the word “you” to let readers know they will be on the receiving
end of the benefits.
as precise as you can. Give
prospects tangible services and explain simply how they work. People are
bottom–line today and want to make up their mind to pursue a service or not
in quick fashion. Specifics give people enough data to make up their mind and
will usually help you to get a response. It will also not waste time for you
and those who are not interested in your services.
testimonials to use other
people’s words, other than your own, to describe your benefits and services.
Use complete names to indicate authenticity behind the comments.
copy conversational, easy to read, simple. Words should be short.
Sentences should be brief. Paragraphs should be concise. The copy should
encourage the reader to act. If a reader understands the copy, the action you
want (a response) is more likely to happen.
motivate people to act immediately
rather than procrastinate. If for a limited time (14 days, 30 days) your
service can be obtained for less than the usual monthly rate, you have
encouraged people to call in and take action. If they understand the service
you offer and how it can benefit them, and if you add a feature such as an
incentive to call NOW, you will probably increase your response by a large
margin. Some people need that extra push.
work. Offer a no–risk,
30-day money back deal to try your service. If the customer is not satisfied,
offer the refund. This will reassure the potential client and, since you have
great confidence in your own ability, you really are not giving anything
away since you know people will benefit from your services.
Your direct mail piece must sell you
along with your services. In a phone business, you are the most valuable
asset. People buy from people. The more satisfied a person is with you, the
more likely the chance of securing a contract.
In your spare time work out a sales
pitch and call prospective businesses to inform them your services.
Note that unless you are especially
adept at this, it is very wise to keep an outline in front of you at these
times -- to make sure you cover all the important points and that you have the
answers to their questions handy. Your pleasant voice and professionalism will
demonstrate how your service can serve their needs and help improve their
Marketing is a potpourri of
potential activity. Create a marketing strategy and follow it through. You
cannot help but generate a number of individuals interested in what you have
to offer. Remember, too, that marketing is an ongoing process. You are always
on the lookout for new clients. A constant stream of prospects— and
financial security proves the value of continued marketing efforts for you!