Do you need admin staff or a call answering service?

By Graham Hill

April 11, 2018

Here at Verbatim, we often have conversations with business owners who are looking to grow their operations. One of the first new roles these bosses try to fill is admin support, because let’s face it, if you’re focusing on bringing in new business, you don’t want to have to deal with the phones.
The big question – should they invest in a full-time administrator or in a call answering service?
Honestly? There’s no “right” answer here. The right choice for your business will largely depend on your industry, your needs, the type of services or products you offer and the way you interact with your clients.
Let’s look at how you can make a decision that supports your growing business in the right way…

How much administrative input do you really need?

It’s time to take a close look at all the admin tasks carried out in your business on a day-to-day basis. Pull out a sheet of paper and braindump everything that comes to mind, big or small. Here are a few pointers to get you started:

  • Answering the phones
  • Setting up meeting rooms
  • Taking bookings
  • Processing orders
  • Printing and filing
  • Collating reports

A team administrator and a phone answering service are not interchangeable entities. If your business needs more than someone to answer the phones, take bookings and qualify leads, it may be time to add a permanent face to the team.
On the flip side, if your business is fairly low maintenance from an admin perspective, a call answering service is a great choice (and doesn’t have the same overhead attached).

What is your volume of calls like?

How many phone calls does your office receive on average? Monitor the number of incoming calls, and the amount of time your technical staff is spending dealing with those calls. You need a more cost-effective solution, right?
If your calls are pretty easy to deal with, and you have a whole bunch of other responsibilities for your new administrator – great.
If you receive a tonne of calls every day, far too many for one person to handle, you might consider investing in a call answering service to support your admin assistant. That way, you’re also covered should they need annual leave, a sick day, or even just a lunch break.

Do you need more flexibility than either option can offer?

The truth is, you don’t need to pick one or the other. In fact, admin staff and virtual receptionists can be a marriage made in heaven!
Your call answering service can provide as little or as much support as you need, ensuring you have:

  • Seamless cover, without compromise
  • A content and confident workforce, focused on their own responsibilities
  • Happy, well taken care of clients and customers
  • Consistent customer service that brings in rave reviews and repeat business

For more on how a phone answering service can help you achieve all of this and more, read this.


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