GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE

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1 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE

2 THE AUTHOR: Brian Gabriel Brian Gabriel is the Chief Operations Officer for Sound Telecom, a professional inbound, outbound and telephone answering service. Before Sound Telecom, Brian held a variety of management positions in call centers in Seattle. Follow his blog at

3 TABLE OF CONTENTS: Answering Services Earn Money... 1 Answering Services Capture Sales Leads...3 The Plumbing Company A Case Study...5 The Chiropractor A Case Study...9

4 CHAPTER 1: Telephone Answering Services Earn Money It can be easily proved that telephone answering services will immediately start to generate revenue for businesses. The problem is that some business owners have an initial reluctance to invest in an answering service. The common misperception is that answering support simply costs money. Don t be misled! A great telephone answering service will start to pay dividends almost immediately! Page 1

5 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE There are so many reasons to consider using a telephone answering service. How about saving money? Saving time? Generating a profit? Need another reason? There are at least 31 reasons to use a professional telephone answering service to choose from! A business professional must consider any options that can immediately make improvements. Is it time to improve professional image? Is the receptionist unreliable? Is the receptionist overpaid? Is a disaster recovery plan needed? Many business owners have overlooked the obvious and have not considered how a telephone answering service can help them in so many ways big mistake! It s time to take answering service seriously. Page 2

6 CHAPTER 2: Telephone Answering Services Capture Sales Leads 79% of marketing leads never convert into sales due to poor web performance and lack of lead nurturing. The lifeblood of any business is SALES. Yes, SALES! A business must be profitable to survive. Businesses will spend a ton of money on marketing, web development and SEO pay-per-click campaigns all with the intent of driving in new business. That s great. But what good is it all if NOBODY IS THERE TO ANSWER THE PHONE WHEN IT RINGS? Ah, yes, the phone. Most folks are not marketing geniuses and probably do not have the world s best website. But that really isn t the only problem. According to HubSpot, 79% of marketing leads never convert into sales due to poor web performance and lack of lead nurturing. Lead nurturing means answering the phone! If a business website is not well optimized it won t generate many calls. But when a click-to-call conversion does happen, wouldn t it be wise to ensure that lead is immediately capitalized? Of course it is! Make sure the phone is answered and properly so. Page 3

7 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE Recently, I signed up a new customer for answering service. My customer called me because he was not happy with the service he thought he might be missing calls due to the voice mail system he used at night. 30% of voice messages linger unheard for three days or longer and more than 20 percent of people with messages in their mailboxes rarely even dial in to check them. Source: ureach Technologies During his first month with us we processed over 600 after-hours calls which was twice his initial estimate. Together, we quickly determined that the extra 300 calls he received that month were simply calls that were not being left in his old voice mail box. He quickly doubled his after-hours support business in one month capturing thousands of dollars in previously unrealized revenues. Page 4

8 CHAPTER 3: The Plumbing Company A Case Study Let s say there is a plumber that provides after-hours emergency support. One night, a guy named Tony goes to use the toilet at around 2 am. He flushes, but it doesn t go down, it comes up! Water starts flowing into Tony s bathroom. Tony is panicked so he reaches for the phone and he sees an ad in the yellow pages. He calls and the phone rings. And it rings again. Then, the call goes to voice mail. Page 5

9 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE Then Tony hears a greeting that goes something like this, Thanks for calling A-Plus Emergency Plumbing. We are here to serve you quickly and courteously. Please leave your name, number and the reason for your call. Our afterhours technicians are monitoring this voice mail box and as soon as they hear your message, they will call you within 15-minutes. Thanks for calling! So what does Tony do? He hangs up, of course, and calls the NEXT guy in the yellow pages. Well sure he hangs up. Wouldn t anybody in this situation? Tony needs to talk to someone immediately. So he goes down the list and the very next number in the phone book is for A-Number 1 Plumbing. Tony calls them and the answering service picks up the call on the second ring. Tony tells the service he needs a plumber immediately and the service tells him that he will be contacted in 5 minutes. SUCCESS!!! (For the other guy s business.) Answering Service for Plumbing Contractors Page 6

10 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE WHAT DOES IT COST? Why send important callers to voice mail jail? A plumber can bill about $250 for an afterhours service call. If there is a toilet that needs to be replaced, the bill can be upwards of $800 or a $1000. Had A- Plus Emergency Plumbing been using a telephone answering service the opportunity would not have been missed. Typical Answering Service ($120) Captured Sales Prospect $250 Net Gain $130 According to the New York Times, voice mail is a fill the gap technology which provides a poor image and response. Only about 20% of voice mail will even be listened to. Source: New York Times A-Plus should have had an answering service in place. This sale did not have to be missed. Page 7

11 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE Simple numbers can be used to illustrate some important points about this case study. In a month s time, A-Plus Emergency Plumbing might get about 100 calls each month after-hours. Out of those calls, assume that 50% of them are prospective customers looking for emergency service. NOW do the math: Typical Answering Service ($120) Captured Sales Prospects are 50 X $250 each $12,500 Net Gain!!! $12,380 The telephone answering service in this case represents about.001% of total after-hours sales revenue. So is it really worth relegating these important calls to a clunky voice mail system? No way! Not only are sales opportunities captured but a strong brand loyalty develops along with trust in the community. A professional image and speedy service begins to develop! Page 8

12 CHAPTER 4: The Chiropractor A Case Study A chiropractor name Garrett is running small practice. He is the sole proprietor and works very hard to build his business. Garrett doesn t get a lot of calls after-hours but he wants to be available should someone need him in a pinch - as in a pinched nerve, get it? (Insert laughter here). He bills about $75 for an initial consultation. Page 9

13 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE Tina has back pain and needs a chiropractor. When does Tina have time to look for a chiropractor? At 2 pm while she is at work? No, guess again. More than likely, Tina is doing her research while she is sitting at home uncomfortably on her couch (she has back pain, remember?). Tina comes across a few websites on a Bing search and decides to call Garrett s because she has a few questions and wants to set up an appointment for the next day. She calls Garrett s office and VOICE MAIL. Tina leaves a brief message which she assumes will never be responded to, and continues her search. Two clicks later, she calls Garrett s competitor down the street, who has an answering service. Garrett s could have been patient now books an appointment with a competitor. Garrett listens to his voice mail the next day and calls back, it is too late. He just lost what could have been a long-term patient opportunity. QUESTION: How much did this missed opportunity just cost Garrett? Page 10

14 GENERATE BUSINESS REVENUE BY USING AN ANSWERING SERVICE Again, this can be kept very simple for purposes of illustration (and proof of concept!): Do the math: Typical Answering Service (Low Volume) $45 15 after-hours calls professionally handled during the month PRICELESS!! 4 out of 15 calls converts into a schedule appointment AWESOME!! 4 new patients X $75/consultation $300 Net $255 Not only would Garrett be MAKING money in this example, but he is quickly becoming known as Johnny on the Spot in the local chiropractic community. He can t lose! Page 11

15 PROFESSIONAL FRIENDLY COURTEOUS If you re interested in generating revenue by using a telephone answering service request a free consultation or just call. Even Brian will answer the phone!

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