Answering Service- Can It Connect Locally, While Going Around The World?

Now with Internet phone technology, such as VoIP, an answering service can literally serve a client around the world. Yes, I remember I called Microsoft about a computer program problem, I was on the line for two hours with their computer center in New Delhi, India.

However, even with these abilities, answering service companies need to connect locally. In a press release in March 2006, Todd Cardin of Specialty Answering Service today announced the companies plan to launch a localized presence to further enhance the nationwide services scope. Although the operations offices will remain at their current locations, Specialty plans to work hand in hand with local customer service representatives to give the end user the feel of dealing with a local company. Apparently, despite the International phone connections available, over 75% of all businesses in the U.S. use a local call center or answering service. This even includes do it yourself answering service, and mom-and-pop small operations doing answering service. That way if something goes wrong they know who to blame, they know where to go to beat up someone. So, that’s why Mr. Cardin wants to at least get local customer service representatives wherever possible for his company. On the other hand, despite grasping for local roots, Specialty A.S. intends to continue to rely on their big mega-call center. I don’t know if they are thinking about moving to New Delhi yet.

The biggest advantage of the mega-call centers, now that long distance phone service is so cheap, is the ability to really have specialization. You can get TSRs (Telephone Service Reps) who know all the lingo, all the questions and templates to talk to medical patients for a doctors office. Then you get the same type of specialization to deal with the needs and travails of plumbers, electricians and whatnot. There’s even a very big specialization answering service program around Funeral Homes. The TSRs give their condolences, they can if necessary call the list of relatives who have to come into town for the funeral. In the so-called global economy there is still an urge to placate local people and local concern, but only an urge. The imperative remains for a global, not national, and certainly not local division of labor no matter what the consequences. If this leaves whole populations in our communities without jobs, and gives other populations jobs at sub-minimum wages, there is little concern about it.