How Much Does a Call Handling Service Cost?
“How much does a call handling service cost?” is really two questions. Part one is what you want to know, so we’ll start there. How much a call handling service costs – broadly speaking – depends on two things.
The level of service provided and then how much you actually use it.
The level of service – this ranges from “human voicemail” to a full-service virtual reception – will usually set a monthly service cost. Following that, you’ll be looking at a fee set by your usage, usually charging in minutes or messages. They all charge in slightly different ways and so this can vary quite a bit. Sometimes the cost of the level of service will be wrapped up in the usage fee.
At one end of the spectrum, you’re looking at a basic “human voicemail”. They’ll take a name and a number and it’ll be up to you to do the rest, in some cases you’ll get a brief message. You usually won’t pay a monthly service cost, and you’ll probably pay about a pound a message after that.
On the other end of the spectrum is a full-service virtual reception. They’ll do everything you need them to do, such as answer questions, upsell, take payments, make a booking, etc. You’ll pay a monthly service cost, usually somewhere around £50 a month because you’re paying to have full coverage from a team trained as if they were in-house staff. Usually, that monthly service charge will be bundled in a package with your usage, so you’ll have a set fee which will include a certain amount of messages or minutes.
Part two of “How Much Does a Call Handling Service Cost?” is less obvious. It’s “how much does NOT having call handling cost you?” This requires you to accept that the way your phone is currently answered (or not answered, as the case may be) is letting your business and customer service down and that affects your bottom line. You have to consider if your business isn’t answering the phone or perhaps answering but not as well as you could be, you’ll be losing customers.
- How much would they spend with you?
- How often would they spend it?
- For how long?
- And how many other customers might their glowing recommendation have bought in (or their poor review kept away)?
We’ll forget about referrals and bad reviews for now. If that new customer was going to spend £10 with you, and a further £10 once a month for a year, then they’d have bought £120 into your business. Let’s be generous and say just one missed call a week costs your business a customer, either directly or by way of lost referrals due to poor customer service.
Not having call handling costs you £120 pounds for one week!
But multiply that over the year, that’s 52 lost customers, so that’s £6,240 every year.
There’s a bit more too it, but I’ll cover that in another article.
The second part is a lot harder to grasp, but it’s very important to think about it. That’s because once you factor in gaining the revenue you are probably losing NOT having call handling, a call handling service, at least a good one, shouldn’t cost you anything; it should pay for itself and then make you money.