WASHINGTON, Nov. 17, 2016 /PRNewswire/ -- Regardless of cost, if an answering service provider does not provide 24/7 answering capabilities or good call quality, a business is less likely to choose that provider, according to a recent survey by Clutch, a leading B2B research and review firm. Photo - http://photos.prnewswire.com/prnh/20161116/440455-INFO In addition to hours of operation and call quality, the survey found that responsiveness and use of innovative technology are more important than pricing in determining which provider a business will select. Pricing of answering services is typically dependent on the amount of calls handled by the service, according to the survey, which finds that as the amount of calls handled by a service provider per day increases, so does the amount businesses spend on those services on a monthly basis. "The answering service is selling time. They're selling access to agents. The pricing is going to be all based on how people use it," said Dan L'Heureux, Executive Director of the Southern Telemessaging Association. The following top 3 factors were cited by companies as primary reasons to use an answering service:
24/7 answering capabilities
Better customer service
Ability to connect with more clients on a regular basis
Like the variation in reasons and prioritized features businesses exhibit towards answering services, no one provider dominates the answering services market. VoiceNation (14%) was found to be the most popular, while all other providers control less than 10% of the market. Regardless of the service brand selected, businesses appear to be overwhelmingly positive about their answering service providers. When it comes to getting their money's worth, nearly 75% of businesses surveyed cite "excellent" (29%) or "above average" (46%) value. In addition, no particular issue was identified among 38% of respondents regarding their answering service provider, and 82% said they receive "positive" or "somewhat positive" feedback from their customers on their answering service.