Can small businesses survive without a receptionist?

With the doom and gloom of the current financial market throughout the world it would seem that being a small or new business is harder than ever before. It’s an undeniable truth that hard times lie ahead for many and with the increase in e-commerce, competition is more fierce than ever.

Companies have to adapt to stay ahead of the pack, those that don’t will be the first to falter. Targeting of niche markets, smarter websites etc all help the cause but all this extra effort can fall flat on its face if the end customer is left hanging on the telephone as they’re too busy to answer their call. Chances are the potential customer will go elsewhere to a competitor.

For many small businesses the question of hiring more staff during these difficult times is simply not an option. A fulltime receptionist (depending on where about in the country you are and the market you are in) could cost anywhere between £1,000 and £1,400 a month. On top of that you have to consider recruitment and training costs, sick pay, holiday pay and possibly even maternity cover. For a new business that’s unsure if the workload is going to pay for the benefit of having a receptionist then it’s hard to justify the cost.

So they should answer the phones themselves! Easier said than done, they don’t want to miss that lucrative sales lead but they could also do without picking up that sales call. They want to focus on getting on with their work and sometimes all they need is some peace and quiet to concentrate.

A good middle ground for many small businesses is to use a call answering service (preferably based in the UK). By outsourcing some or all of their calls, small businesses can find the time to get on with developing their core business whilst not missing out on any new leads or existing customer calls.

90% of consumers still use the telephone to make that initial contact and as everybody knows first impressions count, with a call answering service that’s dedicated to making sure their customers feel valued then half the battle is one. It doesn't matter how well priced or innovative their product is; if they’re not answering the telephone they’re doomed to failure.

At a time when all leads count, small businesses need to give themselves a competitive edge and be available to capture any new enquiries as and when they come up. Consumers aren’t the loyal creatures of a decade ago and will simply spend their money elsewhere if they can’t get a quick answer.