Advisor Insights

Increase Productivity by Outsourcing Call Answering

Ben Brown

For many advisors and business professionals, having to answer an unexpected call isn't something to look forward to. In a perfect world, most calls would be scheduled in advance, and any unscheduled calls would be fielded by someone else, giving you a choice in deciding whether you need to stop what you're doing to take the call or if you can return the call later. Historically, the norm in the business world has been to assign these call answering duties to administrative or support staff, who dutifully make themselves available to drop whatever they're doing and answer the phone, route calls accordingly, and take down messages when other staff members are unavailable.

In much larger office settings, this type of phone duty could very well be a full-time job. For smaller offices, teams, or solo practitioners, however, answering the phone is likely to be a part-time responsibility at best, particularly if the business allows clients to schedule meetings in advance using an online scheduling service. In these cases, support staff are required to make themselves available to answer phones while juggling other responsibilities, advisors have to stop what they're doing to answer unexpected calls, or both (particularly if support staff are out of the office or unable to get to the phone). This naturally results in decreased productivity for both advisors and staff members, and could potentially damage a client relationship if an advisor is caught off guard or if a call goes unanswered. Further, prospective clients that choose the phone as a first point of contact expect their call to be answered and are likely to hire the most responsive advisor.