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How to Measure the ROI of Your Answering Service

April 20, 2023

Piggy Bank

Answering services are a critical part of any business, as they help manage incoming calls, handle customer inquiries, and provide valuable information to clients. However, many businesses struggle to measure the return on investment (ROI) of their answering service. In this blog post, we will discuss how to measure the ROI of your answering service and how Call Management Resources can benefit your business.

  1. Start by establishing goals: Before you can measure the ROI of your answering service, you need to establish what you want to achieve with it. Set specific goals that you want your answering service to help you achieve. For example, do you want to reduce the number of missed calls, increase customer satisfaction or generate more sales? Your goals will determine the metrics you use to measure the success of your answering service.
  2. Identify key performance indicators (KPIs): Once you have established your goals, you need to identify the KPIs that will help you measure the ROI of your answering service. Some KPIs you might consider include call volume, average wait time, call resolution time, customer satisfaction ratings and conversion rates. By tracking these KPIs, you can determine how well your answering service is performing and where improvements can be made.
  3. Measure the cost of your answering service: To calculate the ROI of your answering service, you need to know how much it costs. Consider the cost of the service itself and the cost of training your employees to use it effectively. You should also consider any savings you might achieve by using an answering service, such as reduced labor costs.
  4. Calculate the benefits: To calculate the benefits of your answering service, you need to look at the KPIs you established earlier. For example, if your answering service helps reduce the number of missed calls, you can calculate the potential revenue that was saved by not missing those calls. You can also calculate the potential revenue generated by the answering service, such as increased sales resulting from improved customer satisfaction.
  5. Calculate the ROI: To calculate the ROI of your answering service, you need to divide the benefits by the cost. For example, if your answering service costs $500 per month and helps generate an additional $1,000 in revenue, your ROI would be 100%. This means that for every dollar spent on the answering service, you are generating two dollars in return.

Measuring the ROI of your answering service is crucial to understanding its value to your business. By establishing goals, identifying KPIs, measuring costs, calculating benefits, and calculating ROI, you can determine the effectiveness of your answering service and make informed decisions about its future. 

If you’re looking for a reliable answering service that can help manage your calls and provide excellent customer service, look no further than Call Management Resources. With over 64 years of experience, we offer a range of customizable services to meet the unique needs of your business.

Our team of trained professionals is available 24/7 to handle your calls with personalized attention and care. We use the latest technology to ensure accurate and timely message delivery, and we provide detailed reports to help you track your ROI.

Choosing Call Management Resources means you can focus on growing your business, knowing that your customers are in good hands. So why wait? Contact us today to learn more about our services and how we can help your business thrive.