10 Questions to Ask Before Choosing a Call Answering Service

A professional call answering service can transform how your business communicates—but not all providers are created equal. Whether you’re a small startup in Plymouth or a growing business elsewhere in the UK, asking the right questions will help you find a provider that feels like an extension of your team, not just an outsourced voice on the line.

Essential questions you should be asking…

  1. Are calls answered by real people, or AI agents?

    Some services rely heavily on scripts and AI platforms. While automation can work for specific tasks or demographics, we believe your customers deserve the human touch. At Telebizz, every call is handled by a real, trained professional who represents your brand with care.

  2. What level of training do the call handlers receive?

    Ask how often, and to what depth, call agents are trained. Do they understand your industry, your tone of voice, and how to handle tricky situations? At Telebizz, our agents complete comprehensive training programmes to ensure they represent each client with professionalism and empathy.

  3. Can you customise how calls are answered?

    Your answering service should reflect your business. Check if you can personalise greetings, call scripts, appointment bookings, technical queries, and escalation procedures. We tailor every element to ensure it feels like we’re part of your in-house team.

  4. How quickly are calls answered?

    Speed matters. A slow response can lead to frustration and lost business. Ask about their average answer times and how they handle high call volumes, seasonal peaks, evenings, weekends, and bank holidays.

  5. Do you offer other communication channels?

    Customers expect multiple ways to reach you. A good call answering service should also manage live chat, social media, and email enquiries. Not everyone wants (or has time) to pick up the phone. At Telebizz, our agents are skilled across various platforms, ensuring seamless multi-channel support.

  6. Will the service integrate with my existing receptionist or team?

    A virtual receptionist service should complement your in-house staff, not replace them. It should act as an overflow when your team is busy, overstretched, or managing absences. Messages can be passed back instantly, so you remain in full control of your customer communication.

  7. How secure is my data, and are you GDPR compliant?

    Data protection is essential. Confirm the provider complies with UK GDPR regulations and that their staff are trained to handle sensitive information responsibly. Also, ask about the security of their call systems and data storage. At Telebizz, confidentiality and compliance are central to our service.

  8. What industries do you specialise in?

    Some providers are generalists; others have specialist expertise. Whether you’re a law firm, estate agent, tradesperson, or e-commerce business, look for relevant experience that aligns with your sector’s specific needs.

  9. Can I try the service before committing?

    A trial period or short-term contract allows you to experience the service first-hand. Any provider confident in their quality should be happy to offer a trial without locking you into a long-term commitment.

  10. Are there any hidden costs?

    Pricing should be transparent. Check if you’ll be charged differently for diverting various lines (business, home, mobile) and whether rounding up is applied. At Telebizz, we charge per second of actual call time—no rounding up, no hidden extras. You only pay for the time we spend answering calls on your behalf.

Final Thoughts

Choosing the right call answering partner should enhance your customer experience, improve efficiency, and free up your time. At Telebizz, we offer a friendly, flexible, and professional service tailored to the needs of businesses across Plymouth and the wider UK.

If you’re considering outsourcing your calls, these questions are the perfect starting point. And if you’d like to find out how we work, we’d be happy to tell you more, so please get in touch.


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Man making a phone call in his office

Choosing the right call answering partner should enhance your customer experience, improve efficiency, and free up your time.

Call Handling Service

  • UK based professional receptionists
  • Calls charged per second
  • Call screening — prioritise important calls
  • Messages delivered to you instantly
  • Call answering statistics — total transparency
  • Simple account management
  • Comprehensive support tools
  • Over 30 years' experience