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When you’re running a small business, it’s common to answer the phone yourself. In the early days, that usually works perfectly well.

As your business grows, however, it can become harder to manage incoming calls alongside customers, meetings and the day-to-day running of your business. That’s when many business owners start wondering whether they need extra support.

The answer will depend on how your business operates, the number of calls you receive and how you want your customers to experience your business.

Do all small businesses need a receptionist?

Not necessarily.

If you work alone, receive very few phone enquiries or most customers contact you by email or online forms, employing a full-time receptionist may not be the best use of your budget.

At this stage, investing in areas that help you grow your business is often a higher priority.

When might you need extra support?

As your business becomes busier, managing every call yourself can become increasingly difficult.

You may find yourself:

• Returning calls hours later.
• Missing enquiries while you’re with customers.
• Constantly interrupting your work to answer the phone.
• Letting calls go to voicemail because you’re unavailable.

At first, this may only happen occasionally. Over time, however, it can become part of your daily routine, making it harder to focus on running your business.

Why do missed calls matter?

Missing the occasional call might not seem like a major issue, but it can have a real impact over time.

Not every caller will leave a voicemail or try again. If someone can’t reach you, they may simply contact another business instead.

Whether it’s a potential customer requesting a quote, an existing client needing support or a supplier trying to get hold of you, answering calls promptly helps create a positive first impression and shows that your business is responsive and reliable.

What are your options?

If you’re regularly missing calls, hiring a receptionist might seem like the obvious solution.

For some businesses, that’s exactly the right choice. However, employing someone full-time comes with significant costs and responsibilities, including recruitment, training, holiday cover, pension contributions and National Insurance.

For many small businesses, there may be a more flexible alternative.

Could a telephone answering service be the answer?

A telephone answering service gives your business access to trained receptionists without the cost of employing someone in-house.

It can be a good option if you:

• Regularly miss calls.
• Work alone or have a small team.
• Spend a lot of time with customers.
• Want every caller to speak to a real person.
• Want to present a professional image without recruiting additional staff.

Calls are answered in your company name, messages are passed on promptly and callers receive a consistent experience every time they get in touch.

Is it right for every business?

Not necessarily.

If you receive very few calls or you’re usually available to answer the phone yourself, you may not need an answering service.

However, if missed calls are becoming more frequent or answering the phone is constantly interrupting your day, it could be a practical way to improve customer service while giving yourself more time to focus on growing your business.

Final thoughts

Not every small business needs a full-time receptionist.

What’s important is making sure your customers can reach you when they need to. Whether that’s by answering calls yourself, employing a receptionist or using a telephone answering service, having the right support in place can help you deliver a better experience while protecting your own time.

Looking for a professional way to manage your calls?

MYCO Connect provides telephone answering services that act as a seamless extension of your business.

Our UK-based receptionists greet callers in your company name, take messages and transfer calls, helping you avoid losing valuable opportunities.

Explore our telephone answering plans today or get in touch with our team to find the right solution for your business.