Imagine calling your answering service, only to find out the person you always dealt with is gone.
Suddenly, you’re explaining your business needs all over again to someone new, who doesn’t quite get it. 
At Ambs Call Center, we've been family-owned for nearly 100 years, so we understand how much it matters to have a service that knows you inside and out. We’ve seen what happens when answering services get bought out, and it’s not always good for the customer. We're not here to sell you on our business, we're just letting you know what to look out for.
In this blog, we’ll dive into what to watch out for when your answering service starts to take a turn for the worse, so you can be prepared and protect your business from the fallout.
- Losing the Familiar Faces and Voices
- Decline in Service Quality
- Sending Your Calls Offshore
- Rate Increases that You Can't Deal With
- How to Avoid the Effects of a Bought Out Answering Service
Now, let's look at the first thing to watch out for.
1. Losing the Familiar Faces and Voices
When your trusted answering service gets bought out, the first casualty is often the human element. Those familiar voices and faces that you've come to rely on? They could be gone in a flash.
This includes dedicated account managers, team leaders, and perhaps even the owners you've built a relationship with over time. The loss of institutional knowledge is more than just a sentimental blow. It also means that unwritten business knowledge not captured by formal systems may now fall through the cracks.
Acquisitions tend to be about numbers. They focus on transferring accounts and customers to new systems. The unfortunate result? Your calls may end up in the hands of people who don't know your business, let alone your expectations. And with that, data accuracy can take a hit. Schedules, service nuances, and client details—all at risk of getting lost in translation.
We recently onboarded a medical group who worked with an answering service that was acquired by a large answering service. We won't name names, but the issue they faced is one we see again and again. What happened is the system in place set by the previous answering service was done away with by the acquirer. Specifically, the on-call scheduling process. One of the practice managers called into the answering service with a last-minute change to their on-call.
It was an emergency.
They reached the answering service, but it wasn't the right person. And, there wasn't a procedure to make the urgent change right then and there. The agent said they could leave a message, but that didn’t cut it because it's an urgent on-call change! However, because there wasn't thought put behind this system, options were limited. So, what could they do but leave the message about the on-call change?
They received a call from the answering service 3 days later about the message they left.
They're not alone. And if this happens to you, know that there are other accounts held by the answering service that are suffering the same fate. This may be the first problem a business working with the company that took over their answering service, but it likely won't be the last.
2. Decline in Service Quality
Another issue is maintaining service quality. An answering service that was bought out can often spell longer hold times for your customers.
Why? Because the new owners might not have the bandwidth to support the influx of calls effectively.
In their eagerness to expand, service quality can decline. This comes from new agents—who are unfamiliar with your account—taking the helm. It's not their fault. They're doing their best under new management, but your customers will likely notice the change. And in today's customer service-centric world, a dip in quality can be a serious blow to your reputation.
3. Sending Your Calls Offshore
On the same note of an eagerness to expand, the quest for their short-term gains will leave your business struggling. Some companies that acquire answering services may decide to offshore the calls. This cost-saving measure often comes at the expense of quality.
You're looking at potentially poorly trained staff, communication barriers, and a lack of responsive supervision.
This doesn't just affect service levels. It also changes how local your business feels to your customers. If your business is a proud American business, shouldn't you reflect those values? And if an answering service agent is the first point of contact with prospects, shouldn't they too?
Sure, they won't sound American, but is that the only issue? When your caller jokes about the weather or a recent local news story, are they going to hurry the conversation because they don't understand it? It will likely leave your customers asking themselves what happened to your business, a question American call centers are ready to answer.
When your virtual receptionists answer your calls from halfway across the world, your customers can feel disconnected. That's not good for anyone.
4. Rate Increases That You Can't Deal With
Let's talk numbers. This is probably the first thing you'd think about if you hear that your answering service has been acquired.
You're smart to be worried. Because more often than not it's well founded.
After an acquisition, you’re likely to find your rates will start creeping up. The new owners could be factoring in an acceptable number of customers to lose when they increase their prices. We’ve heard from industry insiders that many of the national firms buying up family companies are OK with losing up to 30% of the business they just bought, including yours.
Why should you care?
Well, if they’re budgeting to lose your business, your concerns about the rising costs are likely to fall on deaf ears.
Bonus: Remember how much the average answering service costs when evaluating the cost of your rate increased plan.
These businesses focus more on your invoice than your success. This is a stark contrast to a family-owned answering service, for instance. Here, your business's success and the quality of service take the front seat, and any rate changes are considered thoughtfully, on an individual basis.
Things to Ask When Your Answering Service Has Been Bought Out
Now that you know the dangers of what can happen when your answering service gets bought out, you may ask "How do I stop this from happening to my business?".
Unfortunately, for most businesses the only way to stop it is to jump ship. But, before you do—because that's a big decision—you may be able to maintain the status quo, for your company at least. Here are some questions for you to clarify with the answering service:
- Will my account managers be the same?
- Will our communications be the same as it was? If not, what is the new line of communication?
- (If you have a scheduling service) Will my appointments be scheduled the same way? What is the best way to update my on-call scheduling list?
- Will the agents answering for my business be the same? If not, are they offshored call center agents? If they are local, will they be trained about my account prior to taking my business' calls?
- Will there be a rate increase? If there is a rate increase, can my business stay on a grandfathered plan? If there is a company-wide rate increase and I am forced into paying more, what do I get with the new plan?
Should You Jump Ship?
Facing these challenges, you might wonder if it's time to seek calmer waters with a new answering service. Whatever choice you make, ensure it's informed by a thorough evaluation of the new service level, a clear understanding of any new pricing structures, and, most importantly, the needs of your customers. After all, they're the ones on the receiving end of those calls.
Now, if you are looking for a family-owned answering service that will never be bought out and prioritizes client satisfaction and customer service over their bottom-line, you may be interested in Ambs Call Center's phone answering service.
Whether you're looking for a virtual receptionist service, medical answering service, or employee call-off hotline, Ambs Call Center can help! To learn more simply request a quote about our services, and we'll be in touch with you with our pricing and other details. Even if we aren't the right fit, we'd love to point you in the direction of a service that would be perfect for you.
Schedule a quick 15-minute conversation with us as soon as today!
