Whatever your industry, service delivery can make or break your business – particularly when your competition offers the same product or service at a similar price point. That’s why placing your customers’ needs first can no longer be ignored, and neither can their calls!

At The Answering Service Ltd (TAS), we understand the challenges of developing a robust customer experience (CX) strategy because we’ve seen first-hand how key this is to retaining and growing our business and building our brand. However, for a CX strategy to be truly responsive, it should have a strong communication element, and the easiest way to achieve this is to allow customers to speak to you directly. 

The reality for many start-ups and small and medium businesses is that they can’t always answer phone calls and put their clients through to the most relevant person, especially during busy periods. And that’s where we at TAS can assist.

Whether you refer to it as a live call answering service, call handling service, telephone answering service, or even a virtual receptionist, the benefits of having this added capacity to your business are undeniable. And before you ask, it’s not expensive. Below are just some areas where this can have a positive impact…

The Stats are Telling

Although the numbers vary across regions and industries, multiple sources and studies indicate the importance of prioritising CX for product owners and service providers.

Consumer spending can drive profitability by up to 60% for companies that prioritise CX, but for those that don’t, their competitors may outperform them by as much as 80%. However, it seems that not everyone has woken up to just how much this is impacting their bottom lines and brand.

In the United Kingdom, nearly half (44%) of consumers feel that customer service has declined over the last 3 years, according to CSG’s 2025 State of the Customer Experience Report. This not only indicates how chronically overlooked CX is, but it presents a massive opportunity for us to deliver a more professional service that allows us to get closer to our customers.

“While a multitude of elements such as personalisation and interacting with a real person come into play in creating the ultimate CX journey, we at TAS believe that responsiveness should be as high a priority,” says Craig Busst, Managing Director at TAS.

“If you were to consider your own consumption habits, you’ll know how frustrating it can be when you have your call unanswered. If that is repeated, it becomes a trend, and it could make you reconsider your loyalty to a brand that you had used and loved for years,” Craig adds.

The Art of Immediacy

Responsiveness is so much more than just answering calls. It is central to a strong CX strategy, and it ensures that clients feel that they are prioritised and valued. The stakes are higher than ever, and a slow response, or worse, one that is entirely missed, doesn’t just risk losing a customer – it can damage your brand’s reputation in the long term.

“When customers know they can consistently reach you any time of day or night, it establishes a stronger sense of confidence and trust in your business. Regardless of it being a basic query, a sales call, or a complaint, every single customer interaction is an opportunity to strengthen your trust and loyalty,” highlights Craig.

Here are 5 ways that our phone answering service at TAS can help you stay responsive and on-brand…

1 Our 24/7 call answering service ensures you are always contactable – no matter the time of day or year. That’s because our virtual call centre is global, meaning no missed calls and no missed opportunities – ever.

2 TAS’s dedicated team of native English-speaking agents are equipped with complex, multi-layered, personalised scripts. They know exactly what to say and when to say it, ensuring that we deliver the most professional telephone answering service available.

3 Instant call transfers, call patching, and rota management mean your teams are immediately alerted on any issues.

4 Diary scheduling with email notifications allows you to maximise your calendar and productivity, schedule as many business meetings as possible, and cover all your bases.

5 Our data-driven insights distinguish us from our other telephone answering services and enable you to refine your strategy and improve your approach.

“Our agents are trained to handle each call with the highest levels of professionalism while ensuring that every interaction aligns with your brand. This doesn’t just enhance customer satisfaction but also reinforces your reputation as a reliable, responsive business,” explains Craig.

What a call answering service can really do for your business

When you’re on holiday enjoying a private moment with family or friends, or even sleeping, who is there to answer your business calls or deal with customer queries? 

  • Increased lead conversions – More immediate interactions with potential clients on sales calls can translate to higher conversion rates.
  • Enhanced efficiency – By managing incoming calls and aspects such as scheduling and escalations, your internal teams can focus on strategic growth rather than being tied to phone lines.
  • Cost savings – An outsourced call-answering solution reduces overhead costs associated with human resources such as in-house reception and support teams.
  • Higher retention rates – Customers who receive timely and professional responses are more likely to stay loyal to your brand.

The future of outstanding service delivery

In today’s ever-changing business landscape, responsiveness isn’t just an advantage – it’s an absolute necessity. With TAS’s call-answering solution integrated into your business, you can enjoy improved interactions and brand loyalty, never missing an opportunity to meaningfully engage with your customers and provide exceptional service.

Let TAS help you stay responsive, professional, and one step ahead of your competitors! Contact us about any specific service explicitly requested by your clients to see what we can do. Trial our call-handling service for a week at no cost, and enjoy all the benefits of having your own 24/7 in-house receptionist to answer calls without the overheads.