Streamline Your Answering Service Administration
By Peter Lyle DeHaan, PhD
In past issues, we looked at streamlining various aspects of telephone answering services: sales, client onboarding, and customer service, agent hiring and training, billing and collections, and processes and procedures. Now we turn our attention to upper management: the admin function.
Every role in every business carries a bit of fluff, some more than others. This includes upper management, also known as administration. Here are three areas to look at when it comes to streamlining your answering service’s admin function:
1. What Can You Eliminate?
What admin tasks fall short in producing a tangible benefit for your service? These include activities that once held value but no longer do, as well as work that never did contribute to overall business success. Especially scrutinize projects which are done because they’re enjoyable, and duties pursued because they seem essential. Analyze each one.
Ask yourself, what’s the worst that could happen if no one did this chore? If the answer is nothing or if there’s a risk of investing in an inconsequential amount of time at some point in the future, then cut that activity.
2. What Can You Streamline?
Of the remaining tasks, consider how to make each one of them more efficient. This includes removing steps that don’t significantly contribute to the outcome, as well as cutting the number of people involved in the project. Each resource removed from the undertaking will serve to make it easier to do and less time-consuming. This frees up energy and staff for other activities of greater importance.
3. What Can You Delegate?
For those items that past the first screen—the ones considered essential to your service’s profitability, viability, or effectiveness— and are appropriately streamlined, consider who should handle them. You may not be the right person for the job. It could be you’re overqualified to manage it, that your time is too valuable to devote to it, or that someone else is better suited to the task.
Look to delegate what you can. This will not only lighten your load, but it will also empower people on your team. Most will jump at a chance to oversee a higher-level responsibility at your answering service. And if someone claims they’re too busy to do your delegated assignment, challenge them to look at what existing tasks they can eliminate or delegate to others.
To realize the benefits of streamlining admin functions requires a bit of effort to get there. If you think you’re too busy to do this, you’ve just confirmed how essential this optimization project is.
Start with doing a time study of everything you do for at least a week. Yes, it’s a hassle, but the information is invaluable. And, as a bonus, many people who keep a time log find it automatically makes them more efficient because they don’t want to document their inefficiencies or poor time investments.
Once you determine how you spend your time, ask how important each task is to your answering service’s overall well-being. Look to cut non-essential work. Then streamline what remains. And last, delegate what you can.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.