How Can a Telephone Answering Service Help with Business Continuity

Shhhh, no one say the “P” word!

Imagine the impact of an unexpected event like a natural disaster, cyberattack or pandemic on your business.

Yes I said it, “pandemic”, it was only a few years ago that many thought the events on 2020 and 2021 could never happen but it did and it focussed the minds of many in business as to the importance of having a business continuity plan in place.

“How can a telephone answering service, like Connect’s, help with business continuity?” you might ask. A telephone answering service really can be a game-changer for many sectors, let’s dive into the benefits and importance of these services in safeguarding your business’s future.

It's good to talk about having a business continuity plan

The Significance of Business Continuity

Business continuity is basically making sure that all key functions of your business can keep going even in the face of a disaster or any other unexpected event, such as a cyberattack. It is the lifeline that keeps your business afloat during trying times.


Why is having a business continuity plan in place so important?

Well, the answer is simple: even if the worst happens and you can’t physically get into your office, or log in online, your business can still function, still answer calls, still service clients.

Telephone answering services can play a vital role in business continuity by ensuring that communication with new and existing clients stays uninterrupted during unexpected events. This is crucial for recovery and keeping operations going, ultimately securing your business’s future.

The National Federation of Self Employed & Small Businesses have put together a fantastic step-by-step guide on creating your own business continuity plan here.


Business clients discussing business continuity plan

How to Prepare Your Business for Potential Disruptions

To prepare your business for potential disruptions and ensure your business’s future, it’s crucial to focus on employee training and awareness. This includes regular testing and the updating of your business continuity plan and collaboration with external partners.


Employee Training and Awareness

Training employees on the importance of business continuity and their roles in maintaining it during emergencies is a critical aspect of preparing your business for potential disruptions. By taking the time and effort to plan for business continuity, you can reduce the risks and potentially prevent any loss of data, money, or reputation. Employees need to be aware of the risks and how to properly respond to them.

Good employee training and awareness can result in improved safety, increased efficiency, better preparedness for potential disruptions, and hopefully the reduced risk of data loss or reputation damage.


Regular Testing and Updating

Regular testing and updating your business continuity plan is essential to ensure its effectiveness and adapt to changing risks and threats. This includes:

  • Reviewing the plan at least once a year
  • Testing the plan to identify any weaknesses or gaps
  • Updating the plan to address any changes in risks or threats

By regularly checking and, if needed, tweaking your business continuity plan, you ensure it stays up-to-date and ready to deal with any challenges that might arise.

Practicing your business continuity plan allows you to identify potential areas of vulnerability in your company’s operations, making it easier to be better prepared for a disaster and ensuring effective disaster recovery. Implementing a disaster recovery plan is a crucial step in achieving comprehensive business continuity.


Collaboration with External Partners

Working with external partners, like a phone answering service or IT consultants, boosts your plan for when things go wrong. By joining forces you combine resources, knowledge, and skills to help your business thrive even when facing the worst.

The keys to making this work? Trust, clear steps, and open communications. Having strong connections with partners ensures your business can face problems head-on and quickly recover, always keeping your customers happy.

Business meeting on using a telephone answering service for business continuity

How a Telephone Answering Service Supports Business Continuity

A telephone answering service can support business continuity in several ways, such as providing an uninterrupted service for customer support, flexible workforce management, and serving as a centralized communication hub.


Uninterrupted Customer Support

During emergencies or when disaster strikes, a telephone answering service ensures that customer enquiries and concerns are addressed by being able to answer calls through phone lines, maintaining customer satisfaction and trust. By keeping communication lines open and accessible, an outsourced emergency call handling service can make customers feel taken care of even when something has gone wrong.


Flexible Workforce Management

Outsourcing call handling to a telephone answering service provides businesses with the following benefits:

  • Flexibility to manage their workforce more efficiently, especially during crises
  • Workers who can be deployed where they are needed the most
  • Ability to adapt work schedules and conditions accordingly

By making sure you have a telephone answering service in place during a crisis, businesses can allocate their resources towards other essential tasks, ensuring that operations continue to run smoothly even under challenging circumstances.


Centralized Communication Hub

Having a telephone answering service means everyone stays connected, no matter where they’re working from. It’s like a communication hub that brings everyone on a project together even when employees are working remotely.

During the recent Coronavirus pandemic, Connect’s telephone answering service acted as a lifeline for many of our clients and it became a vital link for our clients, ensuring employees, customers, and suppliers could always reach each other.

By centralizing communication in this way, businesses can reduce potential misunderstandings, ensuring operations flow smoothly and lessening the blow of any disruptions.

Advantages of Integrating a Telephone Answering Service into Your Business Continuity Plan

Outsourcing to a telephone answering service for your business continuity strategy isn’t just about being prepared – it can also translate to tangible benefits. It’s a move that can save costs, elevate your customer service quality, and polish your business’s overall professional presence. Outsourcing call handling can be more cost-effective than hiring a receptionist, with some services starting from just 40p an hour.

By having a connection with a telephone answering service in place beforehand, both you and the phone operators are familiar with your needs, making it easier to run a drill when the time comes. On top of this, a telephone answering service can enhance your business’s image, making it appear larger and more established, giving credibility to its brand name and voice.

Choosing the Right Telephone Answering Service for Your Business

When selecting a telephone answering service for your business, it’s important to consider factors such as experience, customizable solutions, excellent technology and infrastructure.

Let’s look at these factors and understand their significance in choosing the right service for your business.


Experience and Expertise

Choosing a telephone answering service with a proven track record and expertise in handling calls for businesses in your industry is crucial. A service with experience in your field of work can better understand your specific needs and requirements, ensuring seamless integration into your business operations.

When you work with a service that’s familiar with your industry, they should already know the common problems and potential threats your business might come across. This hands-on understanding ensures they’re right beside you, offering effective support during those tough times and unexpected challenges.


Bespoke Solutions

It’s important to choose a service that offers customizable solutions that fit to your business needs and can adapt to changing circumstances. A one-size-fits-all approach may not be suitable for your business, you may require specific features or services that don’t follow the norm.

Customizable solutions allow a telephone answering service to provide a more personalized, dedicated support that better matches your business goals, objectives, and processes. This ensures seamless integration with your existing operations and contributes to a more effective business continuity strategy.


Advanced Technology and Infrastructure

Choosing a telephone answering service isn’t just about the voice on the other end. It’s vital to ensure they’re backed by strong technology, especially for those unpredictable rough patches.

What is meant by ‘strong technology’? We’re talking about the nuts and bolts: sturdy hardware, efficient software, connected networks, and even the brick-and-mortar spaces they operate from. All these pieces should fit together to stave off any technical hiccups.

You need to be confident that the service you are outsourcing to is up to the task. When you put your money into a service that’s solidly built from the ground up, you’re not just buying peace of mind-you’re also setting yourself up for smoother operations and potentially saving costs.

By choosing a telephone answering service with advanced technology and infrastructure, you can expect the following benefits:

  • Improved operational efficiency
  • Enhanced effectiveness
  • Reduced costs
  • Support during unexpected events
  • Minimized disruptions
  • Smooth operations
Choosing the right telephone answering service for your business


In conclusion, a telephone answering service, such as Connect’s, can play a crucial role in supporting your business continuity plan by providing uninterrupted customer support, flexible workforce management, and serving as a centralized communication hub.

By integrating a telephone answering service into your business continuity plan and focusing on employee training, regular plan updates, and collaboration with external partners, you can minimize disruptions and ensure your business’s success during unexpected events.

It’s time to take charge of your business’s future and invest in a telephone answering service, like Connect’s, that can be bespoke enough to cater for your unique needs.

Frequently Asked Questions


What does a telephone answering service do?

A telephone answering service filters and prioritizes calls in line with your business needs, taking messages when you’re unavailable, blocking unwanted sales calls, and connecting VIPs when needed.

It acts on behalf of your business to professionally answer calls and take messages.


What is business continuity as a service?

Business Continuity as a Service is a managed framework that delivers solutions to the threats your organisation faces, identifies critical operational and technical risks and provides mitigation strategies to address them.

It makes sure your business is ready for unexpected events like natural disasters or cyber-attacks. And if something does happen, your business can keep running.


What are the key benefits of business continuity?

Business continuity planning offers organizations a comprehensive roadmap to prepare for and effectively respond to crises. It helps reduce risks during times of unexpected events, decreases the likelihood that a business may not recover from a disaster, and supports continued production of goods or services and maintaining income.

Quite simply, having a plan in place means your business can keep going and everyone stays safe.


What is the main role of a telephone answering service in supporting business continuity?

The main role of a telephone answering service in supporting business continuity is to always be there for your customers. Even when you can’t pick up, they handle calls, answer questions, and connect callers to the right person.

It’s like a backup system for your calls, making sure nothing gets missed


How can a telephone answering service make my business look more professional?

Outsourcing to a telephone answering service ensures that all calls are answered quickly and professionally, giving your business a bigger and more dependable image.

Additionally, they can manage customer enquiries and orders, allowing your team to concentrate on other important tasks whilst saving you money.