Paying Your Answering Service Per Call is a Major Red Flag—Here’s Why

In a world where time is money, choosing the right answering service can significantly impact your bottom line. With so many providers and pricing models out there, it can be a challenge to figure out which option is the best fit for your needs and budget. 

For today, we’re going to focus on one of the biggest answering service red flags: per call pricing. 

What is Per Call Pricing?

Per call pricing is a straightforward model where you pay a fixed rate for every call the Answering service receives. 

At first glance, this simplicity may seem appealing—after all, it’s predictable and easy to budget for. Sounds ideal right?

One of the major downsides of per call pricing is that it doesn’t account for the length or complexity of each call. Whether the call lasts 10 seconds or 10 minutes, you’re charged the same amount.

This can lead to disproportionately high costs for shorter interactions. Imagine paying the same price for a spam call as you do for a service call—does that seem fair?

Another big issue with per call pricing is the inadvertent pressure it puts on the answering service to shorten calls. When customer service representatives (CSRs) are incentivized to keep calls short, they try to get the customer off the phone as quickly as they can. Ultimately, the quality of interaction often suffers. 

Picture this: every time a CSR answers the phone, a 45-second timer starts flashing, warning them every fifteen seconds to wrap up quickly. How can they genuinely focus on helping your customers under such conditions?

What is Per Minute Pricing?

Per minute pricing, on the other hand, charges you based on the actual time spent on each call. This model offers flexibility and a more accurate reflection of the service provided. 

Whether a call requires a quick answer or professional response, you pay for what you use—no more, no less.

While the per minute model is still efficient, there is a stronger emphasis placed on quality of service. The goal isn’t just to handle calls quickly but to ensure every interaction meets a high standard of care. Less pressure to end the call quickly means that your customers get the attention and support they deserve. In the long run, this leads to better customer satisfaction and retention, which is invaluable for any business.

Bottom line – per minute pricing encourages CSRs to actively listen and prioritize your customers needs before anything else. 

The Bottom Line: Per Call vs. Per Minute

When comparing per call pricing to per minute pricing, the differences become clear:

• Cost-Effectiveness: With per minute pricing, you only pay for the time you actually use, avoiding unnecessary charges for shorter calls. 
• Transparency: Per minute pricing offers clearer insights into where your money is going, allowing for better budget management. 
• Scalability: As your business grows, the per minute model scales with you, ensuring you’re always paying a fair rate based on usage.

Why Per Minute Pricing is the Better Choice

In summary, while per call pricing might seem convenient, it often results in higher costs and compromises in service quality. 

Per minute pricing, however, strikes the right balance between speed and service quality, ensuring your callers receive the professional response they expect every time.

Ultimately, the best answering service is the one that aligns with your unique business needs while staying within your budget. When you’re evaluating your options, steer clear of per call pricing and opt for a provider that offers a per minute billing structure. Your bottom line – and your customers – will thank you. 

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