You’ll need some form of maintaining basic customer information such as address, name and number to contact during an emergency and any special answering instructions. For this, simply go with 3 x 5 or 4 x 5 index cards and place them in each customer’s message slot for easy operator reference. Many services have these cards laminated in plastic to prevent them from getting dirty or deteriorating with constant use.

Efficiency is the name of the road leading to profits in any small business, so when you begin one switchboard, make sure you have that position-splitting key, and that you balance the board. In other words, don’t put all of your similar customers–such as plumers, electricians and doctors on one side of the board. Instead, divide them across your board–half on them on one side and half on the other side. This will enable you to put two operators on that board in times of emergency. Your customer lines must be distributed according to usage across the board for maximum efficiency of your operation.

Each time a customer “signs” for your services you should have him sign a simple contract that specifies the name and address of the firm to be billed for the service, and typed name as well as signature of the person authorizing the service. There should also be space on this contract for alternate phone numbers, names and addresses as well as phone numbers of persons to contact in case of emergency, and any special answering instructions the client may want you to use. Don’t forget to include a clause requiring 30-day notification of service cancellation by either party to the contract. It’s also a good idea to state that a full month’s payment must be made for any partial month’s usage, in order to cover any disconnect charges. You’ll probably want to stipulate that the last month’s base charges are to be paid at the time of service approval, in order to enhance your working capital situation.

Check with the phone company–find out if they or you are to bill the customer for hook-up charges, and the line into your switchboard. By all means, get everything written out and fully explained in the contract. You’ll be money ahead by paying a good contract that not to put all that you want into a legal contract that not only protects you, but also is binding upon your customers.

One other item of paperwork you should have is an Errors & Omissions Insurance Policy. This protects you and your operators against any liability form mistakes or missed messages–very good to have, and available at very low cost thru the Associated Telephone Answering Exchange, inc. by special arrangements with Lloyd’s of London. Your other insurance needs are those basic to any business. Always shop around for the best rates.

In the beginning, you and your spouse or partner can operate a telephone answering service. However, we strongly suggest that you add to your “operator staff” just as quickly as your customer list warrants. The longer you try to operate with just 2 people, the longer it’s going to take you to achieve real profitability.

Remember, you want a 24 hour, seven-days-a-week, full service operation. This will require at least three full time operators for your board, plus at least one relief operator–and don’t forget about commission sales people.

Ideally, you should try to hire people with telephone switchboard experience, but in order to get these people, you may have to offer short-shift, moonlighting tom regular telephone company operators. It will take some time to train inexperienced people, so bear this in mind when you begin looking for people to hire. It’s always a good policy to hire your new, inexperienced people for the evening shifts. Break them in by having them “sit in” with an experienced operator during the daytime hours, and have someone close at hand during their first week on the evening shift before turning them loose to handle the board by themselves.

Related post with How to Start a Telephone Answering Service

How to Start a Telephone Answering Service (part 1)
How to Start a Telephone Answering Service: Switchboard
How to Start a Telephone Answering Service: Setting up Facilities
How to Start a Telephone Answering Service: The traditional Telephone Company Switchboard
How to Start a Telephone Answering Service: Maintaining Basic Customer Information
How to Start a Telephone Answering Service: Qualifications to Look for in an Operator

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