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A Better Answer Blog

Telemessaging Defined: Inbound, Outbound, and Executive Level


Telephone messaging, or telemessaging, is a frequently requested service among answering service companies. A telemessaging service is typically provided for small companies, service contractors, medical offices, and other businesses who want to be represented as a larger enterprise.

At ABA, we offer three levels of telemessaging services – Inbound, Outbound, and Executive.

Inbound Telemessaging

80% of ABA clients are using our inbound telemessaging services. The types of clients using this service include:

  • Doctors’ offices
  • Service contractors (plumbers, HVAC, refrigeration, water restoration)
  • Attorney offices
  • School notifications
  • Property management companies
  • Restaurant management companies

Each client is provided their own phone number. They can add this number to business cards or other marketing advertisements. They can also forward their phones to this number at the end of the day or while on vacation so it will be answered 24 hours a day.

With this service, ABA becomes part of the business office. At the onset of the engagement, inbound telemessaging clients are given a questionnaire to detail the information to be gathered from each caller, what to do in case of an emergency, who to contact, when and how, and other expectations to prepare our call handlers to represent the business seamlessly.

Each call and caller is handled at the unique and specified preferences of the client.

Outbound telemessaging

Outbound telemessaging is used to handle certain specialized projects. At ABA, we are highly selective which outbound telemessaging clients we’ll take on. We make sure that each call list is run past the do not call list. We will not take on a project unless the calls are permitted by those on the call list.

Examples of outbound telemessaging clients include:

  • Insurance companies
  • Medical clients
  • Lawyers

With outbound telemessaging, each client usually contracts out a certain amount of hours and a script is provided. At ABA, we help estimate the number of approximate hours needed for the calls and the client has the ability to gain back any unused hours.

Executive telemessaging

With inbound telemessaging, clients are using a group of ABA call handlers who are well trained on that particular client and client script. Some clients, however, want their callers to receive more personalized service.

With executive telemessaging, clients are assigned a single or a few ABA call representatives to handle their account. In this way, callers to the business aren’t aware they are calling an answering service as they may speak with the same person every time they call.

Clients using this type of service typically don’t have their own office so ABA becomes their virtual office and personal office assistant. The service is also offered only during business hours. The call handler for an executive telemessaging client does not follow a script; rather they build a close relationship with the client, the client’s business, and the callers.

Whether using ABA as an answering service or as an outbound calling service, there are different personalized contract options available to choose from. Contact ABA and let us know how we can help your small business today.Get My Free Guide Now

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