What Is A Local Answering Service, And Is It Your Best Bet?

agent-18779__180We’ve been in the answering service business for nearly 50 years, and so much has changed in that time. Through the years we’ve constantly evolved to take advantage of updated technologies, spanning the range from a switchboard in 1968 to the state-of-the-art digital messaging system we use today. That’s a lot of change!

But the core essence of our business has never changed—serving our customers as if they’re our friends and neighbors. We were established way back when to serve medical and commercial clients in the southeastern Pennsylvania area, and as we’ve grown we’ve expanded our capabilities to serve clients in the tri-state region as well as nationwide. But whether our clients are around the corner or across the country, we remain independently owned and still rely on the hometown values of friendly, professional, and customized service for each client and community.

A survey shows that 30% of centers primarily serve local or regional markets, while 56% serve a national market (The Global Call Center Report: International Perspectives on Management and Employment). While it’s true that some of the larger chain call centers outsource their work overseas, which can result in language barriers, not all answering services do. All of our receptionists work from our call center in Souderton, Pennsylvania. And while some of the larger national chain call centers aren’t able to personalize their services to each client, that’s definitely not the case with Towne.

With customized scripts unique to each client, our receptionists are able to tailor answering and messaging services to each client’s location. For example, by organizing a customer’s database by zip code we can easily dispatch the closest technician. And some clients have us give directions, sometimes as specific as “We are three doors down from the bakery.”

By customizing each client’s answering service calls and messages, we are able to know and care about their business and their community as if it’s our own. And that’s what we consider good local, hometown service.

If you’d like to learn more about how Towne Answering Service can partner with your business to provide personalized, exceptional customer care, please call us at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. Whether you are an existing or a new client, Towne Answering Service is always happy to consult with you to create a call center or answering strategy that meets your business’ specific needs and aspirations.


Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.