Leigh Smith is the Director of Growth and Happiness at AnswerConnect, a 24/7, live call-answering solution founded in 2002. The service enables MSPs to streamline issue resolution, manage tickets more efficiently, and maintain their SLA compliance. And they offer support with capturing and qualifying leads.
An Interview With Leigh Smith
Why AnswerConnect Specialise in Call Answering for MSPs
Leigh says that what sets them apart from other call answering services is their deep integration with MSP operations. “So, we offer 24/7 coverage, including holidays and weekends at no additional cost.
“Plus, we offer a customised script so you get a personal touch. And we integrate seamlessly with popular MSP tools to provide all of our clients with real-time data updates. We use Zapier to ensure everything works properly.
Additionally, we’ve got a really slick outbound dialling and instant call back feature. So that allows MSPs to respond to leads within minutes. That not only boosts customer satisfaction, but it sets them apart from their competitors as well.
The Importance of Using a Human for Call Answering
In today’s fast-paced world, says Leigh, clients expect that personalised service and instant response. Because when they’re dealing with technical issues, the last thing they want is to navigate an automated system.
“We ran a survey a year ago and 75% of callers reported feeling frustrated when they can’t speak to a real person. And when they’re already stressed, a human voice makes a difference. It reassures them that their concerns are being heard and addressed promptly.”
Leigh acknowledges that many MSPs she meets want to use AI for call handling. But, she says, “It should be there to support rather than replace human interaction. There’s less of that all the time in the modern world, but it’s how you deliver exceptional customer service.”
Why Your MSP Clients Won’t Mind if You Outsource Calls
Some MSPs don’t believe that their clients would be happy to speak to anyone but them on a call. That makes sense when you’ve invested time in building your brand and those client relationships, agrees Leigh.
“But it’s helpful to step back and look at the bigger picture. Yes, you’re the expert in tech and network management. But being constantly interrupted by calls slows down your service delivery and hinders your growth.
“So by having a professional answering service to filter and prioritise calls, you can focus more on strategic tasks, developing new offers and growing the business. And it doesn’t detract from the personal touch.”
How AnswerConnect Manage Different Call Answering Scenarios
Leigh talks through a range of scenarios faced by their typical MSP clients. “Firstly, our system is designed to recognise and prioritise urgent issues through the customised scripting we develop. And they choose how and who we alert.
“Next, we can qualify leads and prospects on your behalf. The most effective way to do that is if they come through a website form. Then we can do a callback. And our account managers work closely with each MSP to understand their needs so we gather all the key information.
“And of course, our agents are very well versed in handling unsolicited sales and marketing calls. We filter out and eliminate anything unwanted to ensure that only relevant and valuable messages reach our clients. Our team is trained to distinguish between spam callers and genuine queries.”
How Their Call Services are Billed
At AnswerConnect, all plans are billed at a flat monthly rate. These consist of set, inclusive minutes, but you can go over them if you need to. “We offer complete flexibility and we don’t tie anyone into a contract.
“So you can upgrade or downgrade your plan at any time to suit your needs. And all of our plans include that 24/7 support and customised scripting. We also offer appointment scheduling.
“The idea is that your plan adapts to your needs through the year. You might need mor support during summer holidays, or you want to use call divert more. Alternatively, you might have all calls filtered through us, or we only answer if nobody internally picks up. It’s up to you.”
The AnswerConnect Company Culture
Everyone at the company works incredibly hard, says Leigh. “But I think that the culture at AnswerConnect is really centred around collaboration, innovation, and a strong commitment to customer service.
“We are a remote-first company and prioritise flexibility to ensure that our team members have the autonomy to thrive in their roles and maintain a healthy work/life balance. And we have an inclusive and supportive environment.
“And it’s important that we get feedback from our staff and they know we have a transparent culture. When we empower our employees and create an engaging workplace, it allows us to better serve our clients and drive long term success.”
How to Connect With Leigh Smith
- AnswerConnect
- Follow AnswerConnect on LinkedIn
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- Connect with Leigh on Linkedin
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Mentioned in This Episode
- PSA tool: Autotask
- IT software solution: ConnectWise
- PSA/RMM tool: SuperOps
- Workflow automation tool: Zapier
- Podcast: How I Built This
- Podcast: Business Breakdowns
- Book: James Clear: Atomic Habits: The life-changing million-copy #1 bestseller
- Book: Dave Anderson: Unstoppable: Transforming Your Mindset to Create Change, Accelerate Results, and Be the Best at What You Do
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Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk
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