Key Information Provided as a Service to the Industry
By Peter Lyle DeHaan, PhD
When I consulted for the answering service and call center industries, people kept contacting me who wanted to start a telephone answering service. I didn’t feel right taking their money and tried to talk them out of it. After all, who wants to go into a business that is labor-intensive, capital-intensive, and never closes? (Though running an answering service is no longer as capital-intensive, it certainly was back then.) And the few people who insisted on hiring me soon gave up.
Yet the inquiry calls continued to roll in, taking up too much of my time and providing no business in return. In desperation, I set up a website, and referred people to it. That little site gave all the essential information and appeased most people.
When I stopped consulting to focus on publishing, I left the website up as a service to the industry. I even added occasional updates. With no promotion, it continued to get traffic, month after month, year after year. Though it had always been my intention to turn that website into a book, I never got around to it.
On January 29, 2019, I released my first call center book, How to Start a Telephone Answering Service. It even has a book trailer. On that day, How to Start a Telephone Answering Service, became the number one new book on Amazon in the outsourcing category.
For those of you in the answering service industry, you already know everything that’s in this book. But if you’re new to the industry or thinking about getting into it, this book contains valuable information. I think it’s the best information you’ll ever find on the subject, but then I’m a bit biased.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. Check out his latest book, Sticky Customer Service.