The Profitable Answering Service
Peter Lyle DeHaan
This audiobook is narrated by a digital voice.
Are you tired of watching your profits get squeezed by rising labor costs, demanding clients, and aggressive competitors?
The telephone answering service industry is more challenging than ever, leaving many owners and managers feeling overworked and under-rewarded. It’s a daily battle to maintain quality, keep staff motivated, and stay ahead of technology—but it doesn't have to be a losing one.
Drawing on a lifetime of industry experience, call center expert Peter Lyle DeHaan, PhD, provides a powerful and practical blueprint for success in The Profitable Answering Service.
This comprehensive guide is packed with 65 field-tested strategies for everything from optimizing your billing and slashing employee churn to leveraging AI and building a marketing engine that consistently delivers new clients.
Each chapter offers clear insights and a "Moving Forward" action plan to help you implement changes immediately.
This book is more than a collection of tips; it’s a roadmap to sustainable profitability and industry leadership.
If you're ready to stop putting out fires and start building a smarter, stronger, and more profitable answering service, this is the one resource you can't afford to be without.
Duration - 3h 47m.
Author - Peter Lyle DeHaan.
Narrator - Digital Voice Maxwell G.
Published Date - Monday, 20 January 2025.
Copyright - © 2025 Peter DeHaan ©.
Location:
United States
Networks:
Peter Lyle DeHaan
Digital Voice Maxwell G
Call Center Success Series
Rock Rooster Books
English Audiobooks
Findaway Audiobooks
Description:
This audiobook is narrated by a digital voice. Are you tired of watching your profits get squeezed by rising labor costs, demanding clients, and aggressive competitors? The telephone answering service industry is more challenging than ever, leaving many owners and managers feeling overworked and under-rewarded. It’s a daily battle to maintain quality, keep staff motivated, and stay ahead of technology—but it doesn't have to be a losing one. Drawing on a lifetime of industry experience, call center expert Peter Lyle DeHaan, PhD, provides a powerful and practical blueprint for success in The Profitable Answering Service. This comprehensive guide is packed with 65 field-tested strategies for everything from optimizing your billing and slashing employee churn to leveraging AI and building a marketing engine that consistently delivers new clients. Each chapter offers clear insights and a "Moving Forward" action plan to help you implement changes immediately. This book is more than a collection of tips; it’s a roadmap to sustainable profitability and industry leadership. If you're ready to stop putting out fires and start building a smarter, stronger, and more profitable answering service, this is the one resource you can't afford to be without. Duration - 3h 47m. Author - Peter Lyle DeHaan. Narrator - Digital Voice Maxwell G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Peter DeHaan ©.
Language:
English
Opening Credits
Duration:00:00:10
The Venerable Telephone Answering Service Industry
Duration:00:00:05
1. A Century of Innovation
Duration:00:01:35
2. Celebrate the Telephone
Duration:00:02:20
3. Key Facts That Never Change
Duration:00:01:55
Management
Duration:00:00:03
4. Customer Communications 101
Duration:00:02:57
5. Technology Versus People
Duration:00:02:18
6. Common Mistakes When Running a Telephone Answering Service
Duration:00:04:38
7. Make Your Billing Strategy Work for You
Duration:00:05:27
8. Call Distribution Priority
Duration:00:03:28
9. Effective Leaders Seek Input from Employees
Duration:00:02:47
10. Be Careful What You Measure
Duration:00:09:47
11. How Well Do You Know Your Answering Service’s Clients?
Duration:00:02:06
Staffing
Duration:00:00:02
12. How Much Do You Pay Your Entry-Level Staff?
Duration:00:03:33
13. How Often Do You Thank Your Answering Service Staff?
Duration:00:02:04
14. Staffing Lessons from an Unlikely Source
Duration:00:03:49
15. Rethinking Remote Agents
Duration:00:03:36
16. Tips for Managing a Remote Workforce
Duration:00:02:58
17. Scheduling Answering Service Staff
Duration:00:04:14
Technical
Duration:00:00:03
18. Dealing with Answering Service Technology
Duration:00:03:25
19. The Allure of Hosted Systems
Duration:00:04:01
20. Two Main Types of AI
Duration:00:04:06
21. How Should You View Answering Service AI?
Duration:00:03:07
22. Applying AI in Telephone Answering Services
Duration:00:03:44
23. Match AI Technology to Answering Service Strategy
Duration:00:02:47
Sales and Marketing
Duration:00:00:03
24. Answering Service Marketing, Then and Now
Duration:00:02:56
25. Two Ways to Grow Your TAS
Duration:00:01:48
26. Consider Content Marketing
Duration:00:04:57
27. Where Are Your Clients Located?
Duration:00:02:53
28. Get More Clients
Duration:00:04:09
29. How Do You Use Social Media?
Duration:00:03:55
30. How to Handle Pricing on Your Website
Duration:00:02:57
31. Should You List Major Accounts on Your Website?
Duration:00:02:57
Optimization
Duration:00:00:03
32. Look for Ways to Better Serve Your Clients
Duration:00:04:26
33. Streamline Service Provision
Duration:00:04:40
34. Streamline Agent Hiring
Duration:00:04:25
35. Streamline Agent Training
Duration:00:03:36
36. Streamline Client Onboarding
Duration:00:02:46
37. Streamline Billing and Collections
Duration:00:03:22
38. Streamlining Accounts Payable
Duration:00:03:15
39. Streamline Administration
Duration:00:03:06
40. Streamline Other TAS Processes
Duration:00:03:20
41. Optimization Process
Duration:00:02:54
Website
Duration:00:00:02
42. Does Your Answering Service Have a Great Website?
Duration:00:03:53
43. What Does Your Website Do for You?
Duration:00:03:39
44. Seven Tips to Improve Your TAS Website
Duration:00:03:30
45. How to Make Your Website Shine
Duration:00:04:34
46. The Essential Pages Every TAS Website Should Have
Duration:00:05:54
47. Discover the Keys to Search Engine Optimization
Duration:00:04:12
48. DIY Search Engine Optimization
Duration:00:03:03
49. How to Have a Faster TAS Website
Duration:00:03:18
Mindset
Duration:00:00:02
50. Answering Service Fundamentals
Duration:00:03:08
51. Answering Services Help People Communicate
Duration:00:02:14
52. Don’t Put All Your Eggs in One Basket
Duration:00:03:55
53. Centralized or Not
Duration:00:02:09
54. Why Do Some Answering Services Grow While Others Struggle?
Duration:00:03:48
55. The Power of No
Duration:00:02:36
56. Is the TAS Market Really Shrinking?
Duration:00:01:28
57. Seize the Present
Duration:00:02:15
Strategic Considerations
Duration:00:00:03
58. Conduct a Year-End Review
Duration:00:04:51
59. Do You Have a Plan?
Duration:00:03:01
60. Buy, Sell, or Hold?
Duration:00:03:05
61. Rethink Your TAS for the Long Term
Duration:00:03:24
62. Having a Distributed Workforce
Duration:00:03:13
63. Does Your TAS Have a Niche?
Duration:00:03:15
64. Dealing with Owner Life Cycle Changes
Duration:00:02:49
65. What’s Your Exit Strategy?
Duration:00:02:55
The Next Step
Duration:00:02:39
About Peter Lyle DeHaan
Duration:00:00:24
Closing Credits
Duration:00:00:23