Jacqui Frost

Why It's Crazy To Answer Your Phone

And why Theo Paphitis agrees ...

Posted on: 07/05/2015   By: Jacqui Frost

This week, The Office Genie was one of Theo Paphitis' six #SBS winners! We've been entering this weekly Twitter competition for a while now, so it was brilliant to see our timeline go crazy when the results came in ...

Here's our winning tweet:

So why did Theo pick a Call Handling service as one of this week's six? As a business owner, I believe the ability to call on the help and skill of a virtual team is invaluable. Not only can you get more done, but you can scale your business without the risk of employing staff of your own.

I use freelancers and outsourced professionals to grow and run my own business and I encourage you to do the same. And one of the easiest places to start is with your Call Handling.

Let me explain...

It's a crazy practice to answer your own phone

I've found that far too many business owners are still reluctant to outsource their Call Handling. After all, it's an activity that you can do yourself, isn't it?

Well, if you look at the financial implications of picking up your own phone, you may decide otherwise. In fact, I'd go as far to say that answering your own phone is limiting the profit potential of your business.

Think of it this way, if you have to answer every time it rings (or make the decision to let the call go to answerphone), you have to accept that your day will be regularly interrupted. The phone will distract you, interrupt you and cause you to lose your train of thought. I think you can agree that this is NOT a productive or efficient way in which to work.

In comparison, if you let someone else pick up, well that's one less thing you have to do. Plus, you regain control. You stop your phone controlling you. But more than that ... you take a stand for your time and stop your day being dictated by someone else's agenda.

How to stop being a slave to your phone

When you decide to outsource your calls, there are a few things to consider.

  1. Leave the right impression

    Some people are quite happy to reveal a Call Handler is picking up. Others prefer the Call Handler to give the impression you employ them.

    Each option has its advantages and disadvantages, but if you can find a provider who can answer in the same way as you, then that's great for your positioning and your reputation.

  2. How many calls?

    Next, decide how you want to outsource. For example:

    • Do you want a permanent solution, whereby all of your calls are diverted to your Call Handler?

    • Alternatively, do you want to outsource on an ad-hoc basis? For example, if you need some time to work on a report, attend a meeting, or update your accounts, you could divert your calls temporarily to allow you to focus without interruption.

    • You could even have an ongoing arrangement where your Call Handler answers just your sales calls or just picks up your overflow – the choice is yours.

  3. Indeed, one of the biggest advantages of an outsourced solution is you benefit from complete flexibility – divert as many or as few calls as you like – whatever works best for you.

  4. Pick the right level of service

    There are various 'ad-ons' available with Call Handling. For example, you can choose a basic call answering service where the Call Handler will take and pass on messages. Alternatively, you can choose a more sophisticated option whereby the Call Handler has access to your diary, so they can schedule in return calls (saving you yet more time).

    In addition, if your Call Handler knows the basics of your products or services, they may even be able to handle a raft of enquiries so that you only need to get involved further down the line.

How could a professional Call Handler support you?

The peace of mind that comes from knowing your phone will always be answered – regardless of whether or not you can pick up is liberating. So why not have a proper look at this outsourced option to decide if it's right for your business.

And if you want to pick my brains and discover all the possibilities, you know where I am :-)

Until next time ...


More about Jacqui Frost ...


I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.

Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!

I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.

Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!


+44 (0) 1604 529170



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