Engineering Firm Outsources to Maximize Growth to an Answering Service
December 19, 2016
Lamoure Engineering offers a variety of professional services, from designing water systems for cities and rural townships to land surveying. Dan Lamoure, PE, is the president of the company founded by his father Gene.
“We’ve always been a small, family company,” explains Dan. “For the past twenty years, our hometown has held fairly steady at about fifty-thousand people. During the past five years, though, we’ve had a real boom. Businesses are moving in, developments are being built, and we’ve even attracted a large software developer, which will help us grow even more in the future.”
The new development has had a dramatic effect on Lamoure Engineering. In the past, they would hire engineering interns from the university as office support staff. The interns could handle telephone calls, accounting, and appointment setting under Dan’s supervision. “This was a win-win for both of us,” said Dan. “They don’t teach you how to run a business in engineering school. They teach you all about physics, mechanics, and design. They don’t tell you what it’s like to operate a business. Our interns can see that side of things here, beyond straight engineering.”
The construction boom made it impossible for Dan to keep up with the demand for engineering services. He hired an office manager to supervise the interns and handle his routine bookkeeping. He spent more time in the field and hired two more engineers, one of whom was a former intern. Dan also put together a team of land surveyors to handle the growing demands of commercial clients.
“In this year alone, we’ve seen no less than four big-box retailers coming into this market. That’s dramatic growth,” said Dan. “It’s really exciting to be a part of it.”
His office manager researched options to cope with their growing business. She recommended outsourcing all after-hours and overflow phone calls to a telephone answering service. Dan agreed. “I had no idea how many calls we were missing until we hired the answering service. We often had all three lines busy, but I never thought about missed calls. I figured people would just call back. With the answering service we’re getting fifty percent more calls every day,” he said. “There are plenty of other firms to call if our line is busy; we were just losing business.”
Like his hometown, Lamoure’s business is growing. The new engineering staff, office staff, and additional interns have all played an important role. Dan is also quick to credit the additional help he received from his telephone answering service as a key reason for his growth. “Our answering service has played a surprisingly big part in our success.”
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry—and who helps businesses and organizations find the perfect answering service. Contact Janet at firstname.lastname@example.org or call 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
What Are the Key Capabilities a Call Center Manager Needs?
Hire Leaders That Possess These Essential Capabilities and Then Teach Them Other Skills A call center manager must master many things. While they can ...
Manager Versus Leader: What Is the Difference Between a Manager and a Leader?
A Successful Call Center Requires Both a Manager and a Leader Who do you want to run your call center, a manager or leader? Are they the same thing or...
Call Center Managers Must Seek to Maintain a Good Work-Life Balance
Call Center Managers Often Fail Because They Try Too Hard Managing a call center is hard work. Not everyone can do it. In fact, many people can’t. D...
Do You Have a $30 per Hour Nurse Doing $12 per Hour Phone Work?
Many healthcare call centers staff a mixture of registered nurses and telephone agents—or at least they should. The nurses do what they’re trained...
No Client is Too Small to need an Answering Service
Music teacher Kay Carter spends her summers providing private music lessons to elementary through high school students. She began offering the lessons...
Prepare Your Answering Service For Stormy Weather
“Everybody complains about the weather, but nobody does anything about it,” so said Charles Dudley Warner. Bad weather affects us all, including t...
Why You Might Benefit from Having a Multilocation Corporate Call Center
By strict definition a call center is a centralized place where calls are answered. However, technology now allows this fixed characterization to expa...
Optimize Your Customer Base to Increase Revenue
In last month’s post, Don’t Forget to Sell to Your Existing Client Base, we discussed the importance of including existing answering service clien...