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.
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som...
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i...
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the...
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full ...
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all, ...
Make Sure Your Email Has a Clear and Easy-to-Use Opt-Out Procedure
A key to keeping in touch with prospects for your answering service or call center is to collect email addresses and send out periodic updates or info...
Are You Sick of Hearing Complaints about Your Answering Service?
If you are the owner of a small business or the business manager in charge of overseeing your answering service, does it sometimes seem as if your ans...
Finding a New Call Center is a Big Deal
Finding a new call center to service and handle your calls is not something to pursue with casual indifference. There is much at stake. You can’t af...