My client called today with a referral sitting in his office. They had predetermined that the referral client is in need of Answering Services Level II.

As I sat listening to this new clients wish list it became apparent that I have not quoted or provided this service previously. Below is a description of the service as he envisions it -- my question: Is anyone else currently providing this and how did you determine your rates; hourly, per call and what calculation did you use?

Service Required As Stated by Potential Client ---

Need someone to be available 8 hours per day, to take calls that come to my multiple choice business line (press 1 for me, 2 for support, 3 for sales, etc) who will learn what my business is and be able to respond for me or determine my where abouts by using a shared calendar and give client time-frame for my personal response.

Initially, I thought this is a full time job but he cannot afford a full time associate nor pay an hourly rate for 8 hours a day, 5 days a week.

What are your thoughts?

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Cindy
www.eoseasy.comThe Chrysalis Plan

Am I understanding this correctly - the potential wants someone to work for 8 hours a day (full-time) but can't afford a full-time employee and he can't afford your hourly rate as a virtual assistant to do the service?

If that is the case, it is possible to make some modifications that could potentially benefit all parties. The first question is, about how many calls does he think that line receives daily (in that 8 hour period). If he only thinks the line gets 20 calls a day or something of sorts, then that may actually be workable. If, on the other hand, it's like a customer sevice line that rings constantly all 8 hours - his expectations aren't realistic.
20 calls a day breaks down to about 2.5 calls per hour, which may not be a huge interruption in the day (given that you are in your office near the phone at all times during this 8 hours). At that rate, you can possibly work out a per call fee that is good for you both. When considering that amount, I think you would want to figure out your costs (related to time and interruption). If he is ok with the option of you calling the clients back in a matter of 30 minutes or so, that can work as well and means you aren't glued to the phone during that time.

One of my very first clients wanted me to do such a service for them. I spoke with some Virtual Assistants and they emphasized that having the client dictate your hours of availability makes them classify in the employer category. Those things get tricky when it comes to taxes and reporting, etc. But, the client and I had an agreement similar to what I mentioned above. I would keep an accounting of the calls made/received related to her business and invoice her for them on a weekly basis.

It's just something to consider, but again, it's really dependent on how busy you are already and if you want to take on such a task or if you even have the time to do it.

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Nikki Johnson
The Millionaire's Assistant™

Thank you Nikki;

That is about what I was considering. As the client is on hold at the moment to get me the call volume data - I am not currently concentrating on his quote.

Maybe he will have a new plan and/or budget when he gets me the info!

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Cindy
www.eoseasy.comThe Chrysalis Plan

I have a client where I answer their inbounds calls. I am available to answer 9am to 8pm. It is usally only about 5-6 calls a day so its not that much. I only charge for time on call. I calculate that from my hourly rate. If I miss a call he is happy with me returning the calls within a reasonable timeframe. He uses Vumber and I just log on in the morning and roll calls over to me and do the same at night. I also charge a time for this part.

Tausha;

Wow, that is a lot of hours to be "on call" for your clients calls and you only charge by the call minute.

Interesting idea and I might consider some variation for this client if/when he gives me call data.

Thanks for your insight

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Cindy
www.eoseasy.comThe Chrysalis Plan