[166] Need More Free Time? Call Answering Services are a Game-Changer for MSPs

[166] Need More Free Time? Call Answering Services are a Game-Changer for MSPs

In this interview, Richard speaks to Leigh Smith, Director of Growth and Happiness at AnswerConnect, a 24/7, live call-answering solution founded in 2002. The service enables MSPs to streamline issue resolution, manage tickets more efficiently, and maintain their SLA compliance. And they offer support with capturing and qualifying leads.

Leigh explains why AnswerConnect specialise in working with MSPs, why it’s important to have a human on the other end of the phone and why using AI for call answering isn’t ideal.

Richard asks Leigh to share some specifics around the types of tools AnswerConnect integrate with, their pricing model and why you should trust them to answer calls on your behalf.

They also look at the service options: how to pick up your messages, how they deal with unsolicited calls and how they help clients hit their SLAs. Leigh also explains how they handle calls from prospects and the process for identifying and patching through urgent calls.

Richard also asks Leigh about the company culture, how her experiences in HR help her in her current role, and how to recruit and retain staff. She also explains how she got her distinctive job title.

AnswerConnect are still quite new in the UK, so Leigh shares her experiences of attending MSP events, how she stays up to date with the latest changes and trends in business, and her current recommended books.

Mentioned in This Episode


Jaksot(200)

[189] The Final TubbTalk: Saying Goodbye to Tubblog

[189] The Final TubbTalk: Saying Goodbye to Tubblog

As Richard hangs up his headphones on TubbTalk, the podcast for managed service providers, he shares his final thoughts on his experiences of almost 20 years of running Tubblog, the hub for MSPs.In th...

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[188] MSP Exits Uncovered: Everything You Wanted to Know (But Didn't Ask)

[188] MSP Exits Uncovered: Everything You Wanted to Know (But Didn't Ask)

In this episode, Richard talks to Laura Cook. She’s a strategic advisor who helps expert business owners earning between 250k and £3 million break free from the trap of being tied to the day-to-day bu...

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[187] Smarter MSPs, Microsoft 365 & The Future of Managed Services

[187] Smarter MSPs, Microsoft 365 & The Future of Managed Services

In this episode of TubbTalk, Richard talks to Scott Riley. He’s the founder of Inside Agent, a platform that makes complex M365 security an absolute breeze for managed service providers. His journey h...

17 Syys 20251h 19min

[186] Better MSP Sales: No Hard Sell, Just More Confidence

[186] Better MSP Sales: No Hard Sell, Just More Confidence

In this interview, Richard Tubb talks to Kristian Walker. He’s an Account Executive - New Business at Huntress. Huntress are one of the world’s leading cybersecurity organisations. Kristian has been m...

16 Syys 202553min

[185] How NetSec Became Emerging MSP of the Year

[185] How NetSec Became Emerging MSP of the Year

In this episode, Richard talks to Myles Peart. He's the Technical Director of NetSec, a UK-based managed service provider. The company recently won a prestigious MSP award from SuperOps and were named...

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[184] The MSP’s Guide to LinkedIn Growth: Expert Tips from John Espirian

[184] The MSP’s Guide to LinkedIn Growth: Expert Tips from John Espirian

In this interview, Richard Tubb speaks to John Espirian, a technical copywriter for many years. Having seen success on LinkedIn, he now works exclusively as a LinkedIn consultant.He has a private comm...

6 Heinä 20251h 29min

[183] Cyber-Snakes, ChaosRATs & AI Villains: Acronis CISO Tells All

[183] Cyber-Snakes, ChaosRATs & AI Villains: Acronis CISO Tells All

In this episode, Richard speaks to Gerald Beuchelt. He's the Chief Information Security Officer at Acronis, a company protecting millions of endpoints across 54 data centres, many of them managed by M...

29 Kesä 20251h 13min

[182] Managed Services for the Mind: Boosting Resilience for Leaders

[182] Managed Services for the Mind: Boosting Resilience for Leaders

In this episode, Richard Tubb speaks to Polly Brennan, a renowned mental fitness coach. She supports organisations to bring themselves back to a healthier mindset, boosting resilience and wellbeing no...

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