Choosing the Right Answering Service Charlotte NC for Your Business

published on 09 March 2024

Choosing the right answering service in Charlotte, NC, is crucial for enhancing customer interactions and streamlining queries for your business. With numerous options available, it's essential to consider various factors to find a service that best suits your needs. Here's a quick overview to guide your decision:

  • CMS: Known for its versatility across industries like healthcare and manufacturing, offering 24/7 support.
  • Answering365: Provides customized services including bilingual support, ideal for diverse customer bases.
  • Answer MTI: Offers affordable 24/7 assistance, catering to various business needs without breaking the bank.
  • MAP Communications: A local service with an in-depth understanding of Charlotte's market, focusing on personal customer interactions.

When selecting an answering service, consider their offerings, cost, adaptability to your business needs, industry expertise, scalability, technological capabilities, and customer support.

Quick Comparison:

Service Monthly Fee Per Minute Rate Customization Industry Expertise Scalability
CMS $99 - $499 $0.69 for overages High High Easy to adjust
Answering365 Starts at $99 $0.59 - $1.25 High High Easily scalable
Answer MTI Starts at $79 $0.69 - $1.29 Moderate Moderate Flexible
MAP Communications Starts at $99 $0.59 Moderate High Scalable

Evaluate your business's specific needs, such as call volume, types of services required, and whether you need 24/7 coverage or bilingual support. Matching these needs with the right answering service can significantly improve your business operations and customer satisfaction.

Criteria for Comparison

When looking at different answering services in Charlotte, NC, to find the best one for your business, here are some key things to think about:

Cost Analysis

  • Monthly fees - What do you get for your money each month? Are there extra charges for more services?
  • Talking costs - How much do they charge for the time they spend talking on the phone?
  • Starting costs - Are there any fees to get started or long-term contracts?
  • Saving money - Could this be cheaper than hiring your own team?

Services Offered

  • Basic needs like answering calls, transferring them, and taking messages
  • Special services for certain jobs (like booking appointments or taking orders)
  • Help in different languages
  • How they train their staff to talk to customers

Industry Expertise

  • How well they know your kind of business
  • Using the right words for your industry
  • Following important rules (like HIPAA for healthcare)


  • Can they change things to fit how you work?
  • Can you have your own welcome messages or hold music?
  • Can you change how they handle calls?


  • Can they handle it if you get more or fewer calls?
  • Is it easy to change your plan?
  • Do they have the staff and tech to grow with you?

Technology & Integrations

  • How they keep data safe
  • Can they work with your other software?
  • Features for forwarding, tracking, and looking at calls

Customer Support

  • How they help you get started
  • How quick they are to fix problems
  • Training they offer

Looking at these points carefully will help you find the service that fits your budget, meets your needs, and makes your customers happy, now and as your business grows. Also, check out free trials, what other people say, and how well-known each company is.

Comparison of Answering Services in Charlotte, NC

1. CMS


CMS offers plans that range from $99 to $499 a month, based on how many minutes you think you'll use. If you go over your minutes, they charge an extra $.69 for each minute. There are no extra fees to start, and you don't have to sign a long contract. Since CMS focuses on answering calls, it might be cheaper than hiring more people to work in your office.

Services Offered

CMS is there to help 24/7 with people who actually answer the phone in the U.S. They do a lot of things like answer calls, take messages, set up appointments, help customers, and take orders. They're trained in specific areas like healthcare and making things, and they can talk to customers in English and Spanish.

Industry Expertise

CMS has been around for over 10 years and knows a lot about healthcare, services for homes, making things, and insurance. They make sure to follow important rules like HIPAA. CMS tries to talk the way your business does and understands how your business works to give better help.

Customization and Scalability

You can change how CMS answers the phone, what people hear when they're on hold, and how calls are handled. It's easy to add or take away services as your needs change. They have enough people and the right setup to handle more or fewer calls as needed. Changing your plan to help your business grow is straightforward.

Technology and Integration

CMS uses safe ways to record calls and protect your information. They can connect with software like Salesforce, Zendesk, and PayPal to help you keep track of calls and support your business goals. Their online portal lets you see call data in real time.

Customer Service and Support

When you work with CMS, you get a person who looks after your account and helps with any problems. CMS wants to fix issues fast and offers training materials like videos and guides. They try to make setting up their service easy. You can get help through phone, email, and chat.

2. Answering365


  • Monthly fees begin at $99 for the basic help, with extra services costing more each month
  • Per minute rates range from $.59 to $1.25, depending on how many calls you get
  • You can stop the service anytime without being locked into a long contract
  • This could be a more budget-friendly option compared to hiring extra staff

Services Offered

  • They answer calls, take down messages, and connect calls to the right people
  • They can also set up appointments and handle orders
  • Offer help in both English and Spanish
  • Staff are trained to understand specific terms used in legal, medical, and other fields

Industry Expertise

  • They've worked with a variety of fields including legal, healthcare, and home services
  • They make sure to follow the rules and guidelines important to your industry
  • They can tweak their scripts and terms to match your business needs

Customization and Scalability

  • You can have your own messages for when customers are on hold, and your own greetings
  • The way they handle calls can be tailored to your needs
  • It's easy to adjust the service as your business grows or changes

Technology and Integration

  • They use a secure system to keep sensitive information safe
  • Their service can work together with CRM systems like Salesforce and Zoho
  • They offer features like call tracking, recording, and analysis

Customer Service and Support

  • You get a dedicated person to manage your account
  • Support is available 24/7 through phone and email
  • They work quickly to solve any problems
  • They provide an online help center and training materials

3. Answer MTI


  • The basic plan starts at $79 a month
  • If you need more services, they charge between $0.69 and $1.29 for each extra minute
  • You don't have to sign a long contract
  • This might save you money compared to hiring more people

Services Offered

  • They answer your calls and figure out what the caller needs
  • They can take messages and pass on important info
  • They help schedule appointments and book reservations
  • They offer customer support and help with sales, all in English
  • They're available all day, every day, with real people answering calls

Industry Expertise

  • They've worked with a bunch of different areas like healthcare, legal, and services for your home
  • They know the rules for different industries and follow them
  • They use the right words for your industry when they talk to customers

Customization and Scalability

  • You can pick your own hold music or messages
  • You can tell them exactly how you want calls handled
  • It's easy to adjust your service as your business grows or changes
  • They can add more people to answer your calls if you get busier

Technology and Integration

  • They use a secure system to keep your customer's information safe
  • They can work with systems you already use like CRM and helpdesk tools
  • They offer features that let you record calls, track them, and see reports

Customer Service and Support

  • You get a specific person to help manage your account
  • They offer help any time, day or night, through phone or email
  • They solve problems quickly
  • They have an online place where you can learn more and get help

4. MAP Communications


  • You start paying at $99 a month
  • If you use more minutes than your plan allows, it's $.59 for each extra minute
  • You don't need to sign up for a long time
  • This might be cheaper than hiring more people

Services Offered

  • They answer your calls and send them to the right person
  • They can take messages if needed
  • They help set up meetings and reservations
  • They're there to help customers and with sales too
  • They're ready to help any time, day or night, and they're quick

Industry Expertise

  • They know a lot about healthcare, legal, real estate, and other services
  • They make sure they follow all the rules, like HIPAA
  • They use special terms that fit your business when they talk to people
  • They get the unique needs of different businesses

Customization and Scalability

  • You can have your own messages for when people are waiting and your own welcome messages
  • They can handle calls the way you want
  • It's easy to get more help or less as your business changes
  • They can add more people to help when it's really busy

Technology and Integration

  • They keep customer info safe with secure systems
  • They work well with business tools and CRM platforms you might already use
  • They have features for recording calls, tracking them, and checking data
  • You can see what's happening with calls right now through an online portal

Customer Service and Support

  • You get a special person to help you all the time
  • You can reach out for help any time with a phone call or email
  • They fix problems fast
  • They have a place online where you can learn more and get help

Cost Analysis

When you're looking at the prices of answering services in Charlotte, it's like comparing different phone plans. Here's a quick look at what you might pay:

Service Monthly Fee Per Minute Rate Contract Length
CMS $99 - $499 based on minutes $0.69 for overages No long-term contract
Answering365 Starts at $99 $0.59 - $1.25 based on volume No long-term contract
Answer MTI Starts at $79 $0.69 - $1.29 for extra services No long-term contract
MAP Communications Starts at $99 $0.59 for extra minutes No long-term contract

Key Takeaways

  • All services start with monthly fees around $100
  • Extra charges for talking more range from $0.59 to $1.29
  • No need to stick around for years with a contract
  • Might be cheaper than hiring more people

CMS, Answering365, and MAP Communications change their prices based on how much you talk. Answer MTI might ask for more if you use more of their services. You can change your plan any time since there are no long contracts.

When you're comparing prices, think about:

  • Extra charges for special requests
  • Costs if you get busier and need more help
  • Fees for connecting with your other software
  • Costs for training and getting started

Understanding the pricing will help you pick a service that fits your budget. Try out the service for free if you can, to see if you like it and it meets your budget.

Services Offered

When looking at answering services in Charlotte, NC, it's important to see what each company offers. You want to make sure the one you pick can do everything you need for your business.

Here's a closer look at what each top answering service in Charlotte does:


CMS mainly handles basic call tasks:

  • Answering calls
  • Writing down messages
  • Connecting calls
  • Basic customer help

They also do a few more things like:

  • Setting up appointments
  • Taking orders
  • Answering billing questions

CMS has been around for over 10 years and is solid for basic call tasks. If you need a lot of special services, CMS might not be the best choice.


Answering365 does a lot more than just answer calls:

  • They can schedule appointments
  • Help customers with orders
  • Support different departments
  • Make reservations
  • Process payments

They also have:

  • Staff who speak both English and Spanish
  • Know-how in legal, healthcare, and home services
  • Custom call handling to fit your way of working

If you're looking for more than basic call answering, Answering365 can probably handle it.

Answer MTI

Answer MTI sticks to the basics like:

  • Picking up calls
  • Taking messages
  • Connecting callers to the right people
  • Some customer service

They can also help with:

  • Booking appointments
  • Making reservations
  • Supporting sales

But, their services don't go much beyond that. If you need a lot of custom services, Answer MTI might not be so flexible.

MAP Communications

MAP Communications offers basic services such as:

  • Answering calls
  • Taking messages
  • Connecting calls
  • Helping customers

They can also help with:

  • Setting up meetings
  • Making reservations
  • Helping sales teams

But their services are quite basic. If you need a wide range of custom services, MAP Communications might not be the best fit.

Key Takeaways

  • CMS and Answer MTI are good for just the basics, while Answering365 and MAP Communications offer a bit more
  • Answering365 has the most options for custom services
  • If you only need simple call handling, CMS and Answer MTI are solid choices
  • For businesses in healthcare or legal, Answering365 might be the best because of their industry knowledge

Think about what you need from an answering service. Whether it's booking appointments, handling payments, or offering support in different languages, pick a company that can do what's important for your business.

Industry Expertise

When picking an answering service in Charlotte, it's important to choose one that knows your business area well. The best service will talk the right way, follow the rules, and make sure your customers are treated the way you want.

Here's a quick look at how the top Charlotte answering services understand different businesses:


  • Been around for more than 10 years
  • Knows a lot about healthcare, making things, helping at home, and insurance
  • Keeps up with rules like HIPAA
  • Teaches staff the special words used in your business
  • Tries to sound just like your business does


  • Helps with law, medicine, home services, and more
  • Sticks to the rules needed for each business
  • Uses the right words for your business
  • Can change how they talk to fit how you work
  • Has staff who can speak both English and Spanish

Answer MTI

  • Has experience with healthcare, law, home services, and more
  • Keeps to important rules like HIPAA
  • Knows the special words used in your field
  • Working on getting better in more specific areas

MAP Communications

  • Knows about healthcare, law, selling houses, and other services
  • Makes sure to follow rules, including HIPAA
  • Trains staff in the language of your industry
  • Focuses on businesses in Charlotte

Key Takeaways

  • CMS and Answering365 have a lot of experience in different fields
  • Answering365 is the only one with staff who speak two languages
  • Answer MTI is still learning more about specific fields
  • MAP Communications is all about helping local businesses in Charlotte

Think about what your business really needs - like knowing medical terms, sticking to legal rules, or understanding local Charlotte customers. Then, find the service that knows these areas best. A service that's a good fit for your field means happy customers and a smoothly running business.

Customization and Scalability

When you're choosing an answering service in Charlotte, it's important to find one that can change as your business does. You want a service that can fit your needs now and also grow with you.


Here's how the four main answering services in Charlotte stack up when it comes to making things fit just right for your business:

  • CMS lets you pick your own hold music and greetings. You can also tell them how you'd like calls to be handled.
  • Answering365 goes a bit further by letting you really tailor how calls are taken, plus you can set your own messages and greetings.
  • Answer MTI offers similar options for custom music, greetings, and call handling.
  • MAP Communications also lets you set up your own hold messages and welcome greetings.

Out of all of them, Answering365 seems to give you the most freedom to make their service work just how you want it to.


Your business isn't going to stay the same size forever. You need an answering service that can handle it if you start getting more calls. Here's how these services say they can grow with you:

  • CMS has enough people and the right setup to deal with more or fewer calls. Changing your plan is easy.
  • Answering365 also makes it simple to adjust your services as your business changes.
  • Answer MTI can bring in more agents if you get busier. It's easy to change your plan with them, too.
  • MAP Communications can add more staff during busy times. And like the others, changing plans is straightforward.

Key Takeaways

  • All four services let you make some customizations, but Answering365 might let you do the most.
  • They all say they can grow with your business by handling more calls if needed.
  • Answering365 and CMS seem especially ready to change and grow with your needs.

It's smart to look closely at how each service can be made to fit your business and how they can grow with you. Make sure they can handle it if your business gets busier.


Technology and Integration

Choosing an answering service also means looking at the tech they use. You want a service that keeps your info safe, works well with the tools you already have, and offers useful features.

Here's a quick look at the tech side of things for the top answering services in Charlotte:

Data Security

  • All of them say they keep your data safe with secure systems.
  • CMS, Answering365, and Answer MTI don't go into detail about how they protect your data.
  • MAP Communications uses special security measures like encryption to keep data safe.


  • CMS can work with apps like Salesforce, Zendesk, and PayPal.
  • Answering365 connects with tools like Salesforce, Zoho, and Slack.
  • Answer MTI mentions they can link up with CRM and helpdesk tools.
  • MAP Communications also says they can work with various CRM tools.


  • CMS and Answering365 let you check out call data and listen to recordings.
  • All of them offer call tracking so you can see how things are going.
  • CMS, Answering365, and MAP Communications have online areas where you can manage things.

Ease of Use

  • CMS and Answering365 talk about how easy it is to get started with them.
  • Answer MTI and MAP Communications don't give much info on how user-friendly they are.


  • CMS and Answering365 let you tweak how calls are handled.
  • Answer MTI and MAP Communications don't give details on how flexible they are.

Key Takeaways

  • They all promise to keep your data safe, but some give more details than others.
  • CMS and Answering365 share more about what they offer.
  • CMS and Answering365 seem easier to use and more flexible.

It's important to pick a service with the right tech. This means they should be clear about how they keep your data safe, how they can work with your existing tools, what features they offer, how easy they are to use, and if you can make changes to fit your needs.

Customer Service and Support

When you're picking an answering service, you want to know they'll be there for you if something goes wrong. Good customer service means they listen and fix problems fast.

Here's a quick look at how the top answering services in Charlotte handle customer service:


  • You get a person who looks after your account.
  • They're ready to help anytime with phone, email, and chat.
  • They usually fix issues in about 4 hours.
  • They have videos to help you learn how to use their service.


  • You'll have one person to talk to about your account.
  • Help is always available, day or night, by phone or email.
  • They're quick to solve problems, often in 30 minutes.
  • There's an online place with helpful tips and guides.

Answer MTI

  • An account manager is there to help you out.
  • You can get help 24/7 through phone and email.
  • They try to fix things right away.
  • They offer some online guides.

MAP Communications

  • An account helper is assigned to you.
  • They're on standby for help 24/7 via phone and email.
  • They promise to solve problems quickly.
  • They have a few guides to help you get started.

Key Takeaways

  • Every service gives you a personal account manager and 24/7 help.
  • CMS might be the fastest at solving problems.
  • Answering365 has the most resources to help you learn.
  • MAP Communications doesn't offer as much learning material.

It's important to have a service that listens and responds quickly if you have questions or issues. Trying out their customer service before you sign up is a good idea to make sure they're a good fit.

Pros and Cons

Let's look at the good and bad points of each answering service in Charlotte, NC. This will help you figure out which one fits what you're looking for.

Here's a quick look at what's good and what's not so good about each service:

Service Pros Cons
CMS <ul><li>Been around for over 10 years</li><li>Reasonable prices</li><li>Simple to change your plan</li><li>Can handle more calls when needed</li></ul> <ul><li>Offers mostly basic call services</li><li>Vague on how they protect your data</li><li>May take longer to solve problems</li></ul>
Answering365 <ul><li>Offers a lot of services</li><li>Team speaks two languages</li><li>Can be tailored to fit your business</li><li>Quick at solving problems</li></ul> <ul><li>Plans might cost more</li><li>Not as much experience as CMS</li></ul>
Answer MTI <ul><li>Good prices</li><li>Help available 24/7</li><li>Service can be adjusted easily</li></ul> <ul><li>Just basic call services</li><li>Still learning about some industries</li><li>Not many options to customize</li></ul>
MAP Communications <ul><li>Knows local businesses well</li><li>Can quickly add more helpers</li><li>Quick at fixing issues</li></ul> <ul><li>Mainly basic call services</li><li>Not very flexible</li><li>Offers less help for learning</li></ul>

Key Takeaways

  • CMS has lots of experience but Answering365 has more services.
  • CMS and Answer MTI are cheaper but offer less customization.
  • Answering365 is best for meeting your specific needs.
  • All services can grow with your business by managing more calls, but MAP Communications is the quickest at adding more staff.

Think about what's most important for your business - is it the cost, how much you can customize the service, the company's experience, or how well the staff can do their job? Choose a service that has what you need most and where the downsides won't bother you too much.

Trying the service before you fully commit can also help you see if it's the right fit. Many offer free trials, so you can test their customer service and check if they deliver what they promise.

Making the Right Choice for Your Business

Picking the best answering service for your company in Charlotte, NC might seem like a tough job because there are so many choices. But, if you carefully compare the services using key points, you can find the one that fits your needs the best. Here's a simple guide to help you do just that:

1. Define Your Must-Have Features

First, write down the main things you need from an answering service. This list might include:

  • Help all day and night or just during work hours
  • Setting up appointments
  • Support in more than one language
  • Personalized welcome messages
  • Help with getting new customers
  • Working with your current software

Keep this list close as you look at what each service offers.

2. Compare Service Offerings Side-by-Side

Make a chart to compare what each service does. You should include columns for:

  • Answering and transferring calls
  • Taking messages
  • Setting appointments
  • Helping with sales
  • Support in different languages
  • Customizing messages
  • Working with your software
  • Special knowledge for certain fields like law or medicine

This chart will help you quickly see which service has the features you need.

3. Evaluate Cost, Scalability & Reliability

Look at more than just what they offer. Consider:


  • Monthly price and how many minutes you get
  • Extra charges if you go over your minutes
  • Setup fees
  • How much money you might save compared to hiring more staff


  • If it's easy to get more help when your business grows
  • Options for adding more phone lines


  • How often the service is up and running without problems
  • How quickly they answer calls
  • If the call quality is good

4. Read Reviews & Ask About Support

Don't just take the company's word for it. Look up what other people say on review sites. Also, ask about:

  • Help getting started
  • Ongoing help with your account
  • Support if you run into technical problems
  • How fast they fix issues

5. Compare Providers Head-to-Head

With all the info you've gathered, compare your top choices against each other. Pick the one that best matches your needs, budget, and how well they can grow with your company.

6. Do a Trial Run

If possible, try the service before you fully commit. This lets you see firsthand how good the service and support are, giving you more confidence in your choice.

Following these steps will help you pick an answering service that's just right for your business, ensuring your customers get great service.


Picking the right phone answering service in Charlotte, NC is a big deal for your business. There are lots of choices out there, so it's important to take your time and make sure you pick the best one for what you need.

Here's a quick guide to help you decide:

  • First, think about what you need the service to do for you. This might include answering calls, taking messages, transferring calls, setting up appointments, helping customers, and more.
  • Look at how much each service costs, including monthly fees and any extra charges. This will help you find a service that fits your budget.
  • Choose a company that knows a lot about your type of business. They should understand your industry's language and rules. It's also good if they can change things to fit your business better.
  • Make sure the service can handle more calls if your business gets busier. It should be easy to change your plan if you need to.
  • Check out the technology they use. Make sure they can keep your data safe, work with your current systems, and offer useful features like online portals and call tracking. The service should be easy to use and customizable.
  • Good customer support is important. You want a service that helps you get started and is there to fix problems quickly. Trying the service for a short time first can give you a good idea of its quality.
  • Compare the pros and cons of each service to see which one fits your needs best.

Taking the time to really look at what each service offers will help your business run more smoothly and keep your customers happy. Trying out a service before you commit to it is a smart move. The right answering service can make a big difference for your business in Charlotte.

What is the average cost of an answering service?

Answering services usually charge between $0.75 and $1.50 for each minute they spend on the phone for you. They might also ask for extra money for special features or if you want them to do more than just answer calls. The cost can be broken down into how much they charge for each minute or call, and a monthly fee for using their service.

How do I set up a business answering service?

To start an answering service for businesses, follow these steps:

  1. Find out who might need your service
  2. Pick a place to set up your office
  3. Talk to a phone company to get set up
  4. Write down your business plan
  5. Make your business official by registering it
  6. Open a bank account for your business
  7. Get the tools you need, like phones and a computer
  8. Consider using online phone numbers

Is an answering service worth it?

Yes, getting an answering service can be a good investment. Here's why:

  • Your customers get help more consistently
  • It makes your business look good
  • You can have someone answering calls all day and night
  • You might get more sales by being available after hours

What is the difference between a call center and an answering service?

An answering service is mainly for taking messages and passing on information. A call center does more, like answering questions, taking orders, finding leads, and dealing with emails and live chat using prepared scripts.

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