This article looks at how call-answering services for SMEs (small and medium-sized enterprises) and the associated benefits. It looks at the UK government’s definition of an SME; some of the characteristic strengths of SMEs and the challenges they face; and, discusses how call answering services – and other Paperclip services – can help SMEs to address some of these challenges.
The UK Government uses the SME definitions as previously created by the EU. These are:
Category | Head Count | Turnover (£m) |
Medium | <250 | <42 |
Small | <50 | <8.5 |
Micro | <10 | <1.7 |
These broad-brush definitions can be misleading. A law firm or estate agency with a turnover of £42m would be seen by most people in the business world as a large company. However, a construction company with same turnover would be relatively small.
For the purposes of this article, we are focussing on businesses that fall into the ‘small’ or ‘micro’ categories.
SME strengths
The following characteristics apply to many small and micro businesses. However, we appreciate that there will be many exceptions to these ‘rules’.
SMEs are often privately-owned and managed. Their flat management structures often make them flexible and adaptive, able to make rapid decisions and respond quickly to market changes. They are often perceived as innovative and entrepreneurial, receptive to both new ideas and market opportunities.
Many SMEs are initially set-up to target niche market opportunities and are therefore recognised as being ‘experts’ in that niche. The niche could be based on technical know-how, geographic coverage, or some other competitive dimension. In particular, SMEs often have strong local roots and make significant economic and social contributions to the towns or cities in which they are based.
On the downside, particular around start-up, SMEs face resource constraints. These constraints could be financial, human or technology based.
SME challenges
As mentioned in the previous paragraph, SMEs may struggle to access loans or investment to finance cash flow or growth plans. They have to make every penny count and keep overheads to a minimum. Particularly in the micro phase, the step-cost of employing an additional member of staff can be daunting.
SME may face difficulties in both recruiting and retaining skilled employees, particularly in the early days when there is no clear career path and employees may be concerned about the long-term viability of the business.
When Prime Minister Harold Macmillan was asked about the greatest challenge he faced, he responded: ‘Events, dear boy, events’. The same is true for SMEs which may not be robust enough to withstand economic downturns. The same applies to supply chain disruptions with SME being lower down the supply chain pecking order compared to larger competitors.
New technologies can be a major challenge for some SMEs due to cost, expertise and scarce management time. For example, AI is simple in concept but challenging in terms of time allocation, testing and refinement.
What are call answering services for SMEs?
Firstly, it would help to define call answering. It simply means that a business’ incoming calls are automatically transferred to a specialist call answering service provider, like Paperclip. All calls can be transferred (full divert) or just calls that have not been answered within a given timescale e.g. ten seconds (partial divert).
When answering the call, the Paperclip team member will answer in line with the protocols agreed with the client at set-up. The caller will believe they are speaking to a member of the client’s team. At Paperclip we don’t use scripts, so all conversations are natural. The objective is to get the caller to where they want to be. In some cases this can simply be giving them the chance to be heard.
There are almost an unlimited number of actions that a call answering service provider can offer a client. It can be as simple as taking a message or transferring the call. However, actions can also include taking payments, managing appointments and bookings, answering FAQs, updating CRMs and more.
How can call answering services help SMEs?
Call answering services for SMEs address many of the challenges faced by small companies as outlined earlier in this article.
Firstly, call answering services are charged based on the number and length of calls. This makes it a variable cost compared to, for example, the fixed cost of employing a receptionist. It keeps overheads down.
Even if an SME does have a receptionist, it is likely that they will be ill from time to time, go on holiday, eat lunch, have comfort break and, particularly in SME, be required to undertake multiple tasks, not just answer the phone.
All sales calls should be valued regardless of the size of a business. However, they are far more critical for SME which are seeking to build a loyal customer base. Using a call answering service ensures no sales calls – or repeat customer calls – are missed.
In many SME success stories there is a moment when an opportunity presents itself and is grabbed with both hands. Paperclip’s call answering, outbound call and admin support services enable SMEs to scale quickly and effectively when the need arises.
SMEs can often feel daunted when competing with larger well-established competitors. Call answering services provide a professional and tailored ‘first impression’ for new prospects. Establishing a reputation for answering calls and being proactive are two dimensions of the flexibility and adaptability that help SMEs survive and thrive.
Paperclip is an SME Too
Paperclip is itself a ‘small business’ in terms of the government definitions given at the start of this article. We operate a lean outsourcing business model, with all non-core activities outsourced to specialists: from payroll to cleaning, website to SEO, IT support to telephony infrastructure. We understand the challenges faced by SME because we live them everyday.
Let’s talk.
Call me on 01246 418 181. Maybe we can help each other to become the businesses we want to be.
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Hi, I’m Louise Bellwood, Director at Paperclip. I am responsible for delivering Paperclip’s customer service and growth strategies for 2024 and beyond, I am a crusader for the benefits call answering can deliver for organisations of all kinds; customer service, sales generation, customer retention and more. If you have a question about call answering – pricing, set-up, benefits – I would love to hear from you at louise@paperclip.co.uk or 01246 418 181.