Telephone Answering Services

Telephone Answering Services (NAICS 561421) encompasses businesses that provide live telephone answering and message transmission services for clients. These services typically involve receiving and screening incoming telephone calls, taking messages, routing calls to appropriate personnel, and providing basic communication support across various industries. The services can range from after-hours emergency dispatch for healthcare and law enforcement to general call center operations for businesses and government agencies that require continuous communication management.

Federal contract awards in this category demonstrate significant diversity, with contract values ranging from approximately $1,500 to over $75 million. Common funding agencies include the Department of Veterans Affairs, Department of State, Department of Justice, and Department of the Interior. Awards frequently utilize small business set-asides, including total small business, women-owned small business, service-disabled veteran-owned small business, and minority-owned business classifications. Frequently awarded entities include specialized communication service providers like Map Communications Holdings, Answer Kansas City, and various local government communication centers. Contract durations typically span one base year with multiple one-year option periods, often extending up to five years.

Recent federal contract opportunities focus on specialized communication services such as after-hours physician phone answering, emergency dispatch services, crisis line support, and healthcare communication management. Specific requirements include providing 24/7 telephone triage for Indian Health Service clinics, switchboard operator services for VA medical centers, and emergency communication support for federal land management agencies. Performance locations span multiple states and territories, including Hawaii, Massachusetts, New York, and U.S. territories in the Pacific. Most opportunities are set aside for small businesses and require HIPAA compliance, specialized communication infrastructure, and the ability to handle diverse communication protocols across different time zones.