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• Since entering the telephone answering service industry in 1995, Randy Ripkey has watched technology, customer expectations, and business operations change, while the fundamentals of good service remain familiar.

JACKSONVILLE, Fla., Sep 11, 2026, ZEX PR WIRE — When Randall John Ripkey entered the telephone answering service industry in 1995, the technology behind the business looked very different from what operators use today. Over the next three decades, he watched the industry adopt new systems, respond to changing customer expectations, and find new ways to measure and manage operations.

What has interested Ripkey most, however, is not simply how much has changed. It is how many of the industry’s basic challenges have remained the same.

“The tools are different, but operators are still trying to answer many of the same questions,” Ripkey said. “How do you provide reliable service? How do you manage your people well? Are your accounts priced appropriately for the work you’re doing? Those questions don’t disappear just because the technology improves.”

Ripkey owned Accurate Messages from 1995 until January 2026. He is now President of TAS Concepts, Inc., which develops billing and analysis software for the telephone answering service industry, including TASbiller and TASbillerCloud.

Technology Changed How Answering Services Operate

For Ripkey, one of the clearest changes over the past 30 years has been the growing role of software.

His connection to technology actually began before his answering service career. After working at Radio Shack through high school and college, Ripkey began writing custom computer programs. That early experience taught him to look at technology as a way to solve a specific operational problem rather than as an end in itself.

As answering service technology advanced, operators gained access to information and capabilities that would have been difficult to imagine when Ripkey entered the business.

The shift toward cloud-based systems is one example. Information that once depended on local systems and more manual processes can now be collected, organized, and reviewed much more efficiently.

Yet Ripkey believes more information only becomes valuable when an operator knows what questions to ask.

“Having data and understanding data are two different things,” he said. “A report can give you a lot of numbers. The important part is figuring out what those numbers are telling you about the way the business is actually operating.”

Customer Expectations Have Also Changed

Technology has not only changed the operator’s side of the business. It has also influenced what customers expect.

Businesses today operate in an environment where speed, responsiveness, and access to information are often assumed. Answering services must meet those expectations while continuing to provide the personal attention that has long been central to the industry.

Ripkey sees that balance as one of the industry’s ongoing challenges.

“The technology should support the service,” he said. “It shouldn’t make you lose sight of why the customer hired an answering service in the first place. At the end of the day, somebody needs their calls handled correctly and professionally.”

That basic expectation has remained remarkably consistent even as the systems behind the service have evolved.

The Numbers Behind an Account Still Matter

Another issue Ripkey has focused on throughout his career is profitability analysis.

He is frequently asked to speak about the subject at answering service conferences. His interest comes from his experience as an operator and the difficulty of understanding an account based only on how much it is billed each month.

Two accounts can generate similar revenue while placing very different demands on a service. Call volume, operator time, instructions, and other requirements can all affect what it takes to serve a customer.

“Revenue doesn’t tell you everything you need to know about an account,” Ripkey said. “You have to look at the work involved. An account can look good until you start examining how much time and effort it takes to service it.”

For Ripkey, this is one area where modern technology can help operators answer an old business question more clearly.

Better information does not make the decision for an owner. It can, however, make it easier to see where further attention may be needed.

Industry Involvement Offers Another Perspective

Ripkey’s view of the industry has also been shaped by his involvement with professional associations.

He served as President of the Southern Telemessaging Association from 2000 to 2001 and has served on various answering service association boards, including the board of ATSI. In 2023, he received the ATSI President’s Award.

Ripkey has also participated in the annual ATSI Hill Walk in Washington, D.C., representing the organization and its members.

Those experiences allowed him to hear from operators facing different circumstances and reinforced how much answering services can learn from one another.

“No two answering services are exactly alike, but you hear many of the same concerns when you talk with operators,” Ripkey said. “Sharing those experiences is one of the ways the industry gets better.”

What Has Not Changed After 30 Years

After more than three decades, Ripkey believes the industry’s future will continue to involve new technology. Those systems will change, just as they have since 1995.

But he does not expect technology to eliminate the fundamentals of operating an answering service.

Operators will still need to understand their customers. They will still need reliable teams. They will still need to know what their services cost to provide. And they will still need to make decisions based on what is happening inside their businesses rather than simply following the latest technology.

“The industry has changed tremendously since I started,” Ripkey said. “But good service, good information, and knowing your business are still important. I don’t see that changing.”

About Randall John Ripkey

Randall John Ripkey is the President of TAS Concepts, Inc. and a longtime member of the telephone answering service industry. He entered the industry in 1985 as the owner of Accurate Messages and remained with the company until January 2026. Today, his work with TAS Concepts includes TASbiller and TASbillerCloud, billing and analysis software developed for telephone answering services.

Ripkey is a past President of the Southern Telemessaging Association and has served on multiple industry association boards, including ATSI’s board. He received the ATSI President’s Award in 2023 and has participated in the organization’s annual Hill Walk in Washington, D.C. He is also a frequent conference speaker on profitability analysis for telephone answering services.