How Professional Answering Services Can Help Your Business
Oftentimes, customers who call a company for service want to be able to speak with an actual person. They want someone on the other end of the line that they can talk to and ask questions about their issue or problem. This is not always possible because many companies now use professional answering services as their primary form of communication.
Scaling Businesses with Call Answering Services
Companies do this in order to save money on wages they would otherwise need to pay employees, as well as make it more convenient for customers since you don’t have to wait on hold forever before getting help from a representative. However, there are some drawbacks that come along with these systems which we will explore below.
What are your thoughts? Do you think professional answering services might be right for your business? Leave us your opinion in the comments.
Answering services were first established as a means to provide live operators, who would answer calls and transfer them to employees within the company or forward them to an automated service system. This allowed companies to immediately respond and resolve any issues that customers had, while it still provided the benefits of automation and cost-effectiveness for their business.
These answering services typically charge by the minute for each call they take along with a monthly flat fee that covers unlimited incoming minutes. To cover these charges, companies need to aim for around sixty seconds per customer inquiry because anything less usually does not even out costs associated with every call received. Answ services also pass additional fees such as long-distance charges, taxes, and even penalties if their employees are not following rules set forth by the company.
However, there are some additional benefits that come along with these services which can make them a valuable investment for any business looking to increase its profits.
Professional answering services provide your business with increased customer satisfaction. Since companies now answer calls in much less time than it takes for someone to pick up their phone themselves, customers are able to receive questions or issues resolved much quicker. This makes them feel like they matter and impacts their overall experience using your product or service. After all, the more satisfied and contented a customer is after speaking with you or receiving assistance of any kind; they will be less likely to take issue with your product or service and more willing to promote it to friends and family. Having a live person answer your phone is a valuable thing for your business, especially when it comes to customer satisfaction.
When you have professional answering services take care of your incoming calls, then you can save yourself time that would otherwise be spent talking with customers one-on-one. In order to keep up with the high volume of incoming calls, most companies hire at least two representatives per shift in order to maintain adequate coverage throughout their work day. While these employees are trained on how handle sales inquiries, questions about products or services, payment procedures, etc., they still require constant supervision in order to avoid any miscommunication issues or mistakes which cause dissatisfied customers. By eliminating this need for supervision, you can instead focus on more important business concerns such as finding new ways to improve your company and further invest in its growth.
Having a professional answering service handle all of your incoming calls is also extremely convenient since they provide their own equipment such as headsets for each employee and VOIP phone systems that allow for multiple lines and extensions. This allows employees to easily pick up an incoming call on the first ring, no matter where they are located throughout the building or office since there is no longer a need for employees to share just one phone between them.
The benefits of using a professional answering service most often outweigh the costs and can be difficult to measure. One thing is for certain: they will help you gain more time in your day so that you can focus on what really matters – growing your business! Contact us today to learn how we can assist with all aspects of our client’s needs from setting up an appointment scheduling system right down to providing personalized voice mail greetings for each member of staff if desired. We’re confident that when it comes to making decisions about hiring professional answering services or any other aspect of their communications strategy, we have the expertise and experience needed for success!
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