Even though the internet is more widespread today than it has ever been at any other point in history, for customers, phone calls are still the preferred means of communication. This is where call answering services enter the picture. The industry has grown exponentially over the years in response to the demand. Most businesses understand […]
Even though the internet is more widespread today than it has ever been at any other point in history, for customers, phone calls are still the preferred means of communication. This is where call answering services enter the picture.
The industry has grown exponentially over the years in response to the demand. Most businesses understand and appreciate the benefits call answering services bring to the table. But answering services are not all the same.
Some are simply better than others. This is why suitable service providers are so difficult to find. It takes a lot of time and energy to separate the good ones from the bad ones. On the flip side, answering services are also having to work much harder to stand out from the competition.
It isn’t enough to provide more appealing price tags. Firms of this sort must prove that they are indeed the superior option. And that normally means doing the following:
Minimising Automated Interactions
Answering services are popular because they provide customers with a real person whom they can interact with. That being said, there are times when call agents are simply too busy to engage every single caller.
In such situations, they must rely on robotic tools to interact with customers, encouraging them to leave a voicemail, collecting vital information regarding their reason for calling, keeping them occupied with a song, etc.
This is a perfectly acceptable means of controlling the flow of calls coming into an organisation. However, a successful call answering service will endeavour to keep these automated interactions to a minimum.
They will shorten the time a customer spends listening to a robotic voice. This tends to attract the appreciation, goodwill, and loyalty of callers.
Reducing Hold Time
As with the robotic interactions, there are times when service providers have no choice but to place callers on hold. They cannot be faulted for such tactics, especially when they are struggling to contend with an overwhelming number of callers.
However, while most customers can understand the reason why they must be placed on hold, they will grow to appreciate and respect those companies that minimise the hold time. This shows them that the organisation in question values their time.
Minimising Call Transfers
The agents that a call answering service uses to answer your company’s calls do not work for you. However, they are armed with enough knowledge to answer the most basic queries. This allows the agents in question to pass themselves off as employees of your business.
But if they encounter a particularly challenging customer, they are expected to transfer such callers to a more knowledgeable department or an employee within their call center or your organisation.
This is also perfectly acceptable. That being said, customers hate having their calls transferred because it means starting the conversation all over again and repeating themselves. This is why phone answering services that want to stand out endeavour to arm their agents with as much information as possible to minimise the need for transfers.
They want their people to have the capacity to answer and successfully resolve as many caller queries as possible before the need for a call transfer arises. Callers are happier speaking to just one person.
This sounds like a trivial matter but the opinion a caller has of an organisation could change depending on whether the call agent they spoke to kept or broke the promise they made. Call agents make promises all the time, especially when they need to control an angry customer.
They will promise to call the customer back with more in-depth answers, to send technicians over to solve a problem, to connect them with a more experienced agent at a later date, etc.
Callers always react positively to suggestions that they might receive answers to the problems that haunt them, even if those answers will come at a later date. But if your call agent doesn’t keep those promises, he is going to turn the caller against the organisation.
A professional service provider endeavours to hold its workers accountable for their promises, especially if they are using recording software to scrutinise interactions later on. If you’d like to sign up for our professional Call Answering Service, please give us a call today, free on 0800 357 678 or see our Contact Us page.