There are numerous call answering services in the UK today and they are not all the same. This can be difficult for people to understand. They think that any service provider they come across that has call agents to answer their phones can be trusted to engage their customers. They do not believe that one […]
There are numerous call answering services in the UK today and they are not all the same. This can be difficult for people to understand. They think that any service provider they come across that has call agents to answer their phones can be trusted to engage their customers.
They do not believe that one call answering service can be superior or inferior to another. But they only hold that attitude because they do not appreciate the complex work a call answering service does.
Unfortunately for some of these people, they do not realise that their choice of a call answering service matters until it’s too late, until they have chosen to partner with the worst possible service providers.
Incompetent answering services are difficult to disguise. Once you bring them on board, you are going to start noticing a number of worrying signs, for instance:
Knowledge of the Business
An answering service is supposed to convince your customers that its call agents are in-house representatives of your company. If they do their job as expected, the caller will never know that they just interacted with an outsider.
However, an answering service can only maintain this illusion by educating its call agents on the operations of the company they are supposed to represent. If you have an incompetent answering service on your hands, you will quickly notice that they simply don’t know enough about your products and services to cater to the needs of your customers.
This will create endless delays because the call agents in question keep referring callers with even the simplest of queries to your employees.
One of the biggest attractions of a call answering service is their availability. When you partner with a service provider in this field, it is supposed to give you confidence that, regardless of crises and emergencies, you will always have a representative on hand to answer every customer call that comes through even when you cannot reach your business line.
But if you have the wrong answering service working for you, your business is going to start accumulating missed calls, a phenomenon that answering services are supposed to eliminate in the first place.
Missed calls can ruin your reputation because they suggest that your company is either understaffed or it doesn’t value its customers.
With answering services, response time is just as important as availability. It isn’t enough for call agents to pick every call that comes through; you need to know that they won’t keep customers waiting for longer than is necessary.
But that is exactly what will happen if you contract the services of the wrong vendor. You will find that many calls keep going to voicemail and customers are staying on hold for far too long. If this situation goes unchecked, your business’ sales figures will begin to decline.
Some people will argue that you cannot identify an incompetent answering service until you put it to test but that is not true. There are ways of differentiating between the best and worst answering services long before you sign any contracts.
However, it takes the sort of time and hard work that people are unwilling to inject. This is despite the fact that the wrong answering service can sink your entire business.
We are trusted by thousands of businesses in the UK to provide the best Call Answering service experience. We have experienced and professional team operators on deck who are ready to handle all your calls. Sign up today – just give us a call, free on 0800 357 678.