The Importance of Phone Answering Services in Business
Without customers, you have no business. The only way to keep your current customers and to create new opportunities is to assure your customers are happy. A smart way to provide excellent customer satisfaction is to hire a phone answering service. This provides your customers with a way to reach you all hours of the day. In a call center, the operators understand the importance of every call. One mistake on a telephone call can make your business suffer. Answering services know this and train their operators to be superior representatives of your company.
The first step in providing your customers with outstanding service is to let them know you are available around the clock. Make sure you advertise on your website or your literature you are available 24/7. This will help your customers to keep in contact without worrying about a call being missed. By using an answering service, a business owner is able to relinquish some duties to third party professionals who specialize in customer care. Outsourcing means your calls are handled by professionals, leaving more time for you to worry about other aspects of your business while opening up the door for excellent around the clock customer service.
Customer service is one of the most important parts of a business. Aside from the customer relationship benefits, your productivity and profitability will absolutely increase by using phone answering services. Outsourcing has become a popular trend in the corporate world, especially since the economic recession in 2009. Many companies have removed their answering departments and outsourced their calls to call centers to cut costs. While initially a cost reducing move, the companies are realizing that these CSR’s are actually performing customer service better than their own employees. They are more efficient, more cost effective, and able to protect your brand at a fraction of the cost. Removing an in-house call center and outsourcing to an answering service is a much more affordable route to take. Businesses will save money by not having to pay a live receptionist to answer calls and they will not have to buy expensive equipment and software.
Aside from saving money and helping customer service, outsourcing to a call center has many other benefits. By providing a live operator around the clock, the customers will never be sent to voicemail. This will improve your customer satisfaction and satisfied customers talk. They spread the word about your service to their friends, their blog contacts, their business associates, and post positive reviews about your service in online forums like Angie’s List and Yelp.
While a call center can carry out the task of answering telephones and taking messages, they have become much more advanced and can handle more than just receptionist services. Answering services also offer appointment setting, telemarketing, cross selling and up selling, product and service information, market survey and research, lead generation, voice broadcasting, and other services making them complete BPO providers. Having so much to offer, outsourcing means successfully having a third party handle all of your company’s needs. Outsourcing gives your customers a way to reach you around the clock and is an effective way for your business to reduce costs without reducing quality. Utilizing phone answering services are a wise choice for any business.