Answering Service: Professionally Representing Your Business

Wednesday, September 29, 2010

Though it's true that modern science and engineering has changed the face of commerce and the way we conduct our business, one thing holds true, customers who do business for the first time usually judge the company based on their initial interaction and the resulting experience therein. Say for example, customers entering a local grocery might hold the establishment in high regards primarily because they were greeted upon entering and was courteously assisted by the clerks, as opposed to their experiences with other stores they might have patronized before where not a single clerk paid any attention to them.

This applies to customers calling over the phone, which is even more challenging since their decision to do business with your company will lie solely on their experience over the phone. Whether they're trying to get a reservation, place an order or simply ask some questions, your business cannot afford to make mistakes here.

This is where an answering service contact center can help you. Having this service guarantees a professional standing with customers as well as your peers. Having your own toll-free number is something that not easily over-looked, is basically cheaper compared to having your own answering service done in-house, and gives the illusion of size for your company. An answering service ensures that all your calls are answered immediately, messages taken down accurately and customers are treated courteously. It gives the customers assurance that even if your business is closed for the day, there is someone who will still take their calls and handle their concerns. Customer service is on top of an answering service providers list.

These days, it's not just enough that someone be present at the cash register to receive payments from the customers, you also have to entertain queries and other concerns. Being undermanned and pressed for time is definitely something that will contribute greatly to the burden of not being able to satisfy customers with their issues and concerns and customers have a great memory – they will remember you even if you don't. When your business is boxed inside these hindrances, it's time to think out of the box.

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Answering Service Can Contribute To Your Bottom Line

Wednesday, September 15, 2010

Regardless of how big your business is, it's a no-brainer that having customers means you have phone calls to answer. Now, how you want your potential customers see you all depend on the manner and professionalism of how their calls were answered. This would make sense on weekdays, but what about the weekends? Will there be a person available to take that call? If there's none, then consider that as a lost potential sale.

As simple as answering a call may be, it still requires serious attention and effort in handling phone calls. It's a very important part of your business. Believe it or not, how you handle phone calls from your clients or customers reflect your management style and can make a serious impact in the success or failure of your company.

The most widely accepted option is to have a staff answer all of your calls. Depending on how deep your pockets are and the hours per day you want your phones to be answered, this could involve multiple people. If you decide to limit it within normal operating hours, you may be looking at just one person, leaving room for a backup in case something untoward happens like illness, absence, vacation or the untimely demise of your regular operator. A full-time answering service eliminates costs associated with providing a physical workplace for the agents, the technology needed to maintain an answering service, hiring and maintaining additional employees including vacation planning, hiring and training, benefits spending, and paid overtime.

Answering services do a great deal more than just answer phones and take messages. They offer clients order taking, mail receiving and forwarding, faxing, voice mail and others that deliver support and a competitive advantage for smaller offices.

If traditional 9 to 5 companies can earn from their sales and services given their meager work hours, imagine what a company with round the clock services including customer help desk can achieve. It's true, not every company needs a 24 hour service, but any company who takes advantage of a full-time answering service will see and feel the increase in their profits thru their products and services.

The cost of one of these business answering service companies can be less than what you would pay to have your own employee answer your phones and could involve coverage twenty-four hours a day. These companies can tailor their services to your needs, whether that means just answering calls and taking messages that are routed to you, taking customer orders over the phone, or anything in between. The company will train the staff that will service your company to act as if they were actually your employees. With this solution you can get the benefits of having your own employees without all of the costs, and every dollar saved in personnel costs can make a difference in your company's bottom line.

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