For many companies, a phone answering service is not only used to extend business hours but allows the customers to feel as if they are being looked after. Providing quality customer service is key to creating a lasting positive impression when it comes to your business, making the selection of a service a vital decision.
To help you to decide, following are the best tips on how to choose the right phone answering service for your business:
1. 24/7 support is a must
This is the most important one; the best answering service should answer the phone call within moments, and always on 24/7. When it comes to customer service, quality is assessed based on how quickly and concise the information or guidance is delivered, so before employing a live answering service, check the operator’s availability. If 24/7 is an option, be sure to work in solutions such as help desks or self-service options to assist if there is downtime.
2. Real-time solutions
When selecting answering services for your company’s customer support system, you need to decide between many services, including pre-recorded messages or Interactive Voice Response (IVR) systems and human responders. Where the IVR, automated answering options is a convenient one; more than 75% of customers and callers prefer human call receivers over machines!
Having a dedicated live answering line boosts customer relations, satisfaction and sales where IVR systems can’t. So if your customers are asking questions better dealt with by human operators, than let a live answering service screen and forward customer calls.
3. Verify industry experience
When selecting a live call answering service, you’ll need to first consider its place within your business and its environment, ethics and ideals. As a virtual representation of the company, your operators need to have both experience in and an understanding of the business practice. We’d recommend when choosing a live answering service to look for those who have prior experiences working within your industry.
4. Flexible pricing
With the right live call answering service, your workflow and productivity will increase. However, you’ll want the initial costs of hiring the service to stay in budget. Be on the lookout for companies that provide flexible and transparent services, ones that allow customisable features for your requirements. Be sure to read the fine print and verify your prices with a trusted vendor.
5. Get bilingual
When your company’s aim is to reach as many customers as possible, a live call answering plays an active role. Before selecting a call answering service, look into those that provide operators who are fluent in the languages of your target demographics and make phone support accessible for a wider range of customers.
6. Multiple service levels and options
A good service provider should offer a range of options to fulfil customers’ unique needs, rather than insisting on a one size fits all business model. For example, different packages including, inbound and outbound on 100% toll-free numbers, sales support, customised emergency recovery and contingency, should all be available. Overall a call answering services should be dynamic and flexible during peak business times.
7. Lowest hold times
Longer holding times are the drawback that comes with live call answering services. The issue can rarely be avoided, especially in peak hours. While customers understand wait times, it’s up to the call service to ensure lower hold times even within peak business hours. Finding a call answering service that only uses automated options wisely will increase customer satisfaction and ensure all calls are routed correctly.
Generating leads and bringing in business is the start of what the right live answering service can do for your company. Keeping these tips in mind will help you in your search for a smart call service which provides more efficient and reliable customer care.