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Success in business depends on the way you manage it. You need to ensure that everything is organized and in order, even when it comes to managing calls. Potential customers will always call you for inquiries, while regular buyers contact you whenever they have concerns that needs addressing. Failing to respond to their calls will annoy them, prompting them to look for another vendor that can provide better customer service.
Maybe you have employed a receptionist to manage your calls. However, if there are hundreds of customers calling at the same time, your receptionist will not be able to handle them all. The receptionist may put them on hold and let them wait until he/she has completed a call, which may take up to thirty minutes. This is a disadvantage since customers are not patient enough to wait. If it keeps them too long to receive a reply, they will be irritated.
Why You Should Hire Call-answering Services
Outsourcing your calls to call-answering companies is more advantageous than hiring receptionists. With the help of these companies, you will be able to manage your calls more effectively and efficiently. This in turn allows you to provide better customer service. Here are some of the benefits that you can get from outsourcing call-answering services.
Potential customers will always try to contact you if they seem interested in your products and services. However, it would be a pity if you cannot reply to them just because they have made the calls off-business hours, when your receptionist is already resting in his/her home. On the other hand, this would not be an issue if you seek answering services.
Call-answering companies operate 24 hours a day, 7 times a week. They have staff that works on shifts, which assures you that your calls will be managed throughout the day. They also have backup power generators to ensure that they will be in operation even when power problems occur.
Cuts down Overhead Cost
Another benefit that you can get from outsourcing call-answering services is that it reduces your overhead cost. When you hire a virtual receptionist or a customer service representative, you need to pay for their monthly salaries, benefits, and allowances. You also need to provide the equipment that they need for answering calls. You do not have to bother yourself about these things if you hire the services of call-answering companies. They have their own staff and equipment. All you need to do is to pay them service fees that is only a fraction of the monthly salary of receptionist.
No Missed Calls
Another disadvantage of employing a full-time receptionist is that he/she cannot handle multiple phone calls at the same time. If you let a receptionist to manage your calls, there is a high risk of missed calls. Of course, missing the calls of your customers also means missed opportunities. Missed calls can also give your business a negative image, since neglected customers may report that your customer service is very poor.
You can reduce your missed calls to the minimum by hiring the services of call-answering companies. They have hundreds of employees who will handle your calls simultaneously. With their services, you can feel confident that your customers concerns will be addressed even when there are many callers on the line at the same time.
Provide Detailed Information to Your Customers
Call-answering companies also provide training to their staff, familiarizing them about your business, as well as teaching on them how to communicate properly with your customers. They also provide scripts for their staff for every situation, so that they will be able to provide accurate answers to your customers’ queries, as well as provide effective solutions to their concerns, regarding your products and services.
Improves Brand Image
Call-answering companies always train their staff to be courteous to callers. Even when they talk to irate customers, they will always maintain their composure and answer with politeness to ease and cool down the situation. This would make your customers feel respected. This would also convince them to continue patronizing your products and services.
Conserve Office Space
Another advantage of outsourcing call-answering services is that it provide more office space to you, which you can use for better purposes. Saving office space will also allow your employees to work with greater efficiency due to the spacious environment.
There are many benefits to gain in outsourcing call-answering services. By hiring companies that provide these services, you will be able maximize the profitability of your business, and satisfy your customers as well.
Mark is working as an agent for a reputable call-answering service. He has 7 years of experience in this field. You can learn more about his work here.