Hiring a phone answering service is essential for any growing business. Customer complaints start piling in as a company gets bigger, and hiring an in-house staff is costly and inefficient.
Before you pull the trigger on a particular service, though, you should make sure they check all of your boxes. Here are some mistakes you should avoid while searching for the phone answering service that’s right for your business.
In this day in age, most people hang up the phone when they reach an answering machine. They assume that no one will ever listen to their message. Customers are much more likely to stay on the phone when a person answers their call.
Part of the reason businesses need to hire phone answering services is that they can’t afford to keep their staff members answering phones at all hours of the day.
To keep customers happy, someone has to be on the other end of the phone whenever the customer calls. Each time you miss a call, you miss an opportunity to make an impression on a customer, encourage repeat business, and foster positive word-of-mouth.
When you’re searching for the right phone answering company to hire, make sure they’re available at all hours of the day. Limited availability should be a dealbreaker, no matter how much money you might be saving.
Remember: every call you miss is another missed opportunity. Hire a company with employees that work around the clock.
Almost every answering service incorporates a bit of automation in their process. If the customer can get the information they need without talking to a person, the process goes a lot faster.
In fact, 70% of customers expect a self-service portal when they need help with something. Automation has its place in customer service, but the phone answering service you higher should rely on it too heavily.
It should be easy for your customer to get on the phone with a person. They shouldn’t have to press a series of buttons to make sure they can’t help themselves.
Additionally, call services should have a limited amount of options on their interface. Customers don’t need to listen to seven or eight different categories to make sure their call is headed to the right person.
The call service you hire should keep it as simple as possible while making it easy for customers to get a hold of representatives.
It’s essential that call services have a strong understanding of your business and product. Customers want to talk to people who are knowledgeable about a subject.
If the customer gets the sense that they know more about a product than the call center representative, they’ll hang up almost every time. Even though these employees don’t work directly for your company, the customer will think less of you for hiring them.
Once you find a company that offers 24/7 support and an accessible interface, you can start quizzing them on business-related questions.
If they pass that test, this is probably the call service you want to hire. It might take a bit of searching to find the answering service that’s right for your company, but it will be worth it in the long run.
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