The answering service sector seems to have fallen into a rather uncomfortable trap. It was reported in the news today that several business firms are not being able to outsource their BPO work because of the lack of finances. The projects are either being put on the back burner, or they are being scrapped in totality. The business answering service units see this as a loss of their revenues. The call centers have enough reason to think so.
Let’s come to another aspect of business answering service. That is order taking services. Callers who are directed to the inbound Call answering services center desk often want to place an order for a product/service. They need to know the payment procedures. They want to know when the purchase can be delivered. To cope with this, you need confident call center agents. These agents handle thousands of such calls and know how to register and process the orders.
Right up front, you can tell your phone answering service when to get you involved – and when not to. Not all after-hours issues are emergencies. In many cases, a good service can provide a few simple solutions that will hold patients over until they can see you in the morning. There’s no reason for you to be awakened over every stuffy nose or high fever. Good medical services are trained to handle routine problems.
You can easily ensure this is possible by providing him/her with the correct training. If you must use a answerpoint.co.uk, do so only as a last resort. Research has shown that if an enquirer is calling after reading your offer from a medium where there are similar offerings to your own like in classified listings, they will simply move on to the next ad if they get an answering machine when they call you. This is because most people are impulsive by nature – if they want to use a typing service then they want all the information like rates, time frame, etc. now!
Do they understand your enterprise? Do they have the same kind of clients as you previously? Will they know how to treat with your customers? Do they know all the right solutions if asked? And the appropriate language that is appropriate to your enterprise?
Staff are happier. Your staff will no longer have to answer calls all the time, especially in busy periods or on a Monday when the phones won’t stop ringing. It enables them to get on with their job, rather than being distracted and constantly interrupted.
Have you ever been in a business premises where the phone never stops? Worse when that same phone never gets answered! It’s business suicide. A phone ringing all day with very little, if any time given to answer it. How much business is lost this way? How many problems remain unsolved this way? How many customers remain Mr Angry this way? If ever a business needed a call answering service it’s business that doesn’t have the man power or the capability to answer it’s own calls. Come on, this should be a thing of the past.