Surprisingly, even in the age of social media and the internet, 92% of all conversations with customers take place over the phone. Customers still, by and large, prefer to speak directly to another person before they spend money at a particular business. Clearly, having a well-defined call answering system is critically important to the success of your business.
Why Invest in a Live Answering Service?
Customers don’t like to sit on hold or wait for a callback after leaving a message. The vast majority of potential buyers want to talk directly to a person quickly and get their questions answered clearly and professionally. While your voicemail box can’t do this and your receptionist may be overworked from all the phone calls, you have another option: hiring a live answering service. Your business will enjoy several advantages, including:
- After-hours and emergency help
- Overflow management
- Automated message delivery
- Call screening
- Professional help
1) After-Hours and Emergency Help
Customers can call at any time of day or night, and no matter when they call, they expect a professional greeting and offer to help. Since you can’t stay awake and monitor the phone 24/7, a live answering service will run 24/7 to monitor phone calls and serve as your offsite, after-hours receptionist. Additionally, call center employees are trained to handle priority calls and reach out to you if necessary to deal with an urgent matter. You need only to concern yourself with the truly important calls–general inquiries will be taken care of before they ever bother you after hours.
2) Overflow Management
Even if you have a dedicated receptionist answering phone calls all day, there will be times when your help desk is simply overwhelmed with calls. That’s where a live answering service can help. Instead of waiting on hold, callers will speak almost immediately to a knowledgeable call center employee who can answer their questions and direct them to the appropriate person when necessary. If your business often gets inundated by phone calls, answering services could be a big help.
3) Automated Message Delivery
A live answering service comes equipped with a limited amount of automated functions to ensure that you or the relevant person receive messages and notifications meant for you quickly. This automated system redirects multiple important messages, including:
4) Call Screening
Anyone who owns a phone knows that on a nearly daily basis, you’ll receive robocalls, wrong number calls, prank calls, or other nuisance calls. For a business owner, this could mean your phone lines are tied up if a real customer tries to get through. Fortunately, a live answering service can help. Employees are trained to screen calls and ensure that only legitimate ones can reach you. Leave the robo-dialers and scammers at the door!
5) Professional Help
Finally, any business owner knows the importance of presenting a professional image. If you find yourself weighed down with constant phone calls, that professional image can start to wear thin. Fortunately, answering service employees are trained to always answer your phone calls professionally and to communicate clearly and courteously. You’ll never have to worry about your business being misinterpreted over the phone.
Pro Tip: Communicate your expectations clearly to your call center representatives. The more they know about your business, the more accurately they can represent you and help your customers.
Presenting a Professional Image to Customers
A phone call is often a customer’s first contact with your business. Handling their questions in a professional manner sets a precedent for how a potential buyer feels about your business and increases the likelihood that they will choose you. With a live answering service, you can be sure that your customers will always be treated professionally and that they will leave satisfied.
Connect with us to learn more about how to take advantage of everything a live answering service has to offer your business.