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Getting an Answering Service for Your Company
There's no doubt that customer service is one of the most important things a company can offer, whether it's large or small. If you're considering hiring an answering service, there are a few factors to consider.
Naturally, one of the most important has to do with customer relations. Figure out how many calls come in to your office after business hours, those that potentially must be handled by voice-mail or sent to a company web site to leave a message. Experts maintain it's crucial to first understand the scope of the problem before it's possible to make an informed decision.
Perhaps you have a small company that can't afford a clerk or receptionist, but also can't afford to lose or turn off even a single potential client. Or maybe you're undergoing an expansion and it's even more important to handle a growing stream of calls.
If you decide to go with an answering service, here are a number of factors to consider:
1. Experience. Think about how the potential interaction answering service operators can have with your customers. If you have an office open 8 hours a day, five days a week, that takes care of 40 hours of potential calls from customers. What's left? How about 128 hours a week? Finding a company with extensive experience is absolutely crucial.
2. Service Options. Most answering service companies offer services as basic as simply forwarding messages to more complete customer service that can require significant training so operators can determine when a message requires an immediate response and when one can wait until the next morning or the end of the weekend to return. Based on the cost and your needs, choose the service that fits your business needs.
3. Turnover. Ask the company about their turnover and find out how long workers who may be handling your calls have been with the company. Constant turnover could be a concern, as far as the quality of the operator working with your customer.
4. Statistical features. Sometimes, the best way to judge an answering service is by complaints. But many companies will offer ongoing statistical analysis of their work and can tell you the number of calls, the average hold time and the average number of rings before the call was answered.
If an answering service is the route you choose, be sure to do your homework and pick a company that can handle the job with the same quality that you'd personally give your clients, and who will get the accurate messages your company needs to follow up on for optimum growth and continued success.
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