The Value Of Using A 24-Hour Live Telephone Answering Service
There are many reasons to use a Telephone Answering Service. If you’re a business owner or consultant, you can’t afford to miss a call because it could very well be a new business lead, a sales inquiry or a service call. You know the old saying, “miss a call, miss a sale.”
There is tremendous value using a 24 hour live answering services. Live Virtual Receptionists ensure you never miss a call especially when you’re not available. Callers want and need to speak to a live person and will hang up if they get voicemail.
There are many industries out in the marketplace that use answering services. For example, trade professionals such as Plumbers, HVAC Contractors, Roofers, Landscapers, professional service providers like Attorneys, Physicians, Doctors, Medical facilities and a host of others. Government offices regularly use answering services to enhance customer service level to their constituents.
How a Telephone Answering Service can Increase your Business’s Competitive Edge
1. Bridge the Gap When You’re Understaffed
Don’t worry if you’re understaffed. This actually might be a good thing believe it or not. Think about it. If you could get professional live phone support 24/7/365 to ensure your calls are answered without paying a salary and providing benefits wouldn’t you want more information on how to do that?
Live Virtual Receptionists can answer your phones for literally cents on payroll dollars spent. Maintaining a smaller workforce can save a significant amount of money, especially if you live in an area where minimum wages are increasing. You can still provide excellent customer service without increasing the burden of added payroll costs.
Click here for additional information on how an answering service can help you reduce your labor costs.
2. Multiple Call Management
Do you invoice your clients monthly and get bombarded with billing and service questions? Are you a 24 hour service provider like a Locksmith and have too many calls that you can’t get to them all? Or are you running a lead generation campaign that overwhelms your phone lines?
Regardless of how many calls you get, you still have to answer them in a timely manner so as to provide great customer service. You don’t need a ton of staff to answer your calls. An answering service is fully staffed to assist you in answering high call volume without you missing a call.
Think of an answering service as a 24 hour extension of your customer service department that will answer multiple calls at the same time so your callers get their questions answered with urgency and professionalism by a live agent with minimum hold times.
3. Filter and Separate Calls
When a caller needs assistance, it’s usually urgent to them but in reality the issue may just be a routine call. A lot of times all the caller really needs are a reassuring voice on the other end listening and letting them know that their concerns will be taken care of at the earliest possible time.
Logic based answering service technology will allow Call Agents to determine and filter out routine calls from urgent ones. An 24 hour call center provider can definitely help reduce the number of times your phone rings in the middle of the night. Call Agents can take routine messages or transfer emergency calls directly to you based on what you deem as urgent.
On the other hand, you might be getting a ton of solicitation or robo-calls that are interrupting your business flow. Again, a good answering service can filter those calls out right away with no interruption to you or your team.
4. Perception is Reality
Using a 24 hour live answering service definitely enhances the perception that your company is larger than it may actually be. This is great for solo practitioners and small business owners trying to grow their business. It also helps in increasing your competitive edge since you’re virtually open 24/7 any your competitors are most likely not.
5. Get More From Your Answering Service
There are lots of cheap answering services available. They may be budget friendly but if your calls aren’t answered correctly then your brand is cheapened and eroded. So when making a decision to hire a telephone answering service, the first thing to keep in mind is that these call agents are representing your company. Price is what you pay, value is what you get. Remember, your answering service is the voice of your brand and you have to get the right one who can best represent your business to your callers.
When you’re shopping for an answering service, find out what else is offered other than answering your calls. A quality answering service will include the following in your monthly service:
- 24 Hour Live Answering
- Free Web Portal to access messages on line
- Dedicated Account Manager
- Warm Patching/Transfer
- Custom Message Delivery
- No Extra Fees for Weekends of Holidays
6. What to Look For When Hiring a Telephone Answering Service
It’s important to fully vet potential answering service/call center providers since they really are the voice of your brand and an extension of your customer service department. Click here for a valuable tool to help you determine the right service provider for your needs.