The ability to communicate accurate and timely information to your callers is crucial to the success of your company and a qualified answering service will need to understand this like no one else. Among other things, a qualified answering service staff should be friendly, knowledgeable, extremely compassionate and able to take and relay detailed messages back to you in an appropriate time frame. Your customers, clients or patients should not be aware that they have reached an answering service.
It should feel natural; like an extension of your office.
Another thing that is of great importance, in addition to having a motivated and friendly staff is the technology that the answering service uses. Using the latest in call center technologies in order to provide you and your customers with a quality experience is something that you should expect from a quality answering service.
Technology services enhance the way your answering service staff communicates with your clients so that every call is taken promptly and routed efficiently. Giving your customers the best possible experience on the phone helps ensure a long business relationship with them in the future.
One of the things you will want to consider when looking for an answering service is how long they have been in business. There is always a “growth curve” when a newer business starts out and you would rather not have them “learning” by making mistakes with your clients. Once you have found an answering service that has been around for a number of years, you will want to ask for and check up on their references. Find out how happy, or unhappy, their current clients are. Have they had issues with missed calls or customer complaints? Call into the message center and notice whether the answerer has a polite friendly tone to his or her voice. Did they make you feel comfortable?
Another thing you can look for in your answering service is whether they have won any industry awards such as the Association of TeleServices International (ATSI) award. This will virtually guarantee you a positive experience with your answering service.
One last thing to consider is whether the answering service has adequate staffing capabilities to handle the number of clients they are accepting calls for. You do not want your clients waiting on hold or having to wait more than 2 or 3 rings to have their call answered. Delays like that make the customer feel unappreciated and they may just decide to take their business elsewhere.
The manner in which phone calls are handled can make or break your business, so it is important to choose your telephone answering service wisely. You want to find an answering service with a friendly, knowledgeable staff, technology that allows them to answer your calls seamlessly, a good business track record with positive referrals, that has won industry awards and one that has adequate staffing.
Following this advice will allow your phone answering needs to be met and allow you to focus on what you do best, running your business.