5 Design Tips to Drive Your Telephone Answering Service
Do you feel like your staff wastes time answering calls?
Or maybe it takes your business too long to respond to customers?
Perhaps your current staff aren’t fully trained in customer service?
It’s been shown that 78% of consumers have abandoned transactions because of poor customer service.
Simply put, customer service matters.
Whatever the issue, a telephone answering service could be the answer to all your woes – but only if it’s designed correctly.
Read on for five tips on how to design a service that effectively answers all of your customers’ queries and leaves them with a great impression of your business.
1. Offer Automated Options at the Start of Each Call
One of the main benefits of an answering service is the fact that customers will be speaking to a real person, not a machine.
However, that doesn’t mean that automated options don’t have their place.
By creating a short list of clear options at the start of every call, you can ensure that customers aren’t passed around the wrong departments. This increases efficiency and cuts down on frustration.
In addition to your main options, always offer the choice of speaking directly to a member of staff, as some callers prefer this.
Provide your staff with Polycom Conference Phones to make it easy for them to put calls through to the right person.
2. Make Sure Your Service Is Available 24-Hours a Day
There’s nothing worse than trying to contact a company and being sent to voicemail.
The best answering services are designed to operate 24/7, so customers can reach you whenever they need to.
While an angry customer who’s met with an automated voicemail message might be lost to you forever, one who’s spoken to a trained customer service rep could easily become a customer for life.
There’s a small window of opportunity when it comes to saving your relationship with unhappy customers – make sure you grab it.
3. Hire Experienced Customer Service Representatives
Have your calls traditionally been answered by whoever happens to be free in the office?
Skilled, experienced customer service reps do much more than simply answer the phones. They solve complex issues, help build strong relationships with your customers, and drive sales.
If you want your telephone answering service to be a true asset to your business, you need to hire experienced customer service professionals.
4. Have Clear Business Goals in Mind
What’s the goal of your telephone answering service?
If you’re unsure then you won’t see the kind of impressive results that are possible.
Lay out some clear goals, and you’ll be able to measure the effectiveness of your answering service and make changes as needed.
Goals could include:
- Increasing customer retention
- Reducing complaints
- Increasing customer satisfaction
- Driving sales
Make sure your answering service goals tie into your wider business plan.
5. Hire Staff Who Speak Multiple Languages
How do you currently cope with customers who speak a foreign language?
Chances are, you have little or no plan in place.
A great telephone answering service opens up a whole new world of opportunity for your business by answering calls in multiple languages, then relaying information back to you in the language you choose.
This means that customers who don’t speak the same language as you will still benefit from the same great service, and won’t be left feeling alienated.
How Can a Telephone Answering Service Grow Your Business?
Designing an effective telephone answering service has so many benefits. It will:
- Stop non-customer service staff wasting time on the phone.
- Increase customer satisfaction.
- Expand your customer base to include foreign-language speakers.
- Help you to achieve your wider business goals.
- Create new leads.
Business is all about communication.
Get it right by designing an answering service that meets all your customers’ needs.