Following an increase in business, small companies either flourish or fail, and the key to which happens is down to how they scale for growth. If your business keeps on increasing and you try to keep on doing things the way you’ve always done it, you will fail. There are several things you can do to help scale your business, take the pressure of you and your team. One of these is using a call answering service.
What Does a Call Answering Service Actually Provide?
Your gut reaction to a call answering service is, no, not for us. You want to keep control of that channel of communication with your customers because that’s the way you’ve developed and nurtured customer relationships during the first few years of growth. You’re probably concerned that your customers won’t receive as good an experience when they call you if their call is answered by a call answering service.
Well you have every right to have those concerns, its your business and they’re your customers. But look at it this way, when a customer calls your number, do they always get answered quickly, or do your staff have other things they’re working on? Does their enquiry get dealt with immediately or is a note taken and then hopefully someone follows through on it later in the day?
Imagine having a team sat there ready to answer the phone as soon as it rings. A team who are trained to deal with an enquiry that comes in, a team that are trained to the highest customer service standards. A team who only answer the phone and deal with customer enquiries, that’s all they do. They don’t also do admin work, they’re not doing the accounts, they’re not on the shop floor manufacturing things, they’re not dealing with customers face to face in your retail unit.
Now you can see the advantage of a call answering service right? Your customer’s call will be answered within a couple call of rings, and their enquiry will be dealt with immediately. Your customers will be raving about how excellent your customer service is, and meanwhile you can focus on the operations of your business, the business of growth. Your employees are freed up to do what they do best, rather than having the answer the phone whenever it rings.
How Will a Call Answering Service Deal with Enquiries Correctly?
But you may be wondering how an outsourced team who deal with phone calls for several of their clients will know how to deal with your customers correctly? Well due to technology which recognizes the number a customer rang, the call answerer will know which company the customer rang to speak to, so they will answer the phone accordingly. The software then provides all the information the call operative needs to deal with the large majority of enquiries, such as a form to fill out for requests for documents, or a schedule for booking meetings, and an organization chart to transfer calls to the right person.