Call Answering Services

Written by Kathleen Gagne
Bookmark and Share

Call answering services provide you with the chance to expand your sales opportunities beyond your active business hours. In addition to taking customer service calls, your answering service may also offer such options as technician dispatch under pre-determined conditions and sales support, including order taking and upselling. You can choose basic services or more advanced features as you need them.

If you are thinking about using call answering services instead of an after-hours answering machine, no matter how sophisticated, you are making a move in the right direction. Surveys show that irate customers or those who are in crisis because of a service failure or business need prefer to talk to a live operator. If that operator expresses empathy and offers professionalism, the customer is much more likely to be satisfied at the end of the call.

From simple message taking to handling major concerns, call answering services can mean improved customer satisfaction and retention. That translates directly to a stronger bottom line for you. In most cases, you provide the scripting, and the service does the training for the operators who will treat your customers the way you want them to be treated.

Call Answering Services Basics

If you are an individual running a service business, you can choose to have the operators answer only during non-business hours, or you can have them take messages that will be forwarded almost instantly to you. Some of the messaging options offered today include paging, cell phone voice messaging, cell phone text messaging, faxing, or sending messages by email. Depending on the nature of your business, you can choose a combination of the message delivery options.

Bookmark and Share