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In today’s consumer-centric marketplace, your customers desire quality interactions with your company. This includes in person, by email, and over the phone. When it comes to the telephone, use an answering service to help deliver quality outcomes to your customers, which are hard to duplicate in house.
Employees at most businesses are expected to handle many tasks, of which answering the phone is one small aspect. Telephone answering services, however, focus on the telephone, which allows them to excel at it and provide quality results.
When you use an answering service, here are four quality characteristics your callers can expect:
1. Encounter Professional Staff: An answering service’s staff is key to their success. Answering services employ careful screening tools in their hiring process to find the best people. Once hired, they provide telephone training and advanced communication techniques to help staff excel at the work they do for you. When you start with normally pleasant people and supply them with superior customer service training, the results are professional staff who provide quality service.
2. Experience Desired Results: Having professional staff answer your calls is just the first step in providing quality service. This is because your callers expect more. When they call your company, they have an expectation of what they want to accomplish. And you better meet their expectation or you can lose them as a customer when they phone your competition to seek answers you didn’t provide.
Your answering service is about more than taking a name, number, and short message. Today’s sophisticated answering services excel in providing the results your callers seek. Anything less is not service but a disservice.
3. Enjoy Positive Outcomes: Having professional staff who deliver the anticipated results is great, but it’s also important that callers embrace the process. If your callers don’t enjoy the phone interaction when they call you to meet their objective, it’s highly unlikely they’ll ever call again. What’s more likely is they’ll call another business.
4. Engage With Advanced Technology: Answering services have staff who excel at providing the personal touch to your callers. This is the cornerstone of quality. However, many answering services today have sophisticated technology to support their employees. It’s critical that this technology be carefully implemented to supplement the efforts of staff, not overshadow them. An answering service’s technology is a tool, a means to an end, not the objective. The smart application of the right technology, at the right time, to the right degree, is the foundation on which superior quality is built.
Quality doesn’t happen by accident.
An answering service is intentional about taking every step possible to provide the best quality to their clients. Some answering services do this better than others. When you select the right answering service, they’ll provide you with this winning combination that you can’t beat.
You win, and your callers win. And that’s what quality is all about.
Richard L. Hutcherson is the director of operations for Answering Service One, a new kind of answering service that wants to become your number one resource to handle your communication needs. Contact Richard at 865-505-0456. Peter Lyle DeHaan is a freelance writer from Southwest Michigan.