No matter how many Tweets go out, Facebook statuses get posted, or websites get viewed, customers still reach for the phone when they want to contact a company right away. But that isn’t just a guess, survey after survey have proven that speaking with a live operator on the phone is people’s preferred method of contact in a business setting. It was proven again in a new report issued jointly by the International Customer Management Institute (ICMI) and inContact.
Answering Service Blog
Topics: telecommunications services
In large law firms, the costs of running the office are easily managed. But in small offices, those expenses can be daunting. So, how does a solo or small law office cut costs? One way would be by cutting down on staffing expenses and outsourcing services, like a receptionist. This one small step can do wonders for the business side of your law firm. Some of the positive changes an answering service brings can include:
Topics: 24/7 answering service
Here at MLT, we are so concerned with providing fantastic answering services for professionals that we sometimes forget to stop and talk about ourselves. In order for you to trust us with your unique business needs, you need to know that we are reputable and stable. We are proud of our longevity in the answering service industry, so if you’re interested in knowing more about our dedication to our clients, 24 hours a day, seven days a week and 365 days a year, keep reading:
There are three vital communication elements that are required for those who work in the Home Health Care and Hospice services: sensitivity, accuracy and promptness. Your company is expected to be portraying all of these characteristics at all times, especially during the night or on weekends. If nighttime emergencies have a slow response, or you’re waiting until Monday morning to return most calls, you seriously lack in the “promptness” category. What’s worse, your patients may perceive you lack in the “sensitivity” category as well. In order to ensure your patients’ satisfaction, you can engage a 24/7 telephone service to cover those phone calls that are currently being missed or delayed. Hiring a 24/7 telephone service will:
Topics: call handling services
As a locally owned business, you need one main thing to put you ahead of the larger, chain store competitors: excellent customer service. The 2014 Global Customer Service Barometer study found that 60% of respondents who intended to conduct a business transaction or make a purchase decided not to do so after a poor customer service experience. In fact, the quality of service was the second most important factor that people consider when choosing a company to do business with. Luckily, the study goes further to describe what constitutes great customer service:
Topics: contractor answering services
The concept of an answering service works well for many companies who need additional phone coverage during busy times, mealtimes, emergencies, nights, weekends, or any time they need help fielding calls. Signing up with an answering service is a great way to keep costs low without sacrificing your customer service. These professionals can take messages, provide information, escalate urgent calls, and more. To decide if a live operator answering your calls during the hours you specify will be beneficial to your company, start by asking yourself a few questions:
We've all heard that automated voice mail lady, telling us what to do after the beep, but fewer people than ever are actually leaving messages. Voicemails among the general population shot down by 8 percent from just October 2013 to April 2014, and they’re still decreasing. If you’re expecting potential customers who call after hours to leave a message, you could be severely disappointed. People are reporting their anti-voicemail sentiments for several reasons, all of which matter to you if your phone calls are going unanswered:
Topics: after hours answering service
Being a small business owner isn’t a 9 to 5 job; it’s a lifestyle. You can work as hard as you can and put in as many hours as is possible, but it seems like there’s always more to be done. You can’t always be the one greeting customers at the door or personally delivering a service. You also can’t always be there to answer your business’s phone. Whether it is late at night, over the holiday, or simply an inconvenient time for you, there will be instances that you can not pick up the ringing phone. So, what happens? Who is answering your phone when...
Providing quality customer service, even over the phone, is paramount in keeping your customer’s happy and your business profitable. How do you want your brand to be perceived by those who call? Friendly? Smart? Trustworthy? When we speak, our listeners get an impression of how we feel from our tone of voice. It is not enough to just say the right words; we also need to be cautious about the tone we use so that we convey our message effectively and professionally. If your customer service reps let their underlying frustration with a rude customer interfere with the conversation, it is sure to make the situation worse and you may even lose a customer. Follow these helpful tips to keep the professionalism in your company’s phone conversations:
Topics: customer service
If this is your first time looking into an answering service or if you just need a bit of a refresher, here are four things to consider before hiring a telephone answering service for your business:
How it will affect your bottom line
What is the fee structure?
What is included in the pricing plan?
Quality and experience
Searching for an answering service can be a stressful task, but it doesn't have to be. Regardless of whether you're searching for a telephone answering service for the first time or you're looking to switch providers, the points above will help you make a more informed decision for your company.