Call Handling Service Helps Simplify Your Business
Why A Call Handling Service?
How often does your day get away from you? As business managers and owners, most of us have become pretty good at multi-tasking. However, there are still too many days that, upon arrival at work, you are pulled in so many different directions that you’re not able to get a good start on your own tasks for the day. In managing a successful business, there will always be 'those days'. The real key is to make sure they are the exception, not the rule.
It’s the Simple Things
As a long-time student of time management techniques and priority development, I find most often that basic process changes or well thought through updates can fix many of the time-eating frustrations experienced by today’s managers. A good number of those ‘lost days’ referenced above were caused by unclear communication, not getting the right people involved from the start, or a lack of a proper escalation process. Although often overlooked, a good quality call handling service can greatly reduce these issues and help you and your team gain back several of those lost hours every week.
An Important Process
Answering the phone is a business process just like any other business process. It’s an important one because for many service driven organizations, it is still the preferred method of communication. Since all of us have used phones all our lives, many business managers don’t think of it as a business process to be periodically defined and updated. However, this is one of the easier ones to evaluate and make positive changes to, either in-house or through a call handling service.
Process – Priority – Escalation
Most businesses will map out and record the voice-prompt selections of their phone system and stop there, but that is NOT a complete business process and can frustrate callers by trapping them in voice-mail jail. To make improvements that will save significant time and resources, you need to define your current call handling process in detail, have a priority assigned to all the types of inbound calls you receive (breakdown of each: clients, vendors, partners, associates, etc.) and written escalation rules for each of those call types.
Yes, it does take some effort up front, but the businesses who take the time and energy to do this properly greatly reduce those days that seem to ‘get away from you’. If you feel your business’ phone answering process is not its best or if you’d like to learn more about the benefits of an after-hours or 24/7 call handling service, please feel free to contact us – we always have an open line!
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