There’s no denying that providing excellent customer service is an absolute prerequisite in the modern business world, so if your customers can’t place calls to you at times that are convenient to them, then you will often be hurting your business in the long run – especially if your competition can provide the services and you can’t.
Fortunately, using 24-hour answering services are an excellent way to make sure your company is available when your customers need you the most, and it can make a big difference to the overall satisfaction ratings your company can achieve.
In this guide, we’re going to give you a selection of handy tips that will ensure you make the right choice when you are choosing a 24-hour answering service, so let’s begin.
First of all, it will be essential to ensure you pick 24-hour answering services that have enough staff available to cover any eventuality. There’s certainly nothing more frustrating than hiring an answering service that keeps your customers waiting on hold for far too long, so it’s wise to check that they will have staff available to ensure nobody is left waiting for more than a minute or two at most.
Something else to consider will be the overall efficiency and politeness of the answering staff. Just as you’d expect, having a poor answering service who’s generally dismissive or unhelpful to customers will not help your business at all, so it’s wise to pick a company who have carefully trained all of their staff to make sure they’re doing the best job possible.
Furthermore, many of the best 24-hour answering services will make sure the staff take advanced training to not only give them a pleasant telephone manner but also to ensure they have the competency necessary to help your customers.
Additionally, seeking out a call center that has the necessary certifications will go a long way towards making sure you are picking a company who have reliable staff that won’t let you down.
For individual companies, it’ll be imperative to make sure the answering staff is following the necessary compliance guidelines that’s required at your local or state level. An example of this will be when dealing with medical accounts, because the phone answering service will need to be HIPAA compliant as well.
The availability of your 24-hour answering services will also be a key consideration whenever you are shopping around and checking the different options available to you. Many of the best companies will ensure they have operators on the phone lines 24 hours a day, seven days a week, and even on holidays as well. This availability can be excellent if you need to provide phone coverage around the clock, but it may not be essential for every business.
Alternatively, you may prefer to choose a service that operates within the most common business hours such as 9-to-5. While this may not be as useful for your customers, it will ensure the service is cheaper for you to afford. Ultimately, making these decisions will depend on the kind of business you are operating and the kind of service you require from your answering service.
If you’re running an international company, then there’s a good chance you will benefit from having a multilingual answering service. Fortunately, many of the best answering service companies have multilingual staff who are on hand to talk to your customers in whichever language they prefer or are most comfortable with.
In conclusion, choosing a 24-hour answering service can be a smart move when you are aiming to give your customers the best possible service, and there are many great services available right now.