If you run a large business it is not always easy to deal with the amount of customer service complaints and feedback. One way of countering this is to have people to hand to answer the phones. With more people working different hours or working from home opening hours are becoming less and less relevant and this is why you should consider a 24 hour telephone answering service for your business.
When you contact a company you need to find out who will be answering the phones. You want people who are reasonably confident and able to deal with any questions a customer could potentially have. Given that people can be working odd hours they need to be able to pay attention.
This should also mean a combination of both regional and national training. While you want people to have the same training in one part of a country as another it should also be said that some regions can differ. While the right level of knowledge is important a bit of leeway and flexibility is useful so that you are prepared for any issues that may be particular to a certain local region.
A national training scheme is important so that everyone has a basic foundation and knows what is expected of them. This means that if a call gets transferred to different branches then someone knows to deal with certain situations. Ideally people should have the information necessary.
It should be noted that there are certain times where you may need more people. For example you may be introducing a special one off discount or a special event. It is important to find out how much notice the centre requires in order to get the right levels of staff in to deal with the additional volumes of calls that they are likely to receive.
It is also important to be sure that they have the right level of staff. The problem is if they do not have enough staff to deal with demand there is the danger that people could spend a long time waiting on the phone. This can be very frustrating so you need to work with the centre to be sure they have enough people to cope with demand. It is also important to find out how much notice you have to give if you need to tell them about any upcoming events or offers.
It is also worth learning about the business. If you can you should find out about their other clients. You can then ask them whether or not they are satisfied with their services and whether the client would personally recommend using them.
There are a number of 24 hour telephone answering service companies available. It is recommended that you compare at least three companies. It gives you the opportunity to compare both the cost of the service and the level of experience. It is also recommended that you look up customer feedback and reviews as this will make it easier for you to find the appropriate company to suit your needs.
When you contact a company you need to find out who will be answering the phones. You want people who are reasonably confident and able to deal with any questions a customer could potentially have. Given that people can be working odd hours they need to be able to pay attention.
This should also mean a combination of both regional and national training. While you want people to have the same training in one part of a country as another it should also be said that some regions can differ. While the right level of knowledge is important a bit of leeway and flexibility is useful so that you are prepared for any issues that may be particular to a certain local region.
A national training scheme is important so that everyone has a basic foundation and knows what is expected of them. This means that if a call gets transferred to different branches then someone knows to deal with certain situations. Ideally people should have the information necessary.
It should be noted that there are certain times where you may need more people. For example you may be introducing a special one off discount or a special event. It is important to find out how much notice the centre requires in order to get the right levels of staff in to deal with the additional volumes of calls that they are likely to receive.
It is also important to be sure that they have the right level of staff. The problem is if they do not have enough staff to deal with demand there is the danger that people could spend a long time waiting on the phone. This can be very frustrating so you need to work with the centre to be sure they have enough people to cope with demand. It is also important to find out how much notice you have to give if you need to tell them about any upcoming events or offers.
It is also worth learning about the business. If you can you should find out about their other clients. You can then ask them whether or not they are satisfied with their services and whether the client would personally recommend using them.
There are a number of 24 hour telephone answering service companies available. It is recommended that you compare at least three companies. It gives you the opportunity to compare both the cost of the service and the level of experience. It is also recommended that you look up customer feedback and reviews as this will make it easier for you to find the appropriate company to suit your needs.
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