How You Can Evaluate How Well Your Phone Answering Service is Working for Your Business

Nobody knows your business as well as you, but if you’re like most small business owners, you wear a dozen different hats every day of the week. From getting new customers in the door to actually doing the real work, your days are probably packed with to-do lists and fires you need to put out.

That’s why you need a skilled customer Telephone Support team on your side. Answering every call simply isn’t something you can do, but having random employees field calls, or letting calls go to voicemail, can damage your business.

The problem is that not all phone answering service teams are created equal. Keep reading to learn more about how you can tell if yours is doing an excellent job or a sub-par one.

Professional Training Matters

You probably have people on your team with excellent communication and people skills. They might be good when it comes to interfacing with customers, but operator training and answering phone calls is a very different game.

The people answering your phone need to be well-trained on how to deal with potential and existing customers. From effectively scheduling appointments to solving problems with aggravated customers, more than a day or two of professional training is essential for customer Support staff.

Consider Hold Time

For many people in the small business world, sitting on hold for a minute might be the only respite from an overloaded schedule that you have in the course of a day. Average customers don’t feel that way.

In fact, some reports claim that more than 50% of first-time callers will hang up right away if they don’t reach a person on the other end of the line. That’s a huge number of potential customers for your business to lose.

If your customers are on hold before they even speak to a person, you don’t have enough people answering your phones or they aren’t efficient enough. Don’t lose customers by putting them on hold.

Hire a Phone Answering Service

If you’re worried that your customer telephone support isn’t getting the job done, or you’re simply understaffed, hiring a professional answering service can be a very smart choice. When you hire a professional service, you can get around-the-clock customer support for your customers from trained, knowledgeable professionals.

Your customers are the lifeblood of your business, so it only makes sense to give them the best support possible.

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