Live Answering Service

Live Answering Services Offer the Human Touch

Written by Steven Bryan

Thanks to the growing popularity of voice mail and automated call routing, customers calling your business can usually get the answers they need. In many cases, though, they want to speak to a human customer service agent without having to navigate complex automated voice menus. An answering services agent can put your customers and clients and touch with a live person who will uphold your company’s initiatives.

Operating your own call center may be cost prohibitive, depending on the size of your business. Contracting with a company that provides live answering services can be a wise solution. You don't have to bear the full human resources costs yourself. At the same time, you are providing exceptional customer service to your clients.

Maintaining professionalism over the phone

Using live answering services certainly is convenient, but you always should expect a high degree of professionalism from the customer service agents representing your business. Each agent should be highly skilled in the following areas:

• Listening. An operator needs to hone in on exactly what the caller needs, asking questions along the way to get to the heart of their complaint or request.
• Innovation. A remote phone room will be using a script prepared by your staff, but more often than not, a representative needs to go "off book" and deal with a client one-on-one. Your provider should make trained, flexible agents available to handle your calls.
• Message taking. Customer service agents will be answering calls and taking messages, and this means they need to get all the details correct and route important calls to the right person immediately.

Outbound calls

In addition to incoming customer calls, live answering services can call clients as well, following up on their requests to make sure that they were fully satisfied. An agent can also make reminder calls to customers who are a little late on paying a bill.

To drum up additional business, the call center can even call regular clients to let them know about new products and services. If you need to conduct a telephone survey, the agents can do this as well, making the calls and tallying the results for your analysis. By leveraging their telephone skills, you can keep current customers happy and increase business at the same time.

Ready to get a live answering service for your company? Submit a free request for quotes and get matched to multiple dealers who will try to get you the best deal.

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