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.
In simple terms this means people will be available to deal with the needs of your customers. For example you may have something that people can purchase online. However if they have problems during the ordering process they may need to call someone. Therefore you need someone available to help with this.
This means more than simply learning a script. The best centres will offer a regular training program in order to keep people aware of what they need to and able to adapt. As well as national level training programs there are also regional equivalents.
However in some cases there may be issues that are particular to a local area. For example some products may be more popular in certain areas. Therefore there may be special offers that you may be able to promote to customers who may not necessarily be aware of those special offers.
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.
If you do want to launch a new promotion or service then you have to inform the centre. When choosing a possible company to handle your calls they ought to save the amount of notice they will need. This will be the amount of time they need to rewrite scripts and prepare the staff.
You also need to find out what they would do in the event of an emergency. Ideally they will have some kind of back up power to deal with any loss of power. Equally they should have some kind of disaster recovery plan if the centre is flooded or any other equivalent disaster.
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.
In simple terms this means people will be available to deal with the needs of your customers. For example you may have something that people can purchase online. However if they have problems during the ordering process they may need to call someone. Therefore you need someone available to help with this.
This means more than simply learning a script. The best centres will offer a regular training program in order to keep people aware of what they need to and able to adapt. As well as national level training programs there are also regional equivalents.
However in some cases there may be issues that are particular to a local area. For example some products may be more popular in certain areas. Therefore there may be special offers that you may be able to promote to customers who may not necessarily be aware of those special offers.
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.
If you do want to launch a new promotion or service then you have to inform the centre. When choosing a possible company to handle your calls they ought to save the amount of notice they will need. This will be the amount of time they need to rewrite scripts and prepare the staff.
You also need to find out what they would do in the event of an emergency. Ideally they will have some kind of back up power to deal with any loss of power. Equally they should have some kind of disaster recovery plan if the centre is flooded or any other equivalent disaster.
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.