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Guide To Transformative Omnichannel Contact Center For SMEs
Get the best 24 7 phones answering service for your business through these nine tips
Phone answering service is a pretty straightforward service. This is where your outsourced company answers phone calls on behalf of your business.
While this still depends on the solutions you prefer, it just means you pay someone else to pick up the phone for you.
3 Kinds of Phone Answering Service
Phone Answering Service
Works Best For
Interactive Voice Response Systems
These are often called “autoresponders” and “robots”
Its core feature is the self-service and transfer options
|Easy to scale because of their interactive component that is very simple for customers to use||Disadvantageous if it is to be used as a stand-alone to talk to customers
Removes the human element on the business side of the phone call
Unable to understand context, tone and can’t deal with questions or requests they are not programmed to answer to.
|Businesses that receive calls 24/7/365
Businesses that receive more calls than an in-house team can handle
Businesses with customers that often need quick but relatively basic support
This is the traditional phone answering service
Often less personal than a virtual receptionist but still a live agent
This is often large in operations that specialize in sales, marketing, and customer service
|This is built for size and speed
Able to handle a high volume of low-complexity calls at once
|Works with pre-written scripts
Often works best with outbound calls
|Large B2C companies
Businesses with thousands of customers
Businesses in high-scale verticals such as retail, automotive, insurance, and telecoms
This is a live agent that manages a business phone answering service, albeit virtual, or that they don’t work onsite
|Often indistinguishable from an in-house employee
Works conventional receptionist that answers and transfers calls, schedule new appointments, takes messages, collects caller information, and answers basic queries from customers
|Too many customizations often take time before the onboarding itself||SMEs, startups, and B2B companies
Businesses in high-touch industries such as healthcare, real estate, law, and financial services
Businesses that prefer to differentiate their customer support
9 Tips to Hiring the Best Answering Service
In order to ensure you get the best 24 7 answering service for you, you must keep these in mind. This way, you can find a phone answering service that fits your exact needs.
1. Look for a provider that works with clients in the same industry
It is ideal to work with a phone answering service provider that works in your industry. It is best to look for a provider that has experience with a company similar in size and customers.
2. Consider their core values
Even if you outsource your 24 7 phone answering service, it is best to work with a provider that shares your core values. This is important as your chosen provider represents your business to your customers.
3. Zoom in on their industry experience
You ought to look for a provider that understands your niche and your industry. Asking about their experience can help you determine if they are the right provider for your requirements.
You can ask these questions to gauge their industry experience:
- Years of experience they possess in your niche/industry
- The skill set of agents working in that niche/industry
- Do agents speak and understand the industry speak or jargon
- Current or past clients
4. Location is important
This affects the service cost and therefore must be taken into account when choosing a phone answering service provider. It is a fact that hiring nearshore is costly in comparison with top outsourcing destinations like India and the Philippines. Pros and cons exist for both cases though.
5. Compare pricing models
You don’t have to choose a provider that you first see. That is why it is best to get at least 3 to 5 options. It is not good practice to rely on the pricing models you see on the provider’s website.
It is best to ask for a direct quote with your requirements clearly listed.
This is to ensure you will get the service that will suit your needs, at the right price point you are willing to spend.
6. Confirm items in their base charges
This is to make sure you are clear with service expectations from the get-go. You can verify the services you are paying for and identify which are not for you like hidden add-on services.
7. Identify calling processes and functionality
You must understand what functionality you will need to develop an effective phone answering service.
This means you identify the support services you need. This way, you will know which proposal suits your needs, is compatible with your business, and can handle customers or callers with ease.
8. Confirm service availability
You should verify if your chosen provider can manage calls during your required schedule. Especially if you require a round-the-clock phone answering service. As this offers more robust services and flexibility.
9. Data security is a must
Data and information security is critical for any business. As this includes your customer’s personal information.
Which means you are responsible for it and means doom for you when you lose their data. Data breaches impact 90% of small businesses and cost more than what you think.
That is why it is best to review your provider’s cybersecurity capabilities. Keep in mind the following:
- Places high priority on security
- Strictly follows your protocols and procedures
- Compliant with international standards such as ISO 27001 and HIPAA
Magellan Solutions for the Best Phone Answering Service
As an SME-focused provider with 18 years of industry experience, we provide the best 24 7 answering service for any industry vertical. We have the best technology to ensure our service delivery will definitely suit your requirements.
Our live agents are well-equipped with the necessary skills and talents to ensure we can represent your business at best. We assure you that they can build a professional and courteous connection with your customers every time they reach your business.
Magellan Solutions take pride in our ability to provide quality service with the best security protocols. We are ISO 27001-certified and HIPAA-compliant.
Contact us today and get the best phone answering service for your business. Fill up the form below!
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