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MISLEADING PERCEPTION: Social media is the newest and most effective way to gain leads this 21st century. This isn’t 100% true, nor is it false.
Reality is, many are still wobbly about social media advertisements because of the numerous cyber fraud cases. Despite the shift to online transactions in the business realm, many customers and businesses still want to close the deal personally.
In fact, 65% of businesses still believe that phone calls are still the most reliable way to acquire potential sales. This means that if you want to boost your business, don’t cram on social media alone. It’s vital that you partner in customer support solutions too!
Skeptical? Keep reading. We’ll tell you how you can grow your business with the help of professional phone answering services!
Overview of Magellan-Solutions Professional Phone Answering Service
24/7 Answering Service
Do you need help attending to your customers in the wee hours? This service can help you handle incoming calls from your prospective clients or customers at any time of the day.
Virtual Receptionist Service
If you already have a lot on your plate but are hesitant to hire another employee as it’s costly, this service allows you to hire virtual assistants. They can perform administrative tasks like appointment scheduling, order taking, inbox clearing, and other administrative tasks.
You can reach a global market and cater to customers of different languages. Magellan-Solutions has a team of trained staff who can handle calls in other languages such as German, French, Italian, Spanish, Japanese, Thai, Korean, Bahasa, and Indonesia/Malaysia.
Interactive Voice Response System
This automated telephone system efficiently collects essential customer information without human involvement. Its capabilities encompass text-to-speech integration and the use of professional voice-over artists. Its primary objective is to reduce customer management expenses.
Ways To Maximize Magellan’s Professional Answering Service
Here are some effective strategies to foster a collaborative and transparent relationship with your outsourcing partner to maximize the benefits of your answering service.
1. Set An End Goal
Why would you need a phone answering service? Determine what you want to achieve with your call-answering service. Is it to increase customer satisfaction by having 24/7 support, reduce missed calls, and improve first-call resolution rates?
By setting an objective with your partnership with Magellan-Solutions, you have a basis of its effectiveness or if its performance is aligned with your business goal. Communicate this with your outsourcing partner regularly so you can also track their progress.
2. Choose The Right Phone Answering Service
Magellan’s phone answering services are flexible and customizable. You can choose from a variety of options and features that suit your business needs and preferences, whether you need 24/7 support, multilingual support, virtual receptionist, appointment setting, or order taking.
You can also adjust your call volume, hours of operation, call routing, and call handling as needed. Check the pricing and contract terms to ensure you can seamlessly integrate this service into your operations.
3. Provide Clear Instructions and Expectations
Lay out your expectations on how you would like the calls to be handled. Feel free to personalize the greeting and closing scripts, adjust the tone and communication style, and specify the information you wish to gather and convey to your customers.
You may expect that calls are handled consistently and professionally by providing precise and concise instructions. Which in turn ensures that it meets your standards to increase customer satisfaction.
4. Monitor and Measure Performance
To monitor and measure the performance of the phone answering service, you need to track key metrics that indicate how well the professional answering service handles customer calls and how satisfied your customers are with the service.
Here are the key performance indicators (KPIs) that measure the service quality of the phone answering service:
- Customer Satisfaction
How happy are your customers with your phone answering service? You may gather feedback after the call through surveys like Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Customer satisfaction insights can also be gathered through customer reviews or testimonials.
- First Call Resolution
This metric shows how efficient and effective your phone answering service is. It measures if the customer’s concern was resolved during the first contact without needing a follow-up. It is important to resolve the customer’s issue promptly, as it may impact their loyalty and retention.
- Average Handling Time
When the customer is already frustrated, the goal is to give them the right resolution in the shortest possible time. This metric measures productivity and whether it corresponds to the operational costs.
- Contact Quality
If you have doubts about your outsourcing partner’s ability to adhere to your instructions and expectations, you can employ quality control techniques. Some of the common quality assurance tools include call recording and QA self-scorecards.
5. Utilize Additional Features
Magellan-Solutions’ phone answering services aren’t only limited to just answering calls. If you’re into new business opportunities, you may explore other features under professional answering service that can fit your business needs.
Additional features encompass Interactive Voice Response (IVR) systems, round-the-clock availability, bilingual or multilingual support, appointment scheduling, order taking, live chat support, payment processing, email support, SMS support, voicemail transcription, call analytics, CRM integration, and a host of other capabilities.
6. Internal System Integration
Integrate your Customer Relationship Management (CRM) software or database tools you use in your business with Magellan-Solutions phone answering service.
This integration allows for seamless information exchange between your internal systems and the external service provider. Since there’s an automatic transfer of information, it reduces the risks of errors.
7. Review And Revise Your Answering Services Regularly
Make sure that your phone answering services are up to date and are still relevant to your business processes.
You must communicate with your outsourcing partner about any changes in your business environment, updates in your client’s preferences, new market trends, and technological innovations. By doing so, you can discuss potential upgrades and enhancements to the phone answering service.
Explore Our Professional Phone Answering Service!
By embracing these strategies, you’re not only making the most of your resources but also paving the way for happier customers!
With Magellan’s professional phone answering service, you’ll never miss a call again!
Remember, your answering service is your customers’ first point of contact, so grab this opportunity to make a good impression.