Schedule a call with our outsourcing expert now and get a precise quotation that meets your requirements. Don't wait - get started today!
Time is a luxury in the world we live in. Apps dedicated to packing your bags or sorting out your employees’ schedules reflect the need to get as much done in as little time as possible. The same rings true for your customers, who are just as pressed for time as you are.
The demands of day-to-day life call for efficiency. People are expected to maintain relationships, raise families, stay fit, excel at work, and pursue creative interests simultaneously. The availability of technology meant to provide shortcuts and help hasten tasks that normally would take longer has only strengthened this expectation. In other words – you can’t be a slouch, given all the technology at your fingertips.
This also applies to your customer support service. Are you giving your customers the best support possible in this instant-driven world?
The Benefits of Live Phone Answering
Live phone answering is a simple but highly useful form of customer support. As the name suggests, this involves the participation of a trained live agent who picks up when a customer calls. The live agent often follows a script and is trained to respond to every possible issue or concern callers might have regarding a company’s product or service. When taking a call, the live agent must be prepared for a broad range of human interactions.
Thankfully, the agent has a manual and database to turn to, with the former containing solutions to every imaginable problem that concerns the product or service and the latter containing information about the caller’s history with the company.
The more unpredictable and potentially unwieldy part of a call often involves the caller’s heightened emotions, particularly when angry or distressed about an experience connected to the product or service. For this reason, the live agent is trained in empathy and psychic distancing to handle irate callers without taking anything too personally.
Live phone answering services differ in capacity, just as every company’s phone answering needs vary. While large companies require extensive phone coverage and a 24-hour telephone answering service for their clientele, small businesses often have limited capacity, deploying only one or two in-house staff who take calls during business hours.
However, a company’s business requirements will change as its customer base grows and during peaks and valleys throughout the year.
Moreover, given the instantaneous nature of modern living, customers expect someone to pick up whenever they call. They may not necessarily have time to phone during business hours, during which time they might also be busy with work themselves.
Customers based across the state and abroad and those who travel often would also prefer a 24-hour telephone answering service.
Small to medium-sized businesses don’t usually have the capacity for extensive, round-the-clock phone coverage. Moreover, live answering requires sufficient training and compensation for professional live agents, in addition to communications software and numerous phone lines.
As such, many SMEs rely on outsourcing to keep up with customers’ fast-paced lives.
How Outsourcing Live Phone Answering Helps Your Business
Transferring the process to a call center that already has the infrastructure and human capital in place can save time and energy. It’s a cost-efficient way of delivering top-notch customer support to your brand followers without having to make hefty investments in new software and technology or expand your in-house staff.
You can bypass the time-consuming process of locating, screening, and hiring experienced live agents and avoid having to train them yourself.
Best of all is the flexibility of outsourcing arrangements. You can contract a call center for phone answering services only as needed. You can get extra help during the busiest seasons for your business during the year, enabling you to keep up with calls without committing to a long-term agreement. This also helps you keep costs to a minimum since you’ll only have to pay for the individual service itself, and only when you need it.
You’ll also have more time to focus on your core competencies, high-level decision-making, and emergencies as they come up. With a competent service provider, you can do more of what you truly specialize in and be more productive and fulfilled in the process.
The Philippines has numerous contact centers with sophisticated business infrastructure and hundreds of seats to accommodate all your live phone answering needs. The country also has a vast talent pool of live agents, trainers, and managers who understand the value of your time.
Live Phone Answering Outsourcing in an Instant-Driven World
Every second counts, and call centers know it. They operate 24/7, including national holidays. Expect minimal hold rates and paltry abandonment rates.
Customers can expect to talk to an expert on your brand at whichever time of day they decide to call. They can also expect concrete, fast-acting solutions to any issues they’re experiencing. They’ll appreciate the responsiveness of your partner call center and, seeing how much easier their lives are when doing business with you, will be encouraged to come back for other transactions. General inquiries, troubleshooting concerns, and demands for product returns or refunds, among others.
A dependable live answering service helps customers keep up with the neck-breaking pace of modern living. Your company’s services ought to help speed up, and not slow down, their daily routine. Moreover, instant gratification enhances their experience of your brand. In contrast, delayed gratification, on the other hand, leads to frustrations, especially if they’ve already paid for the experience they expected to get.
So don’t keep customers waiting. Help them make the most of their time. Ramp up your live phone answering services through outsourcing.
