Prompt response to incoming calls is vital to businesses, especially those who may instantly lose customers if the call is not answered. Pizza delivery is a classic example. A customer placed on hold often opts to hang up and call a competitor rather than wait. The phenomenon is not restricted to food delivery. In any field, delayed response to calls means loss of a percentage of the customers forced to wait. Some of this loss, however, can be avoided by the use of a telephone answering service.
Rapid answering service response
A business that experiences a surge in incoming calls, such as a utility company with an unexpected widespread outage, may have no choice but to put some customers on hold if there are not enough employees on duty to handle the traffic. A competitor that uses an answering service is in a much better position, since the service provider is staffed to handle peaks. When a call is answered by a service, the customer’s data will be handled just as if the client’s employees were available to answer: the call may be routed back to the client, or the customer’s data may be entered into the client’s form, or it may be handled in some other way.
Using an answering service when a business is closed
In an era of global commerce, businesses may receive calls at any time of day or night. If the firm has closed for the day, the customer often gets a recording instructing them to call back during business hours. A telephone answering service with 24 hour operations, like pcnanswers.com, can intercept such calls and take appropriate action, such as taking the customer’s order, arranging for the caller to receive further literature, taking a message for an employee who is out of the office, or any other response specified by the client. Using a service to take an after-hours calls can preserve leads that would otherwise be lost so that the client’s sales staff can follow up later.
Answering services for very small businesses
Extremely small businesses, those operated by one or two people, often have no one available to answer the phone even during business hours. A plumber or roofer may rely upon an answering machine to take calls when the owner is unable to do so, but this frustrates all customers and may well lose those who only needed an answer to a simple question. Such businesses may choose to use an answering service to answer all calls, perhaps with instructions to route emergency calls through to the manager. Many services offer operators with special training to serve businesses in the medical (for info on specialty legal or medical answering services, click the following link – http://pcncallcenter.com/medical-answering-service/ ) or legal fields or a variety of other specialties.
Using a telephone answering service makes good business sense in a variety of circumstances. Whether the client is a small business who needs a service to handle all their calls or a larger operation that needs peak or after-hours help, a service can be the perfect solution. Keeping customers happy and preserving leads are good business practices that can lead to a large increase in profitability.