You may have questions about outsourcing your live answering service. It is a concept that has been around for decades and until now is being resorted by businesses. Questions on how to get started and how your business can benefit from partnering with a provider are the most common.
Description of a live answering service
A live answering service provides real, live humans who answer calls on your company’s behalf. When a business partners with an answering service provider, incoming or inbound calls are routed to professional agents remotely. The agents will answer the calls quickly and work to address any concern or issue that is brought to their attention.
What can a live answering service do?
The answering service will be handled by a person who is trained and experienced on matters pertaining to the business and the products or service.
The live answering service can do the following:
- Handles other available means of communication to clients like SMS and email in addition to phone calls
- Live agents can assist clients on a 24/7/365 basis
- Screen calls before transferring to concerned companies staff. Only urgent calls will be routed. The agents can handle some uncomplicated matters when this arises.
- Handles reschedules and cancels appointments. The appointment book will be updated in real time.
Importance to outsource your live answering service
No matter what business you are in, a live answering service can eliminate problems concerning incoming calls and reduce the stress of managing such business calls. Your staff can have less interruption from work as well as avoid missed calls on important inquisition and concerns. Small businesses can benefit from live answering services since this enhances customer service.
One other reason why partnering with an outsource live answering service is beneficial is the fact that the service have highly trained and professional agents. The answering service companies are dedicated to having their agents know how to handle customer service, scheduling, conflicts resolution in a skilled manner. You do not need to worry about hiring additional personnel and training them.
The live answering agents help to keep clients content and happy. An automated answering service and voicemail often frustrates clients and such impersonal way discourage clients to engage with the business. Having a live person attend to inquiries and issues make clients feel that they are valuable to the company.
Some businesses require bilingual agents which can be extremely beneficial. You might have Spanish speaking clients who cannot communicate well in English. A bilingual agent is just what your business needs. When you outsource your live answering service to a bilingual provider, your business can communicate more to the community and open doors to new prospects that may have been out of reach.