Having a solid customer service strategy is critical for a small and medium business. You want to ensure your customers have the best experience when they interact with your company, whether on the phone, via email, or in person. One of the most effective ways to provide excellent customer service is to enlist the services of an answering service provider. An answering service provides a person, or a team of people, who can answer phone calls on your behalf, regardless of your location or your schedule.
Excellent answering service providers make your customers feel valued, leading to repeat business and referrals. You can use an exceptional answering service provider to cater to your customers’ inquiries and build your customer base. You can use it as a tool to find new clients and market your business. Your company can benefit from using this service because it saves money and helps you succeed in the business world.
If you’re looking for a reliable, affordable, and expert solution, look no further than Best Call Center. At Best Call Center, we offer top-notch answering services. We have a team of highly experienced call center agents who will professionally handle all your calls at a price you’ll like. Our services are perfect for businesses like yours, and we provide the flexibility you need to grow without all the hassle of going it alone. Are you in Arlington and need an answering service for your company? Contact us today!
Read on to understand what you should look for while choosing an answering service provider.
Three Types Of Answering Service Providers
You can decide to use one of the three types of answering services. You can use interactive voice response systems, call centers, and virtual receptionists.
Interactive Voice Response Systems
Interactive voice response systems are automated response systems programmed to respond in a particular manner. For example, when you call a dentist’s office, you may hear an automated response directing you to press a specific number for more information on your inquiry.
When you contact a virtual receptionist, human beings respond to your calls. Virtual receptionists usually specialize in customer care, sales, and marketing over the phone. Virtual receptionists are a perfect choice for a small and medium-sized company. They are also excellent if you need your customers to reach your business at irregular hours. Or on holidays and the weekends.
Call centers are similar to virtual receptionists. The difference is that virtual receptionists work remotely while call center agents work in a centralized location like an office. They are also an excellent option for small and medium-sized companies.
Understanding Why You Should Work With An Answering Service Provider.
Although enlisting the services of an answering service provider may seem like an additional cost, doing so is an excellent business idea. Answering service providers ensure you are reachable at all times of the day or night. You create a positive reputation in the market once customers release you are available at all times. Additionally, working with an Arlington answering service has a myriad of advantages. However, you should be careful about the answering service you choose. Below are a few factors you should consider when choosing your ideal answering service provider.
Ensure The Answering Services Has Professional Customer Care Agents.
When you work with an answering service provider, you’re hiring someone to provide professional customer care for your company. This means your clients will always have a person answering their calls. You should actively look for an answering service provider with professional customer care representatives. This ensures that your calls are responded to quickly and professionally. Answering service customer care agents treat your customers with utmost professionalism because they:
Help Enhance Customer Loyalty
Experienced staff will help enhance customer loyalty. Answering service representatives deal with new and existing customers. If the customers have an issue, the staff member can address it professionally. The first few minutes of a phone call determine the conversation’s trajectory. If a customer care representative does not have enough experience, they may become upset if the customer becomes aggressive or rude. Experienced customer care representatives enhance customer loyalty by handling your clients in the best manner possible.
Customer care representatives are highly trained. They are active listeners who will seek to understand the reason for the call. They allow your customer to speak without interruption. They also state back the question to ensure they have understood it perfectly.
They Know How To Deal With Various Clients.
Courtesy and respect are the ultimate qualifications that any customer care representative should possess. Customers have different temperaments. Some are laid back, while others are more outspoken. The customer care representatives know how to deal with every customer and resolve their issues in the best manner possible, no matter their temperament.
Customer Care Representatives Make The Customers Feel Appreciated
Customer care representatives make the customers feel appreciated by asking your clients their names and pronouncing them correctly. By doing so, the customer feels valued and appreciated. The agents also offer more than the minimum service the customer requires. They go ahead and answer any additional questions the customer may ask.
They Provide Your Clients With All The Information They Require
Most customers call to enquire about the service you offer. They may also need to know your location and your operating hours. Customer care personnel provide this information and provide more details that help the customers make an informed decision.
Choose An Answering Service With Experience In Your Field.
Your customers can contact you in the event of an urgent issue, even when you’re away from the office. By choosing an answering service with experience working within your industry, you are assured your customers will receive the best assistance. This will help minimize the amount of time it takes to resolve an urgent problem and improve the experience that your customers have when they contact your company.
Remember, as a business offering specialized service. The phone might be the first contact between you and a potential client. You do not have a second chance to make a first impression. Therefore, working with an answering service provider with experience in your field is critical. An answering service ensures your client’s inquiries are answered no matter the time of the day or night. It would help if you choose an answering service provider with experience in your field.
Remember, various professional service providers, need certificates to operate. If you are a medical practice, for example, you need to be Health Insurance Portability, and Accountability Act (HIPAA) certified. The law is meant to protect your patient’s confidential information. Imperatively, you should also choose an answering service that is HIPAA compliant.
Choose An Answering Service With A Proven Track Record
A proven track record is crucial when selecting an answering service. A company that has been in the business for a long time has experienced customer care representatives. The experienced professionals will portray your company as an authority in your field. This will give potential customers confidence to work with your company. Proficient customer care representatives will speak coherently and expertly to your clients every time they call. They are courteous, confident and offer a solution to the customer’s inquiry. Since the answering service staff is experienced, they can answer most questions. Moreover, the customer service representative will guide the client to the right person if the customer has a more complicated issue.
The experienced staff knows the duration each call should take. You do not want a situation where other customers call and stay on the line unnecessarily long because all your lines are busy. The customer care representative will know how to bring the call to an end without cutting off the customer. By controlling the time of each call, all your clients have a chance to speak to a customer care representative.
Shop Around For Answering Service That Is Transparency
It is critical to work with an answering service in Arlington that is entirely transparent in its operations. The company should be afront about their charges and mode of operation. It should constantly keep you in the loop. Ensure the answering service company hands you a detailed report on all the calls they receive. The information should include the duration of the call, the frequency, and the time of the day or night of the calls. This information is critical since you can design marketing campaigns depending on this information.
Choose An Answering Service With Different Billing Options.
It is critical to choose an answering service with a flexible billing schedule. Some companies offer a flat rate, while others charge per call. It would help if you worked with a company that caters to your business needs. Although an answering service may seem like an additional cost, the pros far outweigh the cons. Additionally, most Arlington answering service providers are cost-effective and add value to your business. Fortunately, finding an answering service that fits your budget is not an uphill task. On the other hand, choosing the best fit can be tricky.
Different answering service providers base their prices on various factors. However, most of them base their costs on the call duration and your company’s call volume. The calls' complexity also plays a significant role in the answering service's price. If you need simple services like the call center’s agent taking a simple message, name, and number from your clients, the cost will be significantly lower. If you need the customer care agents to spend more time with your clients, the price may increase.
Answering service providers have different operational structures. Some offer shared services, while others provide dedicated services. Shared services mean the answering service answers calls from other companies. You will pay per minute for this type of service in most cases. A dedicated answering service means the company only handles calls from your customers. You will have to pay hourly for this type of service in most cases.
The most popular answering service billing plans include per-call billing and per-minute billing.
As the name suggests, per-call billing means the answering service charges you per call no matter its duration. You agree on the amount the company charges per call. Some Arlington answering services charge $1 per call. Others charge $0.5 per call. However, per-call billing is not popular because costs can add up fast. Remember, the company will charge you for wrong numbers and hang-ups. For example, if a customer’s inquiries are about cosmetic products and you offer health products, the call center agent will explain that they called the wrong company. You will have to pay for the call even though it was not beneficial to you at all.
Additionally, some answering services may charge for any additional services they offer, like taking a message.
The other more popular model is the per-minute billing. Under this model, you only pay for the duration the customer care agent speaks to your customers. You only pay for the calls that pertain to your company. However, you should seek to understand how the provider calculates the minutes. Seek clarification if anything is not clear.
Some companies use clusters of time to calculate the cost of the call. For example, some service providers cluster the time at one second, six seconds, twelve seconds, and other similar clusters. You should also find out if the Arlington answering service provider adds additional services like taking a message to the total per minute billing.
Contact An Answering Service Near Me.
An answering service is a solution for busy business owners who have clients calling their businesses, but they do not want to lose a customer if they are not available. It can be highly frustrating to a customer when they call a company, and there is no one there to answer their questions and help them. The last thing you want is to lose a customer for any reason. An excellent Arlington answering service provides a person or a team of people who can answer phone calls on your behalf and help your customers even if you are not available.
If you are in Arlington and need a top-notch answering service provider, look no further than Best Call Center. As our name rightly states, we are the best answering service in Arlington and the surrounding area. Do you need an answering service provider in Arlington? Contact us today at 800-385-4656 for a free consultation.