As the business environment is becoming increasingly competitive every passing day, it is important for firms to keep their customers happy while efficiently utilizing their resources. Usually, the customers first reach a firm through phone calls and if these calls are not properly handled, then the firm may lose potential as well as repeat customers. So, what measure you can take so that your business does not suffer on account of inability of your staff to attend all incoming calls effectively? You can either employ a receptionist or call-answering staff that can handle your calls 24 X 7, or you can have an automated answering service, or you can use a professional answering service.

Why a Professional Answering Service is a Better Choice?

All the three options mentioned above have their own pros and cons. If you employ staff for handling calls then you may have to bear higher expenses, as the cost of employees is usually high. Along with salaries, you will have to pay other incentives and benefits to your staff. Moreover, since your call answering staff will work 24 X 7, you will have to bear more overheads. Overall, this option could be quite costly especially for small and mid-sized businesses.

On the other hand, an automated answering service can help your customers leave their messages and obtain generic information about your business at low cost. For instance, let us assume that you run a gym and spa center. In such a case, if you use an interactive voice response system, your customers will be able to get information about your products and services, plans, rates, and timings by making an appropriate menu selection using their keyboards. Although, your customers may get the required information through such an automated system, you may not be able to leave a lasting impression on them due to lack of personal connect. Like, if a potential customer speaks to a representative, then the representative can persuade him or her to use the services of your center, but since human touch is missing in an automated system, you may lose such opportunities.

In a professional answering service, your calls are transferred to a call center. Depending upon the service plan you choose, either all your calls may be routed or only the ones that come after office hours or when your phone lines are busy. To ensure that the call center handles your calls effectively, you will be required to give them some basic information about your business and staff and how you want your calls to be handled,

For instance, tell them how the callers should be greeted and what kind and how much information should be given to them. The main benefit of using a live call center answering service is that your staff is free from the routine task of taking and transferring calls. And since the call center filters your calls, only the ones that are important are forwarded to you thus saving your time.

You can make the most of a professional answering service only if you choose your service provider carefully and develop a good relationship with them so that they can work in your best interests.

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