Anserve’s Best Practices for Outsourced Call Answering
If you have recently decided to outsource your call center to a third party answering service, you are likely aware that this was a decision that required thorough consideration. However, once you’ve decided that hiring an answering service is, in fact, the right move for your business, the inquiries don’t necessarily end there.
Before you pick just any answering service to field calls from your customers, it is essential to know and understand the standards that the service holds itself to and the practices it uses to achieve that level of quality. When interacting with potential call centers to take on your customer service needs, here are some of the best practices to look out for in your selection process.
Openly Discussing Performance Statistics
A successful answering service should be able to provide you with several metrics that help translate the type of experience that your own customers would have if they were to have a telephone conversation with that perspective service. Statistics concerning the answer speed, customer satisfaction or frequency of lost calls should all be available to you upon request. This not only allows you to evaluate the benefits or shortcomings of a call center, but all allows you to determine if a particular answering service will adequately address the concerns or questions of your customers.
Furthermore, the more data that an answering service collects on its own performance, the more likely the call center is knowledgeable about consumer trends and practices that achieve greater customer satisfaction. Extensive data collection also allows a contact center to quickly identify weaker areas of performance and implement effective mitigation solutions much sooner than others. When you’re trying to improve the customer service branch of your business by using an answering service, comprehensive and extensive data collection practices are the first sign of a call center’s effectiveness.
Doing More Than Taking Calls
The best answering services do much more than simply taking calls. They should also be capable of performing a number of other tasks that allow your business to run smoothly. Call centers should be willing to schedule appointments, work with alternative mediums of communication (such as social media) or manage your voicemail. Explore the flexibility offered by a potential answering service. The more service options they can offer your company, the more ways they can serve your clients.
Beyond providing functional services to customers over the phone, a successful call center should also engage in consistent communication with your company’s management teams and be capable of sharing customer feedback and satisfaction rates. Constant communication will also covey to the call center your own expectations and help ensure that they play a significant role in meeting your business goals. Answering services that take a passive approach to your business’s needs do not have the procedures in place to guarantee that your business continues to grow.
Markets are regularly changing and adapting due to developments in consumer needs and advances in technology. A successful answering service should be capable of evolving to meet these needs as well. Call centers should be consistently evaluating market changes, and brainstorming ways to provide better customer service in light of these changes.
Whether it is utilizing improved technology to provide elevated customer service or adapting scripts to better address trending concerns or questions, the best answering services are able to efficiently evaluate customer service needs and quickly implement practices to address them. This not only demonstrates that a call center is always looking for way to improve their own service but also demonstrates that it has knowledge of your business’s interest and its customer’s preferences. Willingness to evolve will avoid stagnation and ensure the continued prosperity of your company.