Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take.
If you’re on the fence about hiring an answering service, this article will answer your questions and give you a better idea if going down this road is the right choice for you.
The first question you may have is “what is an answering service, anyway?” In a nutshell, an answering service handles communications for various companies. While traditional answering services deal with inbound and outbound phone calls, today’s answering services also handle emails, replying to text messages, and cold calling, which is a service many businesses find useful.
If you’re thinking about hiring an answering service, keep in mind that these agencies go by various names depending on what capabilities they offer:
Virtual Receptionist Services This type of agency performs the same tasks that any receptionist would in an office. These tasks include answering phone calls, transferring them to the proper contact, and giving out any necessary information that a caller may need such as office hours or location.
Virtual Office Service The virtual office agency performs similar functions of a virtual receptionist, however, they also can offer you a physical mailing address and temporary meeting spaces. This can be a great option for startups or businesses that operate remotely.
Automated Answering Service The automated service doesn’t use live agents; they base their service on voice response. So while not a traditional answering service, this company allows customers to leave messages or go through a series of prompts to get the information they need. You’re probably familiar with this kind of service if you’ve ever called for support and been instructed to press 1 or 2 for different options.
Internet Answering Service Most internet answering services aren’t like traditional answering services; similar to the option above. The internet service provider offers email or chat help, and other online-based support. Internet answering services also don't typically provide live agent support.
Call Centers Most people are familiar with call centers. Love them or hate them, they offer a valuable service for companies who need external live operators to handle customer support issues and a large volume of calls. Most people think of telemarketers when they hear call center, but that’s only one function they perform. Many exist to help customers with technical support or to be the first line of communication between a company and their customers.
On its face:
The answering service exists to answer calls, make calls, and dole out information on behalf of a company.
The benefit to these agencies is that they’re able to provide a service to small and medium-sized companies who don’t have the financial resources to hire an in-house team to handle their volume of calls.
Also, many business owners are too busy outside the office to take calls themselves, such as doctors, plumbers, and electricians. The answering service allows them to take calls and not lose the business to a competitor.
Many companies use answering services because they provide valuable assistance capabilities that the company can’t do in-house. But how do they work?
Automated Answering Service
The automated answering service typically goes something like this: Press 1 for technical support, press 2 for billing, press 3 for company hours, and press 4 for a live operator. Sound familiar? The goal of these answering services is to get the customer the help they need without having to speak to a live operator.
Live Answering Service
Live answering services are the opposite as they use live agents for the primary contact when a customer calls in. A live operator can work in a call center from home as a virtual receptionist. Many business owners prefer live answering services as they want their customers to speak to a real person and get the answers to their questions quicker.
The call center is often confused with answering services, even though both can perform many of the same functions. Most call centers work with one company to handle all of their incoming communications, and it’s not uncommon for a call center to employ hundreds of people while an answering service is usually a more intimate operation.
While many companies opt for an automated system, customers often prefer live answering services as mentioned.
Automated is cheaper, but when you factor in the frustration that some callers incur when trying to navigate an automated menu system it might not be the best trade-off.
A live answering service benefits the company and the customer by reducing the time the customer has to wait to speak to a representative. Live receptionists are better able to provide customers with the proper information or direct them to the correct point of contact more quickly.
All in all, this makes the interaction more pleasant for the customer, which is key in a customer service driven environment.
Now that you know what an answering service does and how they work, it’s helpful to understand how you can benefit from hiring one.
Here are just a few of the services these agencies offer that can help your business:
While an answering service isn’t for everybody, they can benefit many business owners who experience a high volume of calls or don’t have the resources to hire an in-house team. If you think this type of service sounds like exactly what you need, read this article to learn more about the cost of hiring a call center to get started.
Publish Date: October 16, 2019 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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