There comes a time when every successful business owner hits a fork in the road when growing their business — deciding between hiring more in-house team members or implementing automations to streamline processes.
This fork in the road can occur when owners are overwhelmed with their workload or they’ve hit a spot where they’re ready to scale their business.
If your customer service department is receiving an influx of calls that they can’t keep up with, choosing to automate parts of your process or hiring an answering service to help are two common choices to help resolve these issues.
Choosing between implementing automated messages or hiring an answering service can be challenging. Here are the pros and cons of each option to help you better choose what’s right for your business.
Automated phone systems (also called auto-attendants) are used to answer incoming calls.
When a person calls a support number, they will be asked to follow the automated guidelines (“press 1 for sales, press 2 for customer service,” etc.) until they reach the department or person they are trying to contact.
With automated messages, no humans are involved until the end — but automated messages are helpful in saving your staff’s time. They don’t have to answer calls, redirect calls, or help with customer service inquiries on top of their main duties.
As an example, at small companies, employees tend to wear many hats. The marketing manager may be answering customer service calls and ordering office supplies on top of their marketing duties. When an influx of calls happens, it pulls the marketing manager away from their primary responsibilities.
By using an automated messaging service, you can save time and increase productivity.
An answering service is a company that answers calls on behalf of another company. Companies hire answering services as a third party to act as an extension of their company.
With an answering service, there is no automation, and callers are always greeted with a friendly voice.
Answering services for businesses are mainly utilized for answering phone calls but many companies do more than that. They can also make outgoing calls, send reminder texts and emails, enter orders, and perform other secretarial tasks.
After discovering the pros and cons of automated messages and answering services, it’s up to you to choose what’s right for your business.
Remember, no matter which option you choose to help grow your business, both will ensure you never miss a call. They’ll both help you increase sales and boost your company’s reputation.
To get a better sense of how much answering services cost, we break it down for you in another blog post.
Publish Date: May 21, 2021
|1.)||The House of Contact Centers|
Assess the roadmap to a higher potential for your customer contact center:
• Discover strenghts and opportunities in only 30 minutes.
• Receive a FREE roadmap and actionplan to growth.
• Determine in 39 statements the foundation for a futureproof contact center.
Click on the link below to start your FREE assessment!
Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment
|5 Thoughts You Need To Stop Ignoring When It Comes to Customer Service||August 19, 2021|
|How To Provide 24/7 Customer Service Without Working Around the Clock||July 22, 2021|
|How AI Is Changing the Customer Service Space||June 28, 2021|
|Virtual Assistant vs. Answering Service: Which Is Right for You?||June 22, 2021|
|6 Most Common Call Center Myths Debunked||June 21, 2021|
|Live Chat vs. Phone Support: Choosing the Right One for Your Business||June 21, 2021|
|Tips To Help Improve Your Company’s First Call Resolution||May 30, 2021|
|The Importance of Stellar Customer Service for E-Commerce Businesses||May 25, 2021|
|Growing a Business: Automated Messages vs. Hiring an Answering Service||May 21, 2021|
|5 Benefits of Using an Answering Service for Educational Facilities||May 20, 2021|
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall