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Call Answering Services: The Myths - Answer-4u - ContactCenterWorld.com Blog

Call Answering Services: The Myths

For many businesses both small and large, the benefit of using a call answering service is a no brainer. It effectively deals with overflow, allows your business to be operational 24/7 and can be tailored to fit your company’s exact needs. Despite all the apparent benefits however, there are many myths that tend to surround it. Sadly, not the cool kind of myths that involve dragons but the kind that really mess up the running of your business.

The great shame is that many businesses dismiss Call Answering Services based on these myths and nothing more, which can have a hugely negative impact in the long run for all parties.

So, let’s take a look at these myths and see how true they are. Better yet, lets debunk them as they so richly deserve.


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No-One Calls Businesses Anymore.

There’s no doubt that social media has been readily adopted by the majority of businesses and has become a standard way for customers to reach out to brands, yet against all expectation it certainly hasn’t made the classic phone call redundant.

Ah but how do we know this you ask? Well Invoca recently discovered that 65% of people would rather use the phone to communicate with a business as opposed to the 24% that would prefer to fill out a web form. You could be forgiven for thinking this data came from 1992 but it was actually only published last year. And really, it’s not so hard to believe, we are after all social animals and when there’s a problem or an issue we need to resolve then a sympathetic ear and a verbal promise to deal with it is always going to beat a form or a bot. Or an owl if you’re considering going Potter with your business plan, which we don’t recommend by the way.

We Can Answer Our Own Calls Anyway.

Well you can, but the real question is, should you?  The first problem is that if you are expecting your staff to complete their jobs as well as answer all incoming calls then you are also inadvertently causing them to be less efficient with their workload. We know, scary, right?

To put some context to that, the University of California Irvine found that a member of staff who is interrupted during a task takes on average a full 23 minutes and 15 seconds to fully get back to the initial task. That’s a lot of head scratching time.

Not only that but many businesses simply fail to manage the sheer amount of call traffic they experience and thus lose revenue. In an era where people expect immediate gratification you can rest assured that waiting for someone to pick up a call is not tolerated for very long. Which means that each missed call is a missed business opportunity.

Call Answering Operators Aren’t Skilled

This is possibly the most prevalent of all the myths and seems to stem from the misconception that a repetitive job is mindless and thus has no need for skilled operators. On the contrary (as anyone in this type of role will confirm) whilst the act of answering a phone is repetitive, the calls themselves will bring a different set of challenges each time. Some calls will be from concerned or angry customers, some from delighted or simply confused ones. The ability to read people and respond in an appropriate manner is fundamental to success in this role and means that you need to be an exceptionally good people person. The kind of person who gets invited to parties out of liking rather than pity…

Anyway, not only are Call Answering Operators required to be great with people, they also need to be able to problem solve, think on their feet and adapt to each new challenge quickly. Not exactly what we’d call the hallmarks of an unskilled individual.

And So

When it comes to your business, customer service is the key to success and if you don’t have the man power or time to dedicate to this all-important area then you can quickly find your business suffering for it. A Call Answering Service removes the stress from your employees and the strain on your business, providing that much needed contact point for your customers who still place the majority of their faith in a phone call.

So, take that Myths. Now, time to deal with the pesky issue of Nessie…

Source: http://www.answer-4u.com/news/call-answering-services-the-myths/

Publish Date: February 7, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Answer-4u

Recent Blog Posts:
If You Think The Telephone Is Outdated, Think AgainNovember 21, 2017 5:00 AM
Our Call Centre ManifestoNovember 7, 2017 5:00 AM
Choosing The Support That Best Suits Your BusinessOctober 17, 2017 5:00 AM
Speech Analytics and How It Benefits Your BusinessSeptember 12, 2017 5:00 AM
What Makes Our Call Centre Different?August 29, 2017 5:00 AM
The Big Changes We Expect in The Call Centre IndustryAugust 1, 2017 5:00 AM
The Weird & Wonderful: Mobile Phones of The Future.July 25, 2017 5:00 AM
Phone Facts: Dazzle your Friends and Impress your NeighboursMay 9, 2017 5:00 AM
How To Handle Any CallMarch 28, 2017 5:00 AM
Call Answering Services: The MythsFebruary 7, 2017 5:00 AM

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