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How an On-Call Answering Service Can Build Your Business - MAP Communications - ContactCenterWorld.com Blog

How an On-Call Answering Service Can Build Your Business

In today’s hyper-competitive business climate, it’s important to seize every advantage possible. By showing customers that you have the ability to anticipate their needs — and deliver great service on their terms — you can earn enduring loyalty.

The use of a 24/7, on-call answering service is one of the most effective ways to please your clients and build your business. With that in mind, let’s take a look at a few reasons why an answering service can pay major dividends.

It makes your business much more accessible

A few decades ago, many companies could get away with following “banker’s hours” and shutting down all public communication channels at the close of the business day. In today’s highly-connected, smartphone-enabled world, that’s no longer a viable option.

Customers have been conditioned by social media and other technologies to expect near-instant answers to their queries. If they have an important question and they are told they must wait until the following day for an answer, odds are good they will start checking out the competition. Additionally, not every one of your customers has the time or the ability to call during business hours. By closing down communication, you’re missing out on a massive potential customer base.

An on-call answering service, however, allows you to provide 24/7 customer interaction. Questions can be answered immediately — something that makes for happy customers and a better bottom line.

It improves customer experience

Let’s face it — people hate talking to machines. They also dislike using voicemail: A recent study cited by the Harvard Business Review showed that voicemail use is falling out of favor, as people simply don’t like leaving or retrieving messages.

Customers do appreciate a warm, friendly human voice on the other end of the line, however. This kind of communication personalizes and humanizes professional interactions, which in turn makes people feel better about the experience. If a customer calls up with a legitimate complaint — and can only get a voicemail message — that customer may be lost for good. Yet, if that same customer is able to connect with a real, empathetic person, the issues can typically be resolved to everyone’s satisfaction.

Ultimately, this keeps customers happy and protects the reputation of the business — a precious thing in an environment when a negative review can be posted online in a matter of seconds.

It makes businesses more efficient

Efficiency is a key element of business growth. By working faster and with fewer errors, companies earn more revenue and keep their clients happy.

An on-call answering service can help promote efficiency by allowing businesses to quickly react to customer feedback and reduce the potential for mistakes. As anyone who has ever retrieved a voicemail can attest, often times much of the message is lost in translation. By using a professionally-trained answering service, the risk of such errors is minimized, as you never have to worry about a garbled message or incomplete information again.

The takeaway

An on-call answering service is an important part of the growth strategy for many small businesses. By reducing the potential for errors and providing better accessibility and user experience, these services have helped countless businesses reach their full potential. Contact MAP Communications today for a free 7-Day trial.

Source: https://hbr.org/2013/09/time-to-hang-up-on-voice-mail

Here are some related articles you might be interested in:

3 Ways an After Hours Answering Service Builds Business

Lead Generation – Build Clients While You Sleep

Top 8 Benefits of Partnering with an Answering Service

Source: https://www.mapcommunications.com/blog/call-answering-service-can-build-business/

Publish Date: June 8, 2017 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)
PH: +1 (916) 426-3790

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

4.) 
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.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from MAP Communications

Recent Blog Posts:
Effective Tips for Improving Your Company’s Phone GreetingSeptember 17, 2020 5:00 AM
5 Must-Haves in Your Business Continuity PlanAugust 20, 2020 5:00 AM
Why Real Estate Agents Shouldn’t Answer Their Own PhoneAugust 6, 2020 5:00 AM
5 Times Dunder Mifflin Could Have Used an Answering ServiceJuly 30, 2020 5:00 AM
Top Reasons To Have a Spanish-Speaking Receptionist for Your BusinessJuly 23, 2020 5:00 AM
How Adding an After-Hours Call Service Can Increase Business OpportunitiesJuly 16, 2020 5:00 AM
5 Must-Have Phone Tips for Medical ReceptionistsJuly 2, 2020 5:00 AM
5 Ways to Utilize Virtual Receptionists for a Remote WorkforceJune 25, 2020 5:00 AM
Why Right Now is the Perfect Time to Use a Virtual ReceptionistApril 9, 2020 5:00 AM
How Answering Services Help Real Estate Agents Close More DealsMarch 5, 2020 5:00 AM

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