With so many answering service companies in the market, you want to be sure you’re getting the best deal. Learn how to compare the best from the rest with our buying guide.
About 60% of customers still prefer to call small businesses on the phone.
You need a way to handles these calls, and if you spend all your time on the phone, you’re not doing what you should be doing, such as growing your business. Hiring a company to answer these calls frees up your time and will help you make more money in the long run.
But how do you find one?
We’ve put together this guide to help you learn how to compare answering service companies and pick the best one for your business.
Before you start looking at prices or features, you should find out if the answering service has specialized training in your industry. Anyone can answer the phone, but this training will allow your receptionist(s) to provide more personalized customer service to your callers.
For example, an attorney’s office doesn’t answer the phone the same way as, say, a dental office. While the receptionist tasks may be similar for both locations, the receptionist may need to know specific information or be able to perform industry-needed jobs.
Hiring an answering service with specialized training will give you an edge over the competition and make your customers feel more valued and secure.
If you need someone answering the phone during the early morning hours or late at night, you need to find an answering service that can meet those needs. Depending on your business, you may even need an answering service that’s available 24/7.
Talk to them about their hours and find out if they can be on the phone when you need them.
Then make sure they really mean it. Do they have a backup plan for things like power outages? If they aren’t able to pick up calls, they’re hurting your business, so make sure nothing will stop them from picking up during your business hours.
Any call service you hire will be handling sensitive information—both for you and your clients. You need to know this information will be secure and protected.
Talk to the answering service about their security methods. If you’re part of the healthcare or medical field, you should also make sure the answering service is HIPAA compliant. Otherwise, you could find yourself in a heap of trouble later.
You should never just sign a contract with the first answering company you stumble across on Google. Instead, take a look at several options in your area, get a quote from each one, and compare the prices.
But don’t just focus on the lowest number.
Cheapest doesn’t equal best. In fact, it’s usually the other way around. It’s often worth investing a bit of extra money into the answering service you choose to ensure you get an experienced and qualified company.
You should also find out how the company will charge you. Do you have to pay per minute, per call, etc.? This will help you find an answering service that fits your budget.
No matter how “pretty” an answering service seems on its website or on the phone, it’s always a good idea to visit third-party sites, such as Yelp, to read reviews. This will give you insider information about what past clients thought of the answering service’s features, flexibility, customer services, etc.
If you see a lot of negative reviews, that’s a red flag. You should find a different company for your business instead.
You can also ask the answering service for referrals. They should be able to provide these to you (if they can’t, proceed with caution), and if you have concerns about the company, get in touch with these references so you can learn more details.
Most answering services offer a free trial period so you can get more familiar with the features they provide and how they work. Always take advantage of these trials before you hand over any money. Otherwise, you won’t really know what you’re paying for.
During this time, make sure you do the following:
Do the calls go through? Do you like what the answering service says when they pick up the phone?
Making test calls will let you experience what your customers will hear when they call your business. If you find any mistakes during these calls or if you want to further personalize the answering script, use this time to tweak things until they’re to your liking.
Get a list of all the features the answering service provides and spend some time testing all of them. If something doesn’t work or needs a few changes, you’ll want to get all this set up before you let the answering service handle your customers for real.
Some of the things you should check include:
If you need to make adjustments to things, does the answering service make it easy to do so? They should be able to change anything you need right away. A company that drags its feet or that isn’t willing to personalize your experience probably isn’t worth your time or money.
It takes time to fine answering service companies that will be a good fit for your business, so take your time and do your research. Following the tips on this guide will help you narrow down the choices until you’re left with only the best.
Not sure where to start?
Don’t hesitate to give us a call! Our team knows the ins and outs of several industries, so we can give you services that meet the needs of your business.
Publish Date: January 21, 2021 5:00 AM
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|5.)||At Random Communications|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity
We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
INBOX: A place for every digital interaction!
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.
Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
The Connex One Customer Engagement Platform enables inbound and outbound interactions through a secure, cloud-based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimisation, consolidating the customer journey into one place.
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...
|17.)||Customer Touch Point|
Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.
By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.
Our solutions include:
• Contact Cen...
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
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