What the callers seek from a versatile answering service

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What the callers seek from a versatile answering service

Source – https://www.quora.com/What-is-the-difference-between-inbound-call-center-and-outbound-call-center-services

If a business does not employ their own receptionist, then it makes sense for many business to outsource the part of their business that deals with receiving inbound calls. Many online businesses are like this, which is one of the reasons there are now virtual answering services on offer. That being said, it’s important to understand what the customer would like from such a service.

How a Phone Answering Service Works

There are many different ways a phone answering service could , such as a central handler dealing with all inbound calls, filtering them, and then relaying certain calls that meet the criteria directly to you. They can also take messages and send them to you via email for you to deal with later, or request that you call someone back. The main point of these is that each call is actually dealt with by a person, and not simply an automated machine.

What the Callers Want

This goes a long way to understanding what callers want in the first place. They want to know that their call is important, and this means speaking to someone and not simply being routed to a machine where they may voice their query via a message. Callers mostly want instant dialogue, and that is why they are choosing the phone as the method of communication, rather than just sending an email in the first place.

Keep it Professional

Secondly, callers want professionalism. They want the receiver to sound knowledgeable and helpful, which virtual receptionists are. Each are trained in the product or service knowledge of the business they are hired to represent, so that they are useful to the caller and can answer queries.

Let Others Do the Talking

The receivers are also specifically trained to speaking with callers over the phone, as they are specialised in this mode of communication. So much so, that hiring the services of a phone answering service may give your business the professional boost that it needs, even if you do have time to receive all calls yourself! Why concern yourself with telephone conduct when you could be doing something much more productive? Instead, you can let the call handlers deal with all incoming calls in a professional and efficient way.

Maintaining Satisfaction

Hiring the services of a professional virtual answering service is often the most cost-effective way of dealing with a flow of inbound calls, and brings many benefits to both the business and the callers. Outsourcing this part of the business ensures that each caller is dealt with in the most professional way, and this leaves the customer at the other end satisfied too. 

Meeting the Demands of a Global Business

There is one final reason for a business to use an answering service and that’s because you can turn your business into a 24-hour operation. This is particularly important if your company is global and you have clients all over the world. A customer or potential customer calling from West Coast USA may never have the opportunity to speak to anyone from your business if it is based in Australia. But with an answering service, you can ensure that all customers get the opportunity to make a call and speak to someone during their business hours.

Answering services have grown in popularity over recent years, and that’s mainly because of the scope of businesses operating online, with no fixed premises to employ their own in-house receptionists. But before hiring a virtual receptionist, it’s important to know exactly what the customer is seeking.


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Author: Firdaus

I work as an IT consultant in the Toronto area and I love to write blogs about a variety of subjects. My passion for writing stems from the desire that everyone should have access to meaningful information. Whether it is a blog about society, culture, technology, or social media, I don’t want to miss the opportunity of sharing my thoughts with my friends and audience. Since I believe in mutual exchange of ideas, I am always on the lookout for a feedback on my writings.

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