A telephone answering service essentially answers incoming calls on your behalf. For businesses, this means that you can outsource reception or customer service processes and reduce in-house workflows.
When an agent answers an incoming call, they will use your company name to engage with the caller. Depending on the exact type of service you require, an agent will typically make notes regarding the caller’s inquiry and arrange for someone to call them back. At this point, the answering service will alert your in-house team, usually via email or instant messages, so that you can arrange for a callback to take place.
To find out why so many organizations are outsourcing these processes, take a look at these four benefits of using a business answering service:
1. Reduced Costs
Hiring and maintaining an in-house workforce is expensive, particularly for smaller organizations. By outsourcing certain business tasks, departments or processes, you can significantly reduce your expenditure and streamline in-house operations. In turn, this enables you to maximize profitability and grow your company more quickly.
2. Round-the-Clock Response
When you use a business answering service, you can decide whether you’d like agents to be available to answer calls during business hours, in the evenings, over weekends, throughout the night or even 24/7. While you’d need to hire numerous employees to emulate this level of service in-house, choosing the right answering service enables you to implement round-the-clock responses instantly.
3. Optimize Brand Image
First impressions count and, often, a potential customer’s first meaningful interaction with your brand will be with the person answering your phonelines. If you want to create a positive brand image and turn inquiries into sales, it’s vital to ensure that you have experienced and professional staff manning the phones.
If you attempt to build an in-house team, you’ll need to onboard staff and train them regularly to ensure they’re representing your brand effectively. In contrast, agents at telephone answering services specialize in optimizing their client’s brand image via professional and helpful customer service.
4. Increased Sales
An incoming inquiry can be one of the first steps a customer takes in the sales funnel, which is why it’s so important to field the call and deal with it effectively. When you can build rapport with a potential customer from the get-go, it enhances their brand experience and increases the likelihood of securing a subsequent sale. By using a business answering service to ensure every call is answered swiftly, you can make sure you never miss out on a sale again!
Using Outsource to Build Your Business
Telephone answering is just one aspect of your business that you can outsource but there are many others. From managed IT services to accounting, there are a variety of B2B service providers who can provide the support you need as you build your business.
With the potential to reduce operating costs and access the specialist skills you need at any time, outsourcing can be a savvy way to enhance your brand and optimize the success of your business.
To read more on topics like this, check out the Business category