Many people are accustomed to encountering an answering service when they call the doctor or dentist’s office; however, an answering service can prove to be a valuable tool for the small business that will prevent them from losing business simply because the no one answered the phone. The importance of a small business answering service cannot be overlooked.
Customer service is one of the most important tools any business can have. It doesn’t matter how many customers or clients like a business, it’s the one that has a bad experience that will bring the most heartache. If customers try to contact a business and continually have no luck due to no one being available to answer the phone, it won’t take long for word to spread that the business doesn’t care about its clients.
Clients and customers who have to hold for long periods of time or who are greeted by a cold machine typically have an instantly negative connotation of that business and may choose not to use the business in the future. The other side of the coin is that if the missed calls are potential customers, money is being lost by the calls not being answered.
Image
Every business owner wants their image to appear polished and having a telephone answering service is one way to put on a professional image. The answering service is like the gate keeper that says who can and can’t get through while at the same time ensuring that everyone is recognized. Customers appreciate a business that is organized and well-run. Having a telephone answering service is one way to put this image in front of the public.
The small business answering service is the tool that can help any size business and will help the business develop a reputation for good customer service. Sometimes simply being available when a customer calls is half the battle in calming what could be a bad experience for a customer. There are different ways to implement an answering service in a small business; it doesn’t have to be a full-fledged company that answers the phones. The following information is presented to show the various ways of implementing an answering service for any size business.
The Receptionist
The receptionist is one way that a small business can handle answering the phones. This employee can multitask and handle things like filing and greeting clients. When the receptionist is able to do more than one job, it is easier for the small business to justify adding the cost of the wages to the budget. Having a receptionist gives the business a face and a voice that customers can relate to and get a sense of comfort that be business cares.
Remote Answering Services
The dedicated, remote answering service is a business that does nothing more than answer the phones and take messages for the business. The answering service has traditionally been used after hours; however, many businesses today use answering services during business hours. This is particularly true of a business that simply needs someone to give a voice to their business when customers call but that does not typically have many customer calls. The key for this type of business is that someone answers the phone and doesn’t leave the impression that no one cares.
Small businesses can save money using a dedicated, remote answering service. These are often much cheaper than a full-time employee. The business owner doesn’t have to worry about insurance, holidays, time off and absent employees. The answering service takes care of everything and delivers the messages when they are phone in to the service.
Technology and the Virtual Call Center
Technology has made major advancements in the area of call centers. Virtual call centers are similar to dedicated call centers. The calls that come in to the center can be answered from practically anywhere; many virtual call centers are actually people working from home.
The virtual call center can offer all the benefits of having a phone system in the actual building where the business is but not have to be in the building. Technology has made it possible to have multiple lines, toll-free numbers, music-on-hold, call forwarding and more incorporated into the virtual call center.
It is easy to see how a small business can incorporate great customer service with a call center using any one of the options presented here. Every small business should consider the various options that are available to add an answering service for their clients. The advantage that it gives them in the quest for customer service is one that will pay off in word of mouth and in business that won’t be lost due to no one answering the phone. In-house employees, dedicated answering services and virtual call centers are all excellent ways of increasing customer service.
