Answering Service Company
Simply put, an answering service company is a business that answers incoming telephone calls that have been forwarded to them by their clients. Clients re-direct their calls to the company when they either can't or don't want to take their own calls. Telephone operators answer calls in the business name and are trained to treat the callers as if they are their own clients. Using this service is a cost effective way for businesses to handle after-hours calls and overflow calls that come in during business hours.
How does it work?
Each company is provided with a telephone number that they will direct their calls to. Depending on the needs of the customer, this service can be utilized full-time, after business hours, or part-time during busy times. When this service is set up, businesses provide their answering service with detailed call handling instructions, company information, and staff contact lists. This ensures that every single call is properly directed.
A team of telephone operators, who are typically available 24 hours a day including weekends and holidays, are prepared to answer calls in accordance with client instructions. Operators are able to provide detailed messages and use the client instructions to gather all information required by the client. Messages are delivered immediately by a variety of methods including text message, page, email, or fax. In addition to taking messages, operators provide information to clients, page on-call staff, and patch calls.
Call centre employees are supported by the very latest answering service technology, which assists customer satisfaction. Using this technology, the company-specified information and instructions appear on the operator's screen when each incoming call comes in. Answering service companies can incorporate technology and professionalism all in one.
Choosing to use an answering service company has many benefits both for businesses and their callers. Callers appreciate speaking to a real person when they call into a company - it gives them the impression that the company is reputable and professional. Customers expect that someone will be available for them to speak with whenever they call, regardless of the time of day. Many callers who do not receive a response may choose to try elsewhere. Using this service makes a company accessible twenty-four hours a day and helps to address the needs of customers in different time zones as well as those who need immediate assistance after-hours.
Smaller companies using this service may find that it eliminates the need to employ a full-time receptionist. In many cases, using an answering service offers the same benefits as a receptionist but without the added costs of paying a salary and health benefits. An answering service can be available for a company when a receptionist can't - after hours, weekends, holidays, breaks, sick days, and vacations.
There are many other benefits associated with choosing to use an answering service. It is a comfort to businesses to know that their calls are being answered in a professional manner at all hours and that no call is ever missed. Customers appreciate speaking to professionally trained operators so it is likely that the number of callers who hang up will dramatically decrease. This gives businesses a professional touch that is respected by businesses and ideally, callers will be unaware that they have reached the answering service.
When a business hires an answering service company, they are essentially hiring staff for their office. It is a big decision and a business needs to know that they are choosing a reputable company. A good answering service should be dedicated to ensuring that a company is professionally represented, have dependable and personalized support, and have virtually disaster proof technology. An answering service company adds value to any business and helps maintain a professional edge by giving companies the flexibility to be there for customers, without physically being there.
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