Do you currently have an answering service provider, but you aren’t sure if they are the best partner for your business? With the many options out there, it makes sense that you would want to ensure that you are giving your money to a company that will not only allow for seamless integration with your company, but also satisfy your callers.
As we mentioned in one of our earlier articles, you shouldn’t assume that your callers are experiencing the same experience that you may have received in your sales process. Your answering service would have given you the best experience possible during the sales process. If there were any red flags during that time that you answering service was trying to get your business, multiply it by ten to determine how they are most likely treating your customers.
If you are ready to check the service of your answering service provider, review these seven questions that Karl Schott has put together.
1. How quickly does your answering service answer the phone?
When your callers are waiting for an answer, timing matters. Are they listening to multiple rings, becoming frustrated, and possibly hanging up? Or are they hearing a few rings before being connected to a professional who can best assist them and answer their questions? The standard for most answering companies is to pick up a call within 3 rings or less.
2. Are you receiving accurate information from them?
Whenever you review the messages from your answering service provider, be sure to check them for accuracy. Are the names of your callers spelled correctly? A good answering service will guarantee that you know exactly who called, when they called you, and how the call was handled.
Accuracy is especially important in industries that use an answering service to schedule appointments. It is important that your callers phone number and name are correct as these callers may become customers. An incorrect phone number could cause your business to lose a sale.
3. Do you have the option to listen to calls?
A good answering service should provide you with the option to listen to the calls that your answering service is handling. By listening to random calls, you can ensure that your callers are receiving the customer service and compassion that you want for them.
Listening to calls is also helpful for when a customer has a complaint. Even though you were not on the phone with them, you should still have the opportunity to understand how your company was represented.
4. What is their quality assurance?
Quality assurance in an answering service is very important. Your answering service could serve as the first impression on your customers. With this in mind, you want to ensure that your answering service values quality assurance. Here at Dexcomm, our premium services guarantee that your customers will engage with a caller who represents your business in a manner that you and your employees would. When a Dexcomm operator answers for your company, they are an employee of yours, ready to accuratley represent the values and proffesionalism of your business.
5. How do your customers like dealing with them ?
This should be the primary question that you consider. An answering service should compliment your business, not hurt it. If your customers and callers are not satisfied with how your answering service handles calls, their actions will bring consequence to your business, not the answering service.
6. Can they integrate with your business CRM software?
A good answering service should be able to integrate with your business CRM software in order to better service you and your callers. Here at Dexcomm, our system engineering team, programmers, and applications analysts are highly qualified and well-versed in application program interfaces (APIs). Allowing our office the ability to connect with your medical record systems, customer relationship management systems, business management platforms, and more through customizable API pushes —allowing a seamless connection between our software and yours, saving your business time and money.
7. How reliable are they?
You partner with an answering service to ensure that all of your business calls are answered, even when you aren’t able to reach the phone. But, is there a time when your answering service can’t reach the phone as well? If so, your callers will get busy signals while your answering service experiences a downtime.
Power outages, whether from bad weather, natural disasters or any unexpected factor can cause your answering service to experience a downtime redundancy. You want to make sure that your answering service has plan in place for any emergency.
Making a Test Call
The easiest way to test how your answering service provider is handling your callers is to make a test call. Be sure to ask them questions that your typical customer would so that your experience is authentic. It is also a good idea to leave a message and then compare it with the message that your answering service delivers to you. This will allow you to determine just how accurate your messages are.