Finding the right answering service for your business is key to success and growth.
The right answering service can provide 24/7 live customer service to your clients instead of you or your employees having to work around-the-clock or deal with an answering machine.
5 Questions To Ask Before Choosing The Perfect Call Answering Service Provider
1. What is the company's training process?
The operators become an extension of your business and many times are the first impression of your operations. Ask about how the answering service trains their staff to handle customer service, critical thinking, in-depth client profiles (especially those that involve HIPAA laws), and to take a message. Also, be sure to ask how much training the operators receive before answering your calls.
2. Does the answering service provide the services you need?
Do you need the answering service to answer the phone, process orders, page your on-call staff, send out blast SMS messages/emails or more? The right answering service can handle your needs no matter how complex with a strategic planning partnership and great communication.
3. Will the answering service provide the right value of service for what you are being invoiced?
Ask them how they are going to bill you. Answering services vary in the method of invoicing such as message counts, dedicated operators (hourly), time usage, live time, service units, etc. Be sure you're clear on this prior to choosing an answering service!
4. How dependable is the service?
a) What is their "up-time"? In other words, what is the amount of time without their systems going down (leaving you without service)?
b) Do they have long ring time? Plain and simple, how quickly will they answer the phone?
5. Does the answering service record all of their calls and can you access them?
There is no better way to ensure that your voice is being heard than being able to hear the answering service's calls! Listening to calls that your answering service has handled will allow you to guarantee to your customers that they will receive consistent customer service.
Download this infographic for future use or share it with your associates!