Because the oil & gas industry is a ‘round the clock business, it is necessary to make your company – and often yourself – available to customers at any time. But being “on call” does not necessarily mean you must sit by the telephone on high alert all night long. There are better ways to provide a high level of service, including outsourcing your telephone during nights, weekends, and holidays.
Relying on voicemail to “screen” your calls is not true customer service. Having your customers’ best interests at heart 24/7 is not the message you are conveying when you shunt their calls off to voicemail after office hours. Nor does hiring a temp with no experience to answer your calls tell customers how much you care. But you DO make a strong statement when you hire people who not only can answer a phone professionally, but who also have the knowledge and expertise to communicate the concerns of your customers effectively.
Hiring a telephone answering service whose phone agents undergo specifically designed training classes focused on the oil & gas industry can be the key to the success of your business. Here are some reasons why:
- Peace of mind for your customers: When a customer calls after hours, they are likely to be facing a crisis or deadline issue. Having a live voice on the other end of the line offers reassurance to them that everything will be OK.
- Clearly transmitted messages: Your callers also want to know they can count on their questions and concerns being transmitted clearly. A trained agent better understands the industry terms they will encounter on calls, and is trained to recognize a real emergency from an issue that is less urgent. An escalation procedure can be built into the coverage plan to ensure true emergencies are addressed.
- Easier on-call: You put in a lot of hours at work. You’re tired when you head home for the night. You want to be with your family. Perhaps you want to enjoy a night out with your spouse or with friends. With a trained professional answering your phone calls, you gain the peace of mind of knowing that the agent can handle calls effectively.
- Peace of mind for you: You never want to miss a call that could represent an opportunity to win a new customer. More importantly, you never want to miss a call from a customer who needs you, and could be lost if they feel ignored. With the right professional telephone answering service as your representative, you can rest assured that you will get the calls you want.
Your reputation with customers is too valuable to leave up to chance. Hiring a telephone answering service with extensive in-house training can become a positive partnership for your business. Dexcomm is a leader in answering services. We make sure our agents are fully trained on the latest oil & gas industry terms, trends and processes so that they can provide the best representation for your business. If that sounds like the right choice for you, we are ready to take your call now at 877-339-2666.
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