If you’ve decided to hire an answering service, your business could see some amazing benefits of having this reliable and dependable service as part of everyday business. An answering service works as an extension of your company, providing around the clock help with incoming calls, scheduling appointments, handling questions and concerns and assisting with feedback after a purchase has been made.
It saves you time during the day so that you can focus on doing your job without the interruptions of phone calls asking for directions or trying to schedule an appointment. While you focus on day-to-day operations, an answering service can handle these daily interruptions that are necessary to keeping business up and running.
The problem comes up when companies choose a cheap answering service hoping for great quality on a budget and it ends up hurting their business. Here is a look at why cheap answering services will make your business suffer.
Quality on a Budget
There isn’t such thing as great quality customer service at a cheap price when it comes to answering services. If you want your answering service to attract better clients, you need to make sure they are giving quality to each caller. An answering service has to hire great quality employees in order to give you the quality you are seeking.
An employee of great quality will know take their role seriously, will have had extensive training and will have experience handling all types of phone calls. You’ll want employees that put customer service as a priority and have skills in working in this department. You’ll probably have to pay more to get an answering service that has hired these types of employees that will treat your clients with the quality they deserve.
Keeping your Current Clients Happy
If client retention is important to you, and it should be, then a cheap answering service is going to hurt you in this area. A bad experience with a company just once can result in a client leaving your company for the competition and telling everyone about their experience through word of mouth and on social media.
Client retention is vital because it costs much more to bring on a new client than it does to retain a current one. Make sure that every interaction with your customers is a positive one by putting the money in to hire a quality answering service. Don’t allow a cheap answering service to make your name look bad by treating your customers less than desired.
Comfort and Reliability
You want your answering service to treat your clients well and to report back to you positively. With a small business, customer service is a top priority. Spend the money to hire the right answering service so that your customers don’t report back about a bad experience or that they were treated less than courteous. They want to talk to a real person so don’t spend the money on an answering service that doesn’t work with live people that will offer a more human connection to your customers.
Make sure their staff shows emotion and passion in their voice so that your customers don’t feel like just another number. A cheap answering service will do the job at the bare minimum and lack human kindness and empathy making your customers feel unimportant.
Go with the answering service that shows compassion, promptness, availability, and experience in customer service.