Small and midsize businesses cannot always afford to hire more people to manage customer calls. However, supporting existing customers and capturing new leads is non-negotiable. If you are experiencing frequent missed calls and client complaints, it’s time to get a live answering service. Not all services are the same, and because your business reputation and brand are at stake, it makes sense to do some initial research. Try this guide to find the right one!
Define Your Business Needs
Unless you outline your business needs, outsourcing can be complicated. Start by identifying the problem areas. When are the peak call hours? When do you encounter the greatest number of missed calls? What are the usual requests about? What do you want to achieve by using a live answering service? Is it better availability? Do you want to make appointment booking a seamless process? If you can identify the support you want, comparing options becomes easier.
Look for 24/7 Availability
More often than not, service businesses receive calls beyond usual work hours. When the in-house receptionists are away on weekends and holidays, customers either don’t get a response or often have to leave a message on voicemail – Both of which are detrimental to the business reputation. Choose a provider who can offer 24/7 availability, especially if your company needs that.
Consider Industry Experience and Specialization
Many live answering services are geared towards large companies, while others focus on specific industries. Industry-specific experience is always advantageous, especially because you don’t have to worry about live agents making common mistakes. You can ask the provider about their clientele and common domains they deal with.
Prioritize Customization
Eventually, live agents will fail to respond to specific customer queries if they don’t understand your business. Can the provider follow scripts, routing rules, and other relevant protocols? Can the agents customize messages to cater to your target audience? A good answering service is one that seamlessly works as your extended arm.
Ensure Bilingual or Multilingual Support
While not many businesses need multilingual support, it is an advantage if you have customers around the globe or expect calls across time zones. Make sure to check with the provider about the languages and where the agents are based. If your company is based in the US, you should choose a service that has live receptionists here.
Check for CRM and Software Integration
Can the answering service integrate with the existing CRM system your business is using? Using live agents should be a seamless process and shouldn’t hamper the normal course of operations. That will also ensure your team doesn’t have to follow up with customers manually or deal with complex data entries.
Consider Pricing Models and Hidden Costs
One of the major advantages of outsourcing is affordability. If you are using a live answering provider, you have to check how the billing process works. For instance, do you need to pay for each minute or call? Are there monthly packages? Are there any setup fees? Do they offer any add-on services? Choose a service that aligns with your needs and expected call volume.
Final takeaways
At a time when more competitors are outsourcing customer service, your company cannot afford to stay behind. A live answering service isn’t just about improving the overall support you offer to clients but also about supporting your existing team. Don’t forget to ask for a demo when you compare different providers. Also, consider using a trial package to see whether you like the way how live agents interact with your customers. This is for long-term collaboration, and it is best to team with a live answering provider who can offer consistent uptime and support.