Managing calls for thousands of industries and millions of scenarios is no easy task. Each small business is unique, and it would be impossible to memorize the nuances of the thousands of businesses a call center may answer for. So when customer service agents are allowed to tell callers they are speaking with the answering service, call flow is improved, along with the caller’s experience. However, many business owners may feel their customers won’t want to deal with an answering service, creating the potential for lost revenue. And that’s not good for anyone.
If you’re outsourcing to a service, you have two choices: let the callers know they are speaking with the answering service, or don’t. We’ll dive into the pros and cons of each approach.
Don’t let callers know they’re speaking with the service.
But I don’t want my callers to know that I have an answering service. What are my options?
There really is no ideal middle of the road alternative. However, operators can pick up your line in a number of ways that will represent your business professionally, without directly identifying themselves as the receptionist or the answering service. This combined approach should lower callers’ expectations while maintaining optimum customer service standards.
“You’ve reached the after-hours receptionist for ZapAndOutage Electric, this is Jessica. Do you need urgent service?”
“Thank you for calling, you’ve reached the off-site receptionist for Peas in a Pod Home Care. How may I direct your call?”
“You’ve reached the scheduling department for Dr. Hamond Eggs, this is Hector. How may I help you today?”
I still want the operators to act as my receptionist.
If maintaining the appearance of a receptionist is essential to your company culture, there are things you can do to help operators make every call a success.
Working with an answering service may be a bit of an adjustment, but a confident and empowered operator will make the caller feel comfortable and set the tone for a smooth interaction. Ensuring a positive service experience is fundamental to customer retention, and making calls effortless for both the operator and the caller has an indelible impact on the future of your business.