Your customers are reaching out to you more for answers as they’re trying to deal with the uncertainty of the coronavirus. As your new at home employee army works tirelessly from their kitchen counters and ironing boards to respond to customers, your answering service is playing a greater role in helping you triage customer requests and handle the higher than usual call volume.
An answering service is a powerful communication tool that allows companies to handle an insane amount of call volume without you having to hire more employees to do it. Answering services can answer basic questions your customers may have to protect your internal support resources, schedule call backs for later, or transfer important calls to your staff if required. So, what can you do to ensure your answering service is making a meaningful impact, especially during this crisis? We’ve put together 3 things you can do in 1 hour.
Take a minute to analyze your helpdesk tickets or connect with your team to see what types of questions they’re being asked, and assess if those answers can be offloaded to the answering service agents.
If you find you’re getting a lot of crisis related questions, like questions related to COVID-19, it may be a good idea to create a separate FAQ with your answering service specifically for those requests. That way, when life eventually gets back to normal, you’ll just have to make one FAQ change instead of editing through several.
Reviewing and updating your messaging protocols and script will help make sure that information gets transmitted as quickly as possible from the callers to the answering service to your own staff.
Simple is always better. Consider temporarily simplifying your answering service protocols to get customers on and off the phone as quickly as possible. If you’re getting a high volume of calls, this will free up answering service agents to handle more requests and lower your hold time.
With a just a few tweaks, you can make sure your answering service is able to effectively handle a higher call volume during this most difficult time.