Is Outsourcing Your Phones Risky?
Not if you use the right service ...
Posted by Jacqui Frost on 20/05/2013
Are you finding it tricky to source the right call centre to handle telephone calls in your name? Do you feel it's like a Casino Royale - a true game of risk with high stakes? If you have rung into a central call centre for a large company then you might have felt rushed off the phone - and that's not what you want your callers to experience ...
reduce the risk to your business
A lot of call centres handle high volumes of calls and operators are encouraged to get callers off the phone quickly so they can move onto the next call. It really depends on the type of calls you are expecting your answering service to deal with. Call Centres that handle the customer service line for businesses probably should focus on reducing the call time. But information lines and sales enquiry lines can seem really impersonal if the caller is rushed off the line.
So, before choosing your Answering Service you need to know the types of call that you expect them to answer and then you need to decide what you expect them to do with the type of call. For companies like us, who are Call Handling firms, we like to know how you would handle a call so that we can do that for you. We consider ourselves more than just a basic message taking service, though we will do that if that's what you want.
Just like the different games in the Casino, we will deal with things differently depending on the type of call that comes in - but in each case, reducing the risk of loss to your business.
Customer Service or Complaints calls are very much like the Slot machines - callers need a quick and easy resolution. These calls should be handled quickly. If you ring up with a question or complaint about a product or service, you just want it resolved as quickly as possible and, where possible, with the minimum of fuss. Quite often, you feel much better when someone says, "let me go away and see what we can do to fix this and we will call you back," than you would when you are kept on hold, only to find out there is nothing that can be done.
When it comes to handling new enquiries you are at the very beginning of a long game of strategy - a bit like Poker. So, a longer call, where you are listening to the client's needs and letting them direct the call, means you will reap the benefits in the long run. It is so important to make your customers feel loved and special - not rushed off the phones.
Information lines are probably a bit like Blackjack - you need to know your stuff in order to win every time. These calls take as long as they take. To sound like your business we need to know our stuff, and be as happy and passionate about sharing it as you would be. Overall, the impression left with the customer should be that we were helpful and that their questions were answered.
Then, there are single focus calls such as the booking or appointment lines. Again, this is a case of taking as long as it needs but quickly and efficiently - I'd equate this with roulette. If you are ringing to book for someone to come and give you a quote then you don't want to feel you are jumping through hoops but you do want to feel that the person on the other end of the phone is friendly and helpful. A caller just wants to know if you can quote for the job and when you can come.
So, if you would rather not play a game of risk when it comes to your business, why not call me on +44 (0) 845 901 1803 or click here to ping over an email. Let our Genies handle your calls for you so your callers leave the call feeling fulfilled and loved by your company.
Be magical ...