Outsourced Phone Answering Services
What is a professional answering service?
Have you been looking at solutions to improve your customer service?
Or do you need relief from handling significant call volumes for your company?
According to a study, the majority of callers expect to be put on hold for at least five minutes when they call a business.
This is why phone answering services can be the difference between having happy customers and disgruntled clients who feel their calls are never answered.
Imagine the scenario where customers never have to wait to get the information they need, spreading the message via word of mouth that your business provides exceptional client support that is worth exploring.
Outsourced answering services can make a perfect first impression: There is no delay in answering phone calls, and any chance of making revenue is perfectly managed.
Whether you run a small or large company, outsourced phone answering services can give you a professional edge that enhances your company profile.
Our outsourced call center in South Africa or our UK business process outsourcing services could be the answer.
When you hire an outsourced answering service, you sign up to work with a remote third-party provider who will answer calls on behalf of your business.
Every interaction will establish rapport between a caller—or potential customer—and your company, creating a welcoming introduction that will immediately put any caller at ease.
This will allow you to provide excellent customer service and enhance the customer experience.
How does an outsourced telephone answering service work?
An outsourced answering team will comprise trained experts who handle calls virtually at an offsite location.
In the minds of callers and potential customers, there is no difference between the person they are speaking to and the company they are interested in: They see them as the same.
Call transfers can easily be made as needed to in-house team members, and your dedicated team will transfer calls effortlessly.
What is the difference between an answering service and an answering machine?
An answering machine will merely record and file messages, which means it is not quite a personalised offering.
On the other hand, an answering service will add priority to messages according to their urgency, ensuring that any urgent calls are handled first and as needed.
Members of your third-party provider would have had ample training and know how to conduct telephone calls professionally.
Together with improving customer satisfaction, these professionals will use the latest technology, such as software integrations or spam blockers, to ensure a seamless experience.
Do outsourced phone answering services only include answering calls?
Many outsourced partners also provide services such as live chat, admin tasks, and, in some cases, marketing.
During your initial conversations with your chosen third-party provider, it is best to determine which functions could be included in a service package.
What are the benefits of telephone answering services? Having a full time receptionist team
Your outsourced partner will ensure that every customer interaction is of the highest standard, without fail.
They will answer calls and provide a professional service that is consistent and of the highest quality.
This, in turn, will benefit brand loyalty, as potential and current customers will respond more favorably to a business where they are always treated as a top priority.
A cost effective handling service
Of course, cost-saving is another advantage of using an outsourced phone answering service, as companies do not need to hire additional staff in-house or provide training.
A perfect team to handle overflow calls
When answering services are handled by expert third-party partners, a business can focus on its core growth and goals and be confident that it is getting the best value for money.
Our South African phone answering team are ready to improve your customer experience during business growth.
Are you ready to work with answering services professionals?
Contact our expert team today. We look forward to hearing from you and providing you with the best possible options for your business!
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FAQ's
Have a look below for more information regarding outsourced phone answering services.
Is an answering the same as a 24/7 answering service?
Unless expressly stated that it is an all-day service, your answering service will likely be available during a specific timeframe.
Ensure that you check this with your provider before finalizing the details of your contract.
How can I set up an outsourced answering service for my business?
Simply contact your team—we will ensure that you get the best providers for your business.
Following this, you can discuss instructions and desired goals with your chosen team to ensure you are on the same page in terms of expectations.
Can any business use outsourced phone answering services?
Absolutely – companies of any scope can tap into these outsourced providers’ benefits.
Will my customers always be engaging with a “real person”?
All calls will be handled in person and not by any AI or preprogrammed technology. Your customers will get a personal touch with every interaction.
How can I get the most cost effective tariff for my call answering service?
Every phone answering service cost can be adapted to suit various budgets.
No two call answering service packages are the same, and companies can discuss their needs and budget upfront with the providers that they would prefer to work with.
What are some of the benefits of outsourced phone answering services?
One of the biggest benefits of telephone answering services is a significant reduction of missed calls, and ensuring that all customer calls are attended to.
Companies can get all the benefits of a trusted answering service that will allow them to still maintain a high level of customer satisfaction even during busy periods.
All important calls can be quickly answered, and should unwanted calls come through, these calls can be managed professionally and with finesse.
Added to this, third-party providers can improve customer service, and provide a cost effective solution for incoming calls.
When should I consider using a professional telephone answering service for my business?
If the phone rings off the hook in your office, or your existing clients are not getting through to your in house receptionist, an outsourced experienced team can certainly provide relief.
They can ensure that your company name maintains a high standing with customers, and that customer interactions are satisfactory from start to finish.
With outsourced phone answering services, you will always have the right person answering client calls.
Every team member will have a professional tone, providing a seamless extension of the exceptional service that your business is known for.
If you want a bespoke service that can benefit small and medium businesses, as well as bigger businesses, telephone answering can certainly give you a leading edge in your industry.
Can my virtual receptionist service also include cold calls?
Sales calls could potentially be included in your telephone answering service. You can discuss your options and all the benefits that you could receive with your dedicated team.
Can my answering handle call recording?
This is certainly an option – check in with your outsourced team what resources they use for this purpose.
Is there any risk to allowing a call answering service to handle customer queries?
Trusted third-party telephone answering services have the necessary etiquette and professional tone to manage client calls.
They will be up to date with your service offerings and can answer calls with confidence.
Can an outsourced provider do more than answer calls?
An outsourced partner can certainly do more than answer calls – some could assist you when you need to cancel appointments, while others can handle calls from cold callers or field unwanted phone calls.
Your handling services can be adapted specifically for your business, ensuring that your business telephone answering service is personalized according to your business needs.