There are a lot of myths that come with the idea of an answering service. People think they provide terrible customer service both for the person calling and for the business being represented. There are thoughts that answering services offer only one language. Many companies believe they can handle the calls better in-house, and perhaps, the most prevalent myth is that answering services are expensive. Here are the myths and the truths about answering services.
Terrible Customer Service
First of all, no one likes answering machines. Most people will hang up and call another business rather than leave a message and wait for an answer, especially if the question seems simple to answer. Professional answering services make their money by providing excellent customer service for both the business and the person making the call. Not only does the business get the benefit of 24-hour availability, but it also gets a group of people who can help answer basic questions about the business.
Professional answering services understand that no customer wants to be told to call back in the morning or on Monday, so they do their best to get the information they need to answer customer questions. Answering services may be able to schedule appointments for callers and alert the company to important messages and emergencies, which offers the business owner peace of mind. Any answering service that provides poor customer service won't be in business for long.
One Language Only
There's no reason to believe that an answering service can only provide English services. If your clientele includes Spanish speakers, many answering services should be able to provide someone who can answer calls and questions in Spanish.
It's Better In-House
Hiring a group of people to answer questions after-hours is expensive. You have to provide wages, benefits, and training in a subject in which you probably aren't an expert. Then you have to trust that your supervisor is providing the same guidance when you're out of the office. With an answering service, you are dealing with people who know how to answer a phone, which is a skill in itself. They can learn the other aspects of your business.
Having all calls redirected to your personal cell phone is another solution that some business owners use. However, taking care of your business 24/7 is a good way to burn out. As a business owner, you need time off to have a life, re-energize, and relax.
Hiring professionals in any job is expensive, especially if you offer training, benefits, and sick leave. It's also time-consuming to go through the HR process, which leaves you with less time to work on what you're good at. When you hire an answering service, they've already done that work for you. You also don't have to worry about equipment costs or rent and utilities for the space where the employees answer calls. By freeing up your people from having to answer the phone, you're helping them be more successful in what you hired them to do. When you need a remote live answering service, contact CallNET and see how they can help you improve your bottom line.