A voice answering service helps businesses streamline their communications. Many businesses of all sizes hire reap the benefits of hiring a live voice answering service. However, before you hire a voice answering service provider, make sure you ask the following questions.
Is The Service Live?
Don’t assume. Some so-called live service answering services are actually automated. With these automated systems, callers get automated answers based on their responses to recorded prompts. Callers always appreciate a live telephone answering service because they feel like the service is more professional and they get better answers to their questions.
How Are The Agents Trained?
These are the individuals representing your business. It’s important that they’re trained to provide helpful, friendly customer service. Hiring a service that doesn’t emphasize good customer service will do more harm than good to your business.
How Do You Access Call Data?
Yes, answering services manage the calls coming in, set appointments, and keep your business running smoothly. However, it’s still important that business owners have access to the call data. Most of the time this is done via a web portal, but some services may still send out daily, weekly, or monthly reports.
Is the Service Confidential?
When your customers call in to place an order, request a service, or schedule an appointment, they expect their information to be secure. If you run a medical office, it’s very important that the live phone answering services complies with HIPAA regulations. The answering service you choose should be able to deliver any type of message – text, email, voice message – securely, protecting the customers information at all times.
What Are The Fees?
Some companies charge a flat per-call rate. They charge you based on how many calls come into the answering service. Other companies charge additional fees for callers placed on hold for long periods of time, after-hour calls, when calls exceed a monthly maximum, and even dropped calls. Make sure you understand the types of calls you’re paying for. If you’re not happy with the services fee structure, keep looking for another service.
Outsourcing calls is a strategic way for companies to grow their business. Just make sure you ask the right questions before hiring a live voice answering service.