How Does a Professional Phone Answering Service Call Work?

Posted on January 3, 2017

Before your company makes the decision to use a professional answering service, it is important to understand exactly what the process will be like for your customers or clients. After all, you want to give the best service possible to the people who matter most to your business’s bottom line. This article will take you through the steps of how a small business answering service operates and the benefits it can provide to your company.

Steps a Quality Answering Service Call Includes

Different levels of phone answering services are available depending on the needs of the company. These range from simply taking messages and relaying them back to your company in an organized fashion to working with a unique script and greeting to provide on the spot customer satisfaction. In general, the professional phone agents provide a valuable service no matter what the extent of their involvement is.

#1 – A Quick and Friendly Greeting

Every call begins with a pleasant greeting. For the best customer service experience, all calls should be answered before the third ring completes. This is a benefit that answering services can provide that in-office employees may not be able to. Sometimes things get busy or disorganized and you do not want customer service to suffer. Since one of the most common complaints about companies is that they do not respond fast enough, this service will definitely improve the impression your company gives.

#2 – Determination of the Caller’s Purpose

Customers or clients do not call up the company just to have a chat or shoot the breeze. They usually want to know some information about the company, place or ask about in order, or lodge a complaint. Any person who answers the phone for a company must determine which one of these defines the customer’s call.

With the simplest type of answering service whose agents take and convey messages, this may be the end of the conversation other than pleasantries and a goodbye. Details will be gathered, recorded, and verified so the message can be passed on accurately.

With other types of phone service, what the customer has to say will determine what the phone agents says next. After all, if a potential customer asked about business hours, the telephone operator will have a very different response than they will for a person who calls up to yell about a piece of merchandise that did not work as intended.

#3 – Taking Action

As mentioned in Step #2, the action the phone operator takes will depend largely on what level of service you have paid for and the needs of the customer or client. The most basic form of action is simply taking a message and submitting it through to your company as indicated by the phone answering service contract. Instead, the agent may read one of several scripts, or directly answer questions based on information that the company gives to them. Another option is call forwarding. If a customer or client needs help that cannot be handled by the phone answering service operator, the call can be rerouted to somebody at the office or in the field on their cell phone.

#4 – The Closing

The end of the phone call if the company an opportunity to not only exchange pleasantries in a friendly manner with the customer or client but also to do a bit of brand building or introduce a new offer. As part of the script given to the phone answering service, a mention of the company’s name and any new product or a special sale may help create repeat business. Inviting the caller to share their positive feelings about the great service they received from your company can also help get the word out to more potential customers.


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