If you run a large business it is not always easy to deal with the amount of customer service complaints and feedback. One way of countering this is to have people to hand to answer the phones. With more people working different hours or working from home opening hours are becoming less and less relevant and this is why you should consider a 24 hour telephone answering service for your business.
The first thing to find out is how the staff are trained. Ideally the training will be standardised across the various call centres. You want to be sure that every customer who calls you will get the same level of service and will receive the level of attention that they should be entitled to regardless of the time they call.
Ideally you want people who are properly trained. This can mean someone who is trained to both regional and national standards. There should be a minimum level of training for all members of staff so they are all aware of what they have to do and can deal with enquiries coming from a wide range of locations.
Another crucial consideration is the amount of staff available in the office. They need to have adequate levels of staff to deal with the level of calls. While you are likely to have higher peak times than others you still need to be aware. It does not matter if the call is during a peak time or an off peak time it can still be frustrating for someone if they are spending a long time waiting for someone to respond to their call.
Equally some degree of regional training is useful too. In some cases there may be issues that occur in the local area that may not apply in other countries. For example some products can be more popular in some local areas than others or you may want to target a special promotion in one area. The company needs to have the right certification and be aware of the rules and regulations concerning handling calls and ought to be able to demonstrate that they comply with rules and regulations. Indeed the best ones will often have awards to prove they are the best at what they do!
You also need to be sure that they have the right certification. This should assure you that they adhere to all local rules and regulations. Ideally they should also be able to show they have attainment awards to prove that they have achieved excellence in customer service and that the quality of their work has been independently recognised.
It is also worth learning about the business. If you can you should find out about their other clients. You can then ask them whether or not they are satisfied with their services and whether the client would personally recommend using them.
There are a number of 24 hour telephone answering service companies available. It is recommended that you compare at least three companies. It gives you the opportunity to compare both the cost of the service and the level of experience. It is also recommended that you look up customer feedback and reviews as this will make it easier for you to find the appropriate company to suit your needs.
The first thing to find out is how the staff are trained. Ideally the training will be standardised across the various call centres. You want to be sure that every customer who calls you will get the same level of service and will receive the level of attention that they should be entitled to regardless of the time they call.
Ideally you want people who are properly trained. This can mean someone who is trained to both regional and national standards. There should be a minimum level of training for all members of staff so they are all aware of what they have to do and can deal with enquiries coming from a wide range of locations.
Another crucial consideration is the amount of staff available in the office. They need to have adequate levels of staff to deal with the level of calls. While you are likely to have higher peak times than others you still need to be aware. It does not matter if the call is during a peak time or an off peak time it can still be frustrating for someone if they are spending a long time waiting for someone to respond to their call.
Equally some degree of regional training is useful too. In some cases there may be issues that occur in the local area that may not apply in other countries. For example some products can be more popular in some local areas than others or you may want to target a special promotion in one area. The company needs to have the right certification and be aware of the rules and regulations concerning handling calls and ought to be able to demonstrate that they comply with rules and regulations. Indeed the best ones will often have awards to prove they are the best at what they do!
You also need to be sure that they have the right certification. This should assure you that they adhere to all local rules and regulations. Ideally they should also be able to show they have attainment awards to prove that they have achieved excellence in customer service and that the quality of their work has been independently recognised.
It is also worth learning about the business. If you can you should find out about their other clients. You can then ask them whether or not they are satisfied with their services and whether the client would personally recommend using them.
There are a number of 24 hour telephone answering service companies available. It is recommended that you compare at least three companies. It gives you the opportunity to compare both the cost of the service and the level of experience. It is also recommended that you look up customer feedback and reviews as this will make it easier for you to find the appropriate company to suit your needs.
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