Saturday, February 1, 2014

Choosing A 24 Hour Telephone Answering Service

By Serena Price


Increasingly we are living in a 24 hour culture. More people work different shifts and the idea of the 9 to 5 working day is becoming less and less common. This also means that people do not always have time to talk to companies during conventional working hours. Therefore it is worth considering using a 24 hour telephone answering service to help customers whenever they need it.

In simple terms this means people will be available to deal with the needs of your customers. For example you may have something that people can purchase online. However if they have problems during the ordering process they may need to call someone. Therefore you need someone available to help with this.

This means more than simply learning a script. The best centres will offer a regular training program in order to keep people aware of what they need to and able to adapt. As well as national level training programs there are also regional equivalents.

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.

You need to be sure that the company is aware of local rules and regulations that affect their business. They should be able to prove that they are properly accredited. In some cases they may even have special awards and certificates in order to prove that people appreciate their work and that they go a bit further in order to benefit you and your customers.

If you do want to launch a new promotion or service then you have to inform the centre. When choosing a possible company to handle your calls they ought to save the amount of notice they will need. This will be the amount of time they need to rewrite scripts and prepare the staff.

It is also important that the centre is able to gauge demand. This will mean that people do not spend too long waiting for someone to respond. It can be very frustrating to spend time in a queue and so you should avoid this as much as possible. The company should be able to assure you that they will be able to have enough people on hand to deal with the amount of demand at different times of the day.

It is worth checking online to compare the various 24 hour telephone answering service options available to you. You should compare several in order to gauge who offers the best service at the best price. Ideally you should also check online for feedback and reviews so that you can get a broad range of views so that you can find the appropriate company to suit your needs. For more information use your regular search engine using the appropriate keywords.




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