In today’s age, it is simpler than ever to hire third-party customer support services. Just search phone answering services online and find the list of companies to hire. However, it is vital to remember that just because you can come across such companies easily does not mean they are the best.
You will set yourself up for failure if the answering service you are employing does not have the ideal atmosphere for their reps. Moreover, if your expectations are not matched with what the answering service can perform, it will also cause a problem.
We will look at some common mistakes that small businesses often make when outsourcing their phone services for the first time. We will look at the pitfalls along with their solutions. If you understand these issues, you will have a collaborative relationship with your partner, which will reflect in your business success.
Problem # 1: Not Forwarding Calls When Needed:
Virtual receptionist support is available 24/7 with most answering services. Most small businesses forward their calls after office hours. However, that is not the only time when you should do that. You can and must do it during office hours if you require additional assistance.
Consider this scenario: your phone is buzzing nonstop early in the morning during a severe snowstorm. Your VA is trying to pick up every call but placing every prospect on hold. This way, every caller will move away, and the opportunity for new clients will also get buried in that snowstorm.
What is the Solution?
The simplest solution is to make your answering service available at all times. Moreover, it is essential to forward calls when your work is overburdened. If you want a more automated approach, conditional call forwarding is a good option.
Moreover, it is a nice practice to set up conditional call forwarding so that any calls your receptionist cannot handle are forwarded to the service. With this option enabled, each caller will reach a live voice, increased lead generation, and some ease for your VA. DOS provides the best answering service for small businesses. You will find affordable and reliable support services for your brand with them.
Problem # 2: Not Enough Screen Calling Knowledge:
You can find different ways your answering support service can help screen callers besides adding an IVR to your account. For instance, if your brand has particular needs for specific calls, decide whether or not you require a message.
What is the Solution?
So, let’s take a look at some of the ways answering services can assist you with call screening:
- Request Email Addresses: Your services must inquire about consumers’ emails to correspond with them. The call will continue if it is provided, but if it is not, the operator might inform the caller that one is required to progress. The operator can respectfully end the call if the caller refuses.
- Inform About the Service Fee: If your company demands a service charge before arranging an appointment, your support system can screen calls as a result. The operator can continue the call if they accept the cost. If the caller refuses, the operator can hang up. But, do it politely and remind them to call back if their mind changes.
- Screen Insurance Types: It would be great to have your screen calling service for medical practices that cater only to particular insurance types. This way, you can avoid the appointments that should not be booked in the first place.
Problem # 3: Ignoring Automated Calls:
Having phone answering support is an excellent way to provide your customers with an actual human who is available round the clock. However, just because you are using these services does not mean you should ignore automated messages. Some companies offer IVR automation or voicemail systems to automate protocols. It is quite time-saving and helps streamline the phone processes.
Many brands use IVR to help direct calls as well as enable calls to help themselves. Small businesses on a budget may not want to spend as much money having their operators answer these queries. An IVR system can do it for much less as compared to agents.
What is the Solution?
There are a variety of ways to use automated services in line with outsourced reps. For instance, you should have an option for Spanish callers to press 3 to speak with a bilingual agent. Similarly, you should set up an option for customers experiencing an emergency. IVRs are also useful for simple calls, such as those from customers inquiring about your company address or working hours.
Virtual queuing systems, as well as setting up a call-back function with your answering service, can be utilized to automate processes. For example, call-back choices can be automatic, in which case the system automatically calls back customers who hang up waiting or those who wish to call back later.
How is DOS the Best Choice for Phone Answering Services?
Digitech Outsourcing Solution (DOS) is a well-known name in the BPO industry. They have a variety of customer support services, such as live chat, email and phone support, and virtual assistance. What is nice about them is that they do not charge heavy prices for any of the services.
Moreover, they also offer a free trial option that lasts from three to five days at least. You can avail it to check how their services align with your business requirements. It will help you make an informed decision. You can reach out to their team to have a personalized plan that your company requires.Make Answering Services Seamless for Your Business:
The pitfalls for such a support service are far more than we have mentioned. However, these are the most common ones, and you should be wary of them. Phone support is one of the most used channels to get in touch with a brand. It is vital for your business to make it as simple and useful as possible to engage more customers and retain the old ones.
Thanks for reading our article. We hope it was beneficial for you. Make sure to leave a comment below and share your valuable feedback.