The idea of outsourcing business-related communications to a third party may be a trifle strange for you to understand but the positives certainly outweigh the negatives here. Sure, you often get to hear a robotic voice or AI take over and you have misgivings about their efficacy. No worries! You may settle for a live agent who will represent you and your company when answering an incoming call. The only responsibility that you have is to provide a list of instructions necessary to train the agents who will provide live answering services. You do not have to be anxious once the service provider begins to receive calls on your behalf.
You will remain in complete charge even when the third party works for you. You may streamline the process by providing the service provider with a custom script to implement the customer service procedure as needed. Handing the agents a list of dos and don’ts can help you to keep your customers and prospects happy and fully satisfied as well.
Gains Of Live Answering Services
There are benefits galore in the offing when you decide to hire the services related to live answering of incoming calls. Some of the most appreciated advantages include the following:-
- Low Commitment– Hiring a full-time receptionist can be pretty expensive. You will not only have to commit to a high pay packet but provide several employee benefits as well. Moreover, training the individual will result in additional expenses as well. Having to use a temp when the receptionist is on leave adds to the expenditure too. The live agent will take on all responsibilities handled by a receptionist without any of the extras. You will not only be assured of flawless service but will have to pay a much less sum for the same tasks. Besides, you do not have any commitment except paying a small fee to the service provider at the end of the week/month.
- Professional Attitude– The live agent will not only greet the caller but will also be able to provide the right answers to the queries. The voice modulation will be pleasant with no rudeness or excesses in the conversation either. The professionalism is much appreciated by the callers resulting in a high rate of customer satisfaction for you.
- No Missing Calls– Your Company has to maintain the office hours to comply with the regulations. However, prospective customers, existing ones, or partners are not obligated to do that. Instead, many of them may place the call at odd hours or even over weekends. Thankfully, one of the live agents will receive the call and answer the caller as required. The call will be recorded and a list of calls received over the holidays and other off days will be submitted to you without delay.
You may want to use the live answering services for more than merely replying to the clients. A majority of the agents are also used to schedule appointments and place outgoing calls to remote employees as and when needed.
