4 Questions to Ask When Hiring an Answering Service
An answering service is a firm that answers your phone calls for their clients. Their job is to take messages, escalate emergencies, and enlighten the customers about the company. The service may pertain 24/7, according to a schedule, or on-demand. Hiring an answering service results in are increased availability to callers, enhanced customer service, and a quicker response at any time of the day. It also helps in saving money, provide convenience and accessibility to their customers and prospects, For more details simply visit www.officehq.com.au
Here are the following questions you should ask before hiring an answering service.
- What solutions does the answering service provide?
Attending the customers’ calls is a process, not a solution. Anyone can answer the calls, but the factor that determines the value of an answering service is the solutions they provide—outcomes and advantages. While evaluating an answering service, look out for the solutions, results, and advantages they can bestow your company with.
- What industries does the answering service have experience in?
Secondly, look out for their expertise. If they have industry experience with other clients in your industry, it is a good sign as they have an understanding of how to service your account, are able to meet the needs of your callers and how to effectively communicate with them. They have an idea of what matters to your business, the reasons why customers call, and also the jargon put to use. Never hire an answering service who doesn’t have an expertise in your industry.
- What schedule does the answering service follow?
Thirdly, confirm their schedule and availability. Many answering services work 24/7 a day, but not all of them do. Make sure they are available when you need them. Also, inquire them about the after-hours calls when your business is closed which includes weekends and holidays. Consider the time zone too. It is quite helpful if the answering service works in your time zone.
- What is the location of your answering service?
Customers are well aware of dealing with offshore call centers and they are becoming quite intolerant towards it. They become intolerant towards foreign-sounding reps which impacts the reputation of your company. Hence, the location of the answering service is very important. Look out for verifying that the staff and virtual receptionist Perth OfficeHQ you are hiring can communicate effectively in English. The goal is to have a clear conversation among both the parties. Also, many companies operate according to the time zones, even within the same state, geographic area or city. This makes it convenient for the answering services to cooperate with the work in the local environment and the time of the day relevant to your business.