Many small business owners wear many hats. You are the CEO, CFO, janitor, marketing team, and customer service representative all rolled into one. But as your business grows, you simply cannot do it all yourself. That is where an answering service comes in. Rather than missing important calls or dealing with customers after hours, you can outsource your call center needs to a team of professionals. But how do you choose the right answering service?
There are many factors to consider when choosing an answering service. The first is the type of business you have. If you run a doctor’s office, for example, you will need a service that is HIPAA-compliant and can handle appointments and prescription requests. If you own a retail store, on the other hand, you will need a call answering service that can handle order taking and returns.
The next factor to consider is cost. Answering services structure their rates in different ways, so it is a good idea to ask how their billing works before signing on. Some services charge by the minute, while others charge a flat fee per call or a monthly subscription rate. However the fee structure is set up, outsourcing call answering services are typically much more cost effective than hiring a full-time employee.
The level of customer service is also essential. The answering service should be knowledgeable about your company, its products and services, and any other pertinent information. The staff should be friendly and professional, as well as quick to respond to calls. The accuracy of the call center is critical, so it’s important to go with a reputable company.
Make sure to ask about the call center’s training. Do they receive sufficient customer service training? At Select Call Centre, all of our call centre agents are carefully screened and trained to provide the highest level of customer service. The quality of call answering services will vary from company to company, so do your research and find a service that meets your needs. For example, some call centres offer specialized services such as bilingual representatives.
You should also consider what features you need from an answering service. Do you need someone just to take messages, or do you need someone who can answer questions about your products or services? You should also find out if the service offers any additional features, such as appointment scheduling or emergency call handling.
And finally, make sure to ask about the company’s policies regarding cancellations and overtime charges. You should always have the option to cancel your service if it is not meeting your needs, and you should not be charged for any overages unless you specifically request it.
Choosing an answering service can be daunting, but it does not have to be difficult. There are many things to consider, but as long as you take your time and do your research, you will find a great company that meets all of your needs within your budget! Select Call Centre is the most reliable choice for Alberta-based businesses. With our experienced staff, superior customer service, and affordable rates, you can trust that your business is in good hands. Contact us today to learn more about our services!