Why you should be looking to outsource your telephone answering?
Picture the scenario… it’s 2022 – After a very bad couple of years, business is finally picking up again, or hopefully even booming. Your team are poised and ready to start welcoming your customers back, with open arms, and you’ve managed to come up with some top-notch new offerings or marketing campaigns that are attracting customers left, right, and centre.
Everything is going just as it should. But, there is a problem…
The number of incoming phone calls is through the roof, and you are finding yourself extremely short-staffed, and crumbling under the pressure. You are facing the age-old dilemma of whether you should hire, in-house, or outsource to a telephone answering service provider. You have asked for advice and have done thorough research, but you’re still confused and can’t tell which option you should go for.
Well, look no further. e-PA is here to give you 10 reasons why hiring a telephone answering company remains the best option, every time! Let’s dive right in and take a look:
It Will Save You a Fortune
This is the first, second, third, and often only reason some turn to telephone answering service providers, in the first-place. Especially when considering the crazy increases in the cost of running a business, as of late.
When compared to an in-house team, a telephone answering service saves you an absolute fortune! If you hire an in-house employee, you’ll be required to spend huge amounts of money on salaries. Don’t forget about employee benefits, bonuses, payroll taxes, workers’ compensation coverage, and other expenses, such as training, onboarding, and equipment…. the list goes on.
Additionally, you’ll also be required to spend yet more money for a back-up system that will store voice messages when your team is away, which can be expensive.
A telephone answering service will eliminate these expenses. You’ll be able to avoid the excessive labour costs and other costs associated with having an in-house team.
It Provides Coverage Out of Hours
Let’s face it, to be successful in today’s business world, you need to be on top of your game more than just during the Monday-Friday, 9-5.
An in-house telephone answering team often cannot provide you with cover outside of you usual office hours, such as during the evenings or weekends. Therefore, you won’t be a match when competing with the big boys in your industry, who already have a 24/7 phone answering system in place. Don’t forget, most of your customers work too, and probably share similar hours to you, and can only get hold of you outside of these hours. It would be a missed opportunity to not be available when they call.
Hiring a telephone answering service provider will ensure you’re accessible all day, every day. This means that even when office hours are over, your business will always have a real person ready to take care of your clients.
It Gives You More Freedom to Grow Your Business
Answering the phone can be time-consuming, stressful, and distracting.
You should note that, even if you employ someone to man your telephones, you’ll still be forced to spend time responding to some client requests. This will distract you from your main goal: growing your business.
Hiring a telephone answering service provider will help free up time for you and your team. This will allow you to concentrate on strategies that will help you generate more revenue and grow your business.
You’ll Get More For Your Money
Telephone answering professionals can also do other tasks, such as taking payments, managing data, and transferring phone calls to appropriate people.
If you’re finding it hard to manage your schedule, they can also help you maintain your calendar and diaries. This means they will book, cancel, and reschedule appointments for you.
This is not only a great way to reduce stress and distractions but also a great way to ensure you get more tasks done.
Say Goodbye to the Challenges of Hiring, Training, and Monitoring
As alluded to, earlier in this list, alongside eliminating the headache of paying salaries, a telephone answering service will help you avoid the challenges associated with hiring, training, and monitoring an in-house team to man your phones, which can often ruin a business.
Your telephone answering provider will come with their own equipment, training, industry knowledge, customer service prowess… The whole package, with nothing required on your side.
It Personalises Your Telephone Customer Service
Like we mentioned, earlier, telephone answering can be extremely time-consuming and stressful. This makes it difficult for in-house receptionists to provide personalised services to your customers.
Outsourced telephone answering professionals know how to use interaction history and recorded calls to figure out clients’ needs more quickly and efficiently. They are also trained to build an emotional connection with clients. All this makes it easy for them to provide personalised services to your customers.
Even better, telephone answering companies take some time to study your business so that they can match you with professionals who know about your business, clients, and your ambitions.
Therefore, you can rest assured that your clients will always enjoy a well-informed and personalised service.
It Boosts Your Company’s Reputation, & Gives an Illusion of Scale
The dynamics of the business world have changed. The modern client only gravitates towards businesses that are well-established and know what they are doing.
A telephone answering service provider helps make your business look bigger than it is, if needed. This will help lend a bit of legitimacy to your brand’s name and voice, making it easy for clients to trust you.
It will also help you maintain your professional image. As we mentioned, telephone answering professionals are trained to handle all customers with professionalism, every time.
You can, therefore, be assured that they’ll maintain and improve the image and reputation that you’ve created.
It Maintains Exceptional & Consistent Customer Service
Telephone answering companies only hire certified, experienced, and disciplined professionals. Also, they take the time to learn about what you do, who your clients are, and what they want.
This enables them to match you with the phone answering receptionist who’s enthused by your business. As a result, your company will provide superior services, consistently.
It Builds Strong Customer Relationships
Your clients are the lifeblood of your business
That’s why it is essential you hire someone who will not only be able to handle your clients enquiries with professionalism, but also create lasting relationships with them, too.
Telephone answering professionals have the skills and experience required to cultivate healthy, reliable, and lifelong relationships, turning your leads into real, loyal customers.
Call Recording, Reporting, & Monitoring Comes Included
Call-recording and monitoring is an important but expensive service to implement in your company.
Hiring a phone answering company makes call recording a viable option. With call-recording, you will know what your customers want, can easily identify trends, patterns, and produce reports, making it easy for you to come up with relevant business strategies, plus it can also help protect you and your business in the event of a dispute.
Unanswered or missed calls cost your business money through lost sales opportunities, and diminish customer satisfaction as a whole. This is where hiring a telephone answering service provider (like e-PA) comes in, which takes incoming calls on your behalf, and can really maximise your contact and productivity thanks to dedicated receptionists who get to know your business and work as part of your team.
Take e-PA’s industry-leading telephone answering service for a spin, ABSOLUTELY FREE, for a trial period, and see just what over 20 years experience, and millions of calls handled, can do for you and your business, today!
Learn more about the art of delegation: Read our blog post here!
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