When it comes to your business, you can’t afford to take any chances. This is especially true with customer service—the most important aspect of your company’s reputation. If the experience is bad, it can be very hard to win customers back.
Many businesses make the mistake of working with a subpar answering service. And what’s even worse is that these businesses won’t realize it until it’s too late. A bad answering service can ruin your business reputation in a hurry—making it hard for you to attract new customers and keep the ones you have.
So how do you avoid making this mistake? It’s pretty simple. Do your research before choosing an answering service company.
Here are some tips to help you find the right answering service for your business.
Look for Reviews
A great way to find a good solid answering service is to look for reviews online. Sites like Yelp, Google and Business.com reviews can be helpful in finding unbiased reviews of the different services. Be sure to read the reviews carefully and consider the reviewer’s needs and expectations. Reviews don’t have to be perfect either. If a business has been around long enough, they’re bound to have a few hiccups. But that’s okay. You’re looking for chronic behavior patterns such as lots of customer complaints and poor customer service patterns.
When you’re interviewing potential answering services, be sure to ask lots of questions. This will help you decide if the service is a good fit for your business. Remember, not all answering services are created equal.
Some questions to ask include:
- What type of messages do you take?
- Can I create my own protocol?
- How quickly do you respond?
- Do you place previously answered calls on hold to answer other calls?
- What is your cancellation policy?
- Am I locked into a long-term contract?
- Do you outsource any calls or operators?
- Are all of your calls recorded?
- Do you offer after-hours (weekend/holiday) support?
- What type of training do your employees receive?
- How long, on average, are your operators with the company?
- Do you do background checks on all your employees?
- Are your operators trained to be courteous and friendly?
Consider your needs too
What type of calls do you need answered? What hours do you need coverage for? Make sure the answering service can provide the coverage and type of service you need.
Trust your gut
Ultimately, you’ll need to trust your gut when choosing the right answering service for your business. If something does not feel right, it probably isn’t the right service for you.
You worked hard to build your business so do not take any chances. If you want to ensure a high level of customer service and brand reputation, the tips that we outline in this article should give you a good place to start.
Find out more about PCMSI.
Our Answering Service is affordable, reliable, and completely customizable. We have been serving our clients and their callers locally, nationally, and internationally for over 60 Years! We look forward to the opportunity to partner with you. Visit us at pcmsi.com or call us anytime at 888-776-2661.