Mastering the Art of Working with a Professional Answering Service: The Do’s and Don’ts

In today’s fast-paced business environment, customer service has never been more important. Businesses of all types and sizes know the value of always being accessible to their customers. This is where professional answering services come into play.

Why Hire a Professional Answering Service?

A professional answering service is a third-party company that manages calls and inquiries on behalf of your business. They ensure that no call goes unanswered, even outside of regular business hours. By hiring professionals with experience in various industries, these services can provide top-notch customer service tailored to your specific needs.

The benefits of a professional answering service are vast. It can lead to increased customer satisfaction, as customers appreciate prompt responses to their inquiries. This enhances customer retention and can even lead to more referrals. However, to reap these benefits, it’s crucial to know how to work effectively with a professional answering service.

The Do’s of Working with a Professional Answering Service

  1. Provide clear Instructions: When you hire an answering service, provide clear and concise instructions about how you want your calls handled. Be specific about your needs, whether it’s appointment scheduling, order-taking, or customer support.
  2. “Embrace Industry Terminology: While it’s true that industry jargon can sometimes seem confusing to outsiders, those within a  specific industry often find it more effective and concise. Therefore, when providing directives to an answering service familiar with your industry, feel free to use industry-specific language. This can ensure that your requirements are understood more accurately, as long as you’re confident they are versed in the terminology.”
  3. Regularly Communicate: Maintain regular communication with your answering service. Provide them with updates about any changes in your business that might affect how they handle your calls.
  4. Provide Training if possible: If your business has specific protocols or software, provide training to the answering service. This will ensure they can handle your calls effectively and professionally.
  5. Monitor Performance: Regularly review the performance of the answering service. This will help you identify areas of improvement and ensure the service is meeting your expectations.

The Don’ts of Working with a Professional Answering Service

  1. Don’t Assume They Know Your Business: While professional answering services have experience in various industries, don’t assume they know everything about your business. Take the time to explain your business and its unique needs.
  2. Don’t Forget to Update Them: If there are changes in your business, such as new products or services, make sure to update the answering service. This will ensure they provide accurate information to your customers.
  3. Don’t Neglect Feedback: If you receive customer feedback about the answering service, don’t ignore it. Use this feedback to improve the service and enhance customer satisfaction.
  4. Don’t Ignore Their Expertise: Professional answering services often have years of experience and have worked with many different businesses. Don’t ignore their advice or suggestions, as they can often provide valuable insights.
  5. Don’t Set Unrealistic Expectations: It’s important to have clear expectations but don’t set them unreasonably high. Remember, answering service operators are human and may occasionally make mistakes. Be patient and understanding. But make sure to let them know if there are any areas for improvement.
  6. Don’t Choose Based on Price Alone: While cost is an important factor, don’t choose an answering service solely based on price. Consider factors such as their reputation, quality of service, and capabilities to ensure you’re getting the best value for your money.

In conclusion, effectively collaborating with a professional answering service requires clear communication, regular monitoring, and continuous feedback. With these do’s and don’ts in mind, you can ensure that your professional answering service acts as an extension of your business, providing top-quality service that boosts customer satisfaction, retention, and referrals. And remember, the right professional answering service can be a game-changer for your business, allowing you to focus on growth while they handle your calls with the utmost professionalism.

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.

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