In the quest to cut costs, many small business owners turn to cheap answering services. While this might seem like a sound financial decision at first, the reality is that these services can often do more harm than good to your business. In this two-part series, we will discuss the hidden costs of cheap answering services and how they can affect your business in ways you may not have considered.
Poor Customer Service
One of the most significant hidden costs of using a cheap answering service is poor customer service. These services often employ call center agents who are inexperienced or poorly trained, resulting in a lackluster customer experience for your clients. This can lead to frustrated customers, negative reviews, and ultimately lost business.
Missed Opportunities
Cheap answering services may also result in missed opportunities for your business. To provide effective customer service, agents need a thorough understanding of your company’s products and services. Missed sales or upselling chances because of this can seriously affect your financial performance.
Lack of Personalization
One overlooked drawback of opting for inexpensive answering services is the absence of personalization. These services often use scripts and pre-recorded messages, making it difficult for customers to feel like they are speaking with a real person. This impersonal approach can make customers feel undervalued and unimportant, leading to a negative perception of your business.
Low Employee Wages
A common way these services save money is by paying their employees lower wages. Underpaying employees can lower their motivation and commitment to providing excellent service. This often results in subpar interactions with your customers, reflecting poorly on your business.
Lack of Proper Training
Training is crucial for any customer-facing role, yet cheap answering services often skimp on this aspect. Without proper training, employees may struggle to handle customer inquiries effectively, leading to increased frustration and dissatisfaction.
Inferior Equipment
The technology used by answering services plays a significant role in how well they can serve your customers. Unfortunately, low-cost services frequently rely on outdated or inferior equipment, resulting in poor call quality and connectivity issues. This can create a frustrating experience for both your customers and your business.
Rude and Unprofessional Conduct
A direct consequence of inadequate training and poor working conditions is that employees may come across as rude or unprofessional on calls. This can tarnish your business’s reputation and drive potential clients away.
High Employee Turnover
Cheap answering services often experience high employee churn. With frequent employee turnover, it becomes difficult to maintain consistency and quality in customer service. This inconsistency can lead to your clients feeling undervalued and neglected.
Opting for a cheap answering service may save your business money in the short term, but it can also harm your reputation and customer satisfaction in the long run. In the next part of this series, we will explore how a quality answering service like PCMSI can address these issues and offer actual solutions for your business.
For Part 2 click here
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.
