Handling calls has always been challenging for companies. In the old days, all companies relied on in-house solutions for just about every aspect of their business, including inbound and outbound calls. Over the years, companies have learned to rely on outsourced services for more aspects of their business. Call handling is one service that is increasingly being hired out to other firms. There are many advantages to this approach which are recognised by leading firms. Outsourcing these mundane tasks frees up key employees to handle higher-revenue actions.
Focus on High-Value Actions
Take the example of a solo practitioner. This small company consists of only one employee who specialises in a distinct action. If he’s on the phone with prospects and customers, he cannot handle the high-value tasks that he needs to. He loses money by the very act of handling a call instead of dealing directly with a paying client. This person must outsource to a telephone answering service from Netcall Solutions. To ignore this obvious improvement relegates this person to earning less money than comparable practitioners who are not handling their own calls. The same basic principle applies to larger firms. Most of their employees do not want to spend time on the phone. If they are short with clients, they will not like it. These calls would be better served by a third party. They can turn those calls over to the right people.
Get it Right Every Time
High standards of service are expected by clients. Putting untrained people on the phone is no longer an option. Professionally staffed call centres can eliminate customer service complaints. The staff knows what to say and how to say it. The customers who call in are happier with the experience than if they had to deal with a missed call or a poorly trained employee. Your firm ends up looking better in their eyes, which is always important. There’s no reason to understate how important your image is. Perception is all your potential clients can go by. If you appear disinterested in attracting them as a client, they will just keep looking. Treating calls as if they were not important is a sure way to infuriate people. Since the cost of virtual receptionists is low, there really is no good reason to ever do this.
If you want to succeed in business, you have to do the little things right. The things you’re not good at can be delegated to others. Outsourcing saves money and improves service. This arrangement keeps growing in popularity because it works. You can start out with a basic calling package and then extend it as your needs grow. You won’t be trapped into a long-term contract that makes no sense. This freedom means you’ll focus on what matters. Grow your business rapidly and give people the type of service that keeps them coming back for more. That’s what will help move your firm to the forefront.2015-05-06
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