A designated secretary can handle phone calls by herself but at one point, the whole office will benefit from a business phone answering service. As your business grows, clients will be calling at off-peak hours or during times when no one is available to answer. There are office hours that clients should respect but it would boost your business if your client knows that you have a customer service line that's reachable anytime. This will boost sales and productivity, two must-haves in business. These services are necessary in handling the endless calls that come in at unpredictable times of the day, and even at night.
A business phone answering service is more personal than a voice mail or pre-recorded voice because the needs of the customers are addressed directly and immediately. A phone call can be redirected to a business phone answering service line if no one picks up your office line. The phone answering provider will then receive the messages given by your customer and forward them to you when you are available. In essence, it acts as a secretary when you are not available. A business phone answering service with bilingual representatives is a plus, especially if your product caters to multiple nationalities. After-hours answering services are also a plus if you can afford it and if your business is growing big. If your customers come from different parts of the world, your clients will be calling in at different times. Nothing is worse than being greeted by a non-responsive, pre-recorded message.
Business phone systems for bigger companies offer inbound sales call services that are designed to educate your customers of your latest product offerings that may complement the services that they are using. Good answering services providers will train their representatives to comprehensively explain your product offerings and answer any questions that your customers may throw along the way.
The gauge of an excellent business phone system is its willingness to match your mindset of being "customer-oriented", or even exceed it. They must be able to provide your services, as if it was really your company that was providing the service at that time. Your customer must not feel that your phone system is handled by another party. The provider's representatives must be courteous, polite, and patient with your customer's inquiries and needs.
A business answering service is an investment but it must not burden you with its heavy costs. Choose a provider that offers you many packages that you can choose from. It would be better if the business phone answering service can customize your package so you can do away with services that you don't need. The provider must be patient enough to learn your system and the way you want your customers to be handled. They must not impose on you. If they find better ways of addressing their customers, they should bring it up immediately. Constant communication with your provider is very essential in improving your phone system. Nowadays, telecommunication etiquette can make or break your sales and productivity.
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