Increasingly we are living in a 24 hour culture. More people work different shifts and the idea of the 9 to 5 working day is becoming less and less common. This also means that people do not always have time to talk to companies during conventional working hours. Therefore it is worth considering using a 24 hour telephone answering service to help customers whenever they need it.
The first thing to find out is how the staff are trained. Ideally the training will be standardised across the various call centres. You want to be sure that every customer who calls you will get the same level of service and will receive the level of attention that they should be entitled to regardless of the time they call.
This means more than simply learning a script. The best centres will offer a regular training program in order to keep people aware of what they need to and able to adapt. As well as national level training programs there are also regional equivalents.
However in some cases there may be issues that are particular to a local area. For example some products may be more popular in certain areas. Therefore there may be special offers that you may be able to promote to customers who may not necessarily be aware of those special offers.
It should be noted that there are certain times where you may need more people. For example you may be introducing a special one off discount or a special event. It is important to find out how much notice the centre requires in order to get the right levels of staff in to deal with the additional volumes of calls that they are likely to receive.
You also need to be sure that they have the right certification. This should assure you that they adhere to all local rules and regulations. Ideally they should also be able to show they have attainment awards to prove that they have achieved excellence in customer service and that the quality of their work has been independently recognised.
You also need to find out what they would do in the event of an emergency. Ideally they will have some kind of back up power to deal with any loss of power. Equally they should have some kind of disaster recovery plan if the centre is flooded or any other equivalent disaster.
You can find a number of 24 hour telephone answering service companies online. It helps to compare at least three in order to find out what they have to offer and to get a breakdown of the costs involved. You should also check for feedback and customer reviews online to find the appropriate company to suit your needs.
The first thing to find out is how the staff are trained. Ideally the training will be standardised across the various call centres. You want to be sure that every customer who calls you will get the same level of service and will receive the level of attention that they should be entitled to regardless of the time they call.
This means more than simply learning a script. The best centres will offer a regular training program in order to keep people aware of what they need to and able to adapt. As well as national level training programs there are also regional equivalents.
However in some cases there may be issues that are particular to a local area. For example some products may be more popular in certain areas. Therefore there may be special offers that you may be able to promote to customers who may not necessarily be aware of those special offers.
It should be noted that there are certain times where you may need more people. For example you may be introducing a special one off discount or a special event. It is important to find out how much notice the centre requires in order to get the right levels of staff in to deal with the additional volumes of calls that they are likely to receive.
You also need to be sure that they have the right certification. This should assure you that they adhere to all local rules and regulations. Ideally they should also be able to show they have attainment awards to prove that they have achieved excellence in customer service and that the quality of their work has been independently recognised.
You also need to find out what they would do in the event of an emergency. Ideally they will have some kind of back up power to deal with any loss of power. Equally they should have some kind of disaster recovery plan if the centre is flooded or any other equivalent disaster.
You can find a number of 24 hour telephone answering service companies online. It helps to compare at least three in order to find out what they have to offer and to get a breakdown of the costs involved. You should also check for feedback and customer reviews online to find the appropriate company to suit your needs.
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