How to Increase Customer Base Through Business Answering Service

Written By: clarke - Mar? 01?12

With the popularity of the ecommerce sites, the telephone answering service has become an important tool for business success and profitability. Due to the increase of global market, online businesses acquired the responsibility to provide customer service for 24/7 in order to provide service to customers or answer their queries. However, this could be expensive since companies would hire staff round the clock that is why most of them obtained business answering service. Most ecommerce sites employ online communications such as voicemails yet lots of them still recognize the importance of communicating live with their customers. Surely a customer would rather talk with a live customer support than an automated machine.

The answering service or call centers are often outsourced by businesses for money savings. Many companies nowadays choose to get business answering service to speak with their customers since these customer support are created of highly trained staff on technology, insurance, finance or product information. Call centers provide ample training to their agents so as to provide effective responses to customers. How can a business get benefits from an answering service. When there are questions or complaints regarding a product or service purchased from the company, a good and effective response to the customer will be beneficial to the business since it means that the company is making an effort to be aware of its clientele.

The impression that the business answering service provides strongly affects success and profitability. The questions are easily handled without waiting time which makes the customer impatient and disagreeable. No doubt the answering service is an effective means of communication between the company and customers in comparison with email or automated responses. 24/7 communication is made possible and important calls are easily responded. All calls are captured even beyond business hours thus making the purchasers feel more valued.

The service is separated and categorized into inbound and outbound calls. Inbound calls are those coming from customers regarding malfunctions, product complaints or information. The outbound calls are created by the agents to potential consumers to generate sales through telemarketing. Problems arise when agents are located in a country where English just isn?t the standard language. Some agents become ineffective in the job when they are not fully equipped to provide the right answers to satisfy the customer. To avoid such scenarios, companies should ensure that the call centers they hire have sufficient product information. The experience a customer would gain would depend upon the agent who gets the call ad whatever the result is, it might ultimately reflect on the company who hired the call center agency.

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Source: http://aregulr.com/2012/03/how-to-increase-customer-base-through-business-answering-service/

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