A telephone answering service should serve as a seamless extension of your business, ensuring no call goes unanswered and every customer feels valued.
However, not all service providers are created equal. Choosing the right one requires careful consideration to ensure they can meet your business’s unique needs and expectations.
To explain more, Bizik, the UK’s most trusted telephone answering service, has a handy guide to the seven key things you should look for to find the best provider.
1. Industry experience and reputation
The provider’s reputation is highly aligned with its ability to deliver quality service. Look for a company with a proven track record in your industry or extensive experience across various sectors.
Also, look for a provider that uses receptionists with many years of experience in customer service. They will be better positioned to handle complex customer enquiries.
Check online reviews, client testimonials, and case studies. Don’t hesitate to ask for references to validate what they claim to provide.
2. Range of services offered
Telephone answering services usually do more than basic call answering and transferring alone. Many come with additional services, for example:
- Multi-channel support through email and live chat
- Scheduling appointments and managing calendars
- Processing orders and handling sales calls
- Reporting key metrics like Average Resolution Time
- Taking calls out of hours and on weekends
- Handling calls with multi-lingual receptionists
Your provider does not necessarily have to provide all these features, but just the ones your business will find most beneficial. This will help ensure you get the best return on your investment.
3. Customisability and personalisation
Your telephone answering service provider should act as an extension of your business, and callers shouldn’t be able to tell that the service is outsourced. This requires the service to follow specific, personalised instructions to ensure it represents your brand accurately.
Check if the provider allows you to provide scripts tailored to your brand’s tone and messaging so calls can be answered however you wish. If needed, see if they can accommodate unique instructions for different types of callers, like long-term customers versus those just discovering your business.
A personalised approach ensures that your customers receive a consistent branded experience.
4. Response times and availability
One of the main reasons businesses opt for a telephone answering service is to ensure no call goes unanswered. So, assess how each provider performs in terms of responsiveness and availability.
Ask for metrics like their average call response time and average resolution time. Also, check if they can guarantee 24/7/365 availability (if you require this) and how they handle high call volumes efficiently during peak times.
Fast response times and constant availability can significantly enhance customer satisfaction and your business’s reputation.
5. Cost transparency
Understanding the provider’s pricing will help you find the service offering the best value for money. It will also help you avoid unexpected costs and ensure the service fits your budget. Here are the three main pricing models to look out for.
- Per-call: a flat fee for every inbound call
- Per-minute: a flat fee per minute of inbound customer calls, usually rounded up to the nearest minute
- Flat monthly rate: a consistent fee regardless of call volume
Ensure the provider is transparent about the pricing and has no hidden fees before signing up.
6. Trial period or demo availability
Before committing to a long-term contract, testing the provider’s services to ensure they meet your expectations can be helpful. Many providers offer trial periods or demos as part of their onboarding process.
This will help you assess the quality of service firsthand using any customer feedback you receive during this time. You could also use trials to test a few different providers and compare them against each other to see which is best.
This allows you to make an informed decision with minimal risk.
7. Dedicated account manager
Having a dedicated account manager as your point of contact at a telephone answering service will likely improve your experience.
This person is responsible for ensuring you are satisfied with your service and acting on any feedback you may have. They will also proactively check-in to provide updates, share performance insights, and suggest improvements.
Should any issues arise, having a dedicated account manager means you’ll have a go-to person who can address concerns quickly and effectively.
How Bizik can meet your business’s call answering needs
Selecting the ideal telephone answering service provider can greatly impact your business’s operations and customers’ satisfaction levels. So don’t settle for less than the best.
Why not try Bizik, the UK’s leading telephone answering specialist? Their 24/7 service ensures that every call is answered with consistent, high-quality care by expert customer service receptionists.
Plus, their transparent pricing means you only pay per second of customer calls you receive, and there’s no rounding up to the nearest minute, ensuring you receive the best value for money available on the market.
Get in touch to see how they can serve you, or try a seven-day free trial today.
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