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Achieve Winning Business Communications: Play One
Anser • Mar 30, 2020
PLAY #1:
Determine the best VALUE
for your company.
General managers and head coaches compare and evaluate the abilities of players, the success of new plays, and the benefits of new training techniques to determine which ones work best for their team. In other words, who or what will bring a greater VALUE
to their teams to achieve their goal of winning a championship?
Your business operates in much the same manner when determining the best answering service partner to achieve a profitable relationship. Most reputable answering services have many of the same features, but having more features does not necessarily bring VALUE.
First, your team must decide how can the answering service make life easier and better for your employees and your callers? Here are a few basic questions to determine your needs.
- Are employees becoming frustrated with handling non-essential calls?
- Can employee morale and engagement improve with more personal time?
- Can you free up employees’ work time to focus on more profitable activities for your company?
- Do you need assistance to better serve your customers and new callers?
- Are you missing phone calls during business hours or after hours?
- Are you responding to email and social media requests in a timely manner?
- Will having a professionally educated and caring team available 24/7 build and increase trust with your customer base?
- What complaints are your customers expressing?
- Are you losing customers because of lack of response?
- Are you following up with customers for satisfaction or possible reorders?
The answers to these basic questions provide you with an excellent starting point to determine the VALUE
you need from any answering service. Use your answers to focus on what your potential answering service partner can do to meet and exceed these needs. In addition, here are some basic points to help determine the VALUE
an answering service can provide.
- Learn about the education process for phone agents.
- What is the starting time for new agents?
- What is the ongoing education process?
- Do you have specific education related to the industry?
- Visit at an unannounced time or have a live virtual tour.
- Does it seem properly staffed?
- Does everyone have a happy demeanor?
- Does the center seem clean, organized, and well managed?
- Make test calls at random times.
- Do agents sound professional and engaged?
- Was the call answered promptly?
These few simple tasks can provide you with peace of mind that you are choosing the best answering service partner to bring the greatest VALUE to your company. If your company uses this practice plan to find the best partner, you will receive the VALUEyou need during game time—when your customers are calling.
Play #2 will be discussed next week to help determine the best TYPE of communications partner.
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For the 17 th time, AnSer Answering Services has been honored with the exclusive 2023 Award of Excellence. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call center services including telephone answering and message delivery. AnSer was presented the award recently at the CAM-X 59 th Annual Convention and Trade Show in Calgary, Alberta. Independent judges are contracted by CAM-X to evaluate message services over a six-month period. The scoring criteria includes response time, courteousness of rep, accuracy of call, knowledge of account, and overall impression of call. For over 70 years, AnSer has been a leader in the telecommunications industry and is now a 17-time winner of the Platinum Plus Awards which demonstrates AnSer’s quality service to its customers. If you would like to learn more about AnSer’s services and how they are able to help improve your communications with your current customers and potential new customers, call any time and ask for Byron at (920) 490-7700.
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AnSer Answering Services for the second time in the past three years has ranked in the annual INC 5000 fastest-growing private companies list. AnSer is part of Message Network, Inc. headquartered in Green Bay, WI, but AnSer is operating a total of 18 call centers with live telephone agents from coast to coast in the United States. For over 70 years, AnSer has been a leader in the telecommunications industry and is currently the #1 ranked call center in North America by the industry’s two largest associations. President Allan Fromm commenting on the many recent achievements of AnSer said, “I am very proud of our entire team working towards our company goal of providing a friendly, professional customer service experience. Our recent awards and continued growth are a testament to our team’s commitment, and we appreciate the recognition from third parties.” If you would like to learn more about AnSer’s services and how they are able to help improve your communications with your current customers and potential new customers, call any time and ask for Byron at (920) 490-7700 .
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