Finding an answering service is easy. Finding a really great one is hard. Though some answering services tout their people as their key for success and others talk about their technology, the best answering services have both. When you start with the best operators and support them with advanced tools, you end up with a winning combination that produces outstanding outcomes and excellent customer experiences (CX).
Most every answering service talks about how great their phone operators are. It’s nice they have so much confidence in their employees. But what if it’s misplaced? What if their “great” staff isn’t that great? Then their clients suffer the consequences. That means you and your business.
So how can you know if an answering service has professional staff? Don’t rely on what they tell you or what their website claims. The first consideration is to carefully study how you’re treated when you call them. They’re likely doing their very best to impress you when you call to inquire about their services. That means you’re getting the best staff in ideal conditions, something that may not happen once you sign up for their service.
An even better measure is an independent, third-party quality evaluation, such as the Award of Excellence. An answering service that has won the award of excellence has proven the quality of their staff and the professionalism of their services. When an independent evaluator can attest that an answering service’s quality is good, this is something you can depend on.
Starting with great staff that offers professional service is the first step, but it’s not the only criteria. Leading answering services invest huge amounts of money in providing advanced technology to support their professional operator staff. Yes, superior employees can sometimes get by without technology backing them, but it requires much more effort and is hard to provide consistent results.
What does this advanced technology provide? Some tools work behind the scenes to help answering service operators do their jobs better, more accurately, and with greater efficiency. Other elements of advanced technology allow you, their client, to interact with them more effectively and obtain information about your account with greater ease.
Excellent Customer Experience
When you pair professional operators with advanced tools, the outcome is excellent customer experiences. This goes beyond quality service, taking excellence to a higher level—one that provides memorable customer experiences.
And memorable customer experiences are what today’s discerning consumers want. It’s also increasingly what they expect. If you want to keep your customers, you better deliver excellent customer experiences. And that starts with an answering service that has the people and the technology to deliver excellence.
If delighting your customers and callers is important to you, you need an answering service that shares this ideal. Select an answering service that has professional operators who are backed by advanced technology. This establishes the framework for them to provide memorable customer experiences to your callers.
Professional Staff Plus Advanced Technology Equals Excellent Customer Experiences
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