Importance of 24/7 Call Answering Service

Posted by ICCS BPO on Saturday 8th of August 2020

Business owners need to be available round-the-clock to respond to customer calls/queries. If businesses avail call answering service from established vendors, the chances of delivering impeccable solutions all day and night are likely to increase. Here are the top 4 reasons why 24/7 call answering service is essential for businesses:

1. Flawless call handling 

Ensuring seamless call handling isn’t possible, until you have indispensable resources and vast industrial experience. Call center support agents have amazing speaking & listening skills, which are imperative to ensure a meaningful dialogue with customers by using well-written scripts, speech training programs(to tackle high speech rate, different accent, etc),repository of resolutions to agents by providing customers with stupendous customer service experience.

2. Ramp up/ramp down of resources

Bringing excess resources at the disposal leads to hampered business, while a lack of resources guarantees the delivery of inferior support service. Here, if your business is covered by a well-known call answering service provider, you are likely to witness smooth customer service operations as they can easily scale up or down their resources in accordance with the situation.

3. Attention to core competencies

Well, if you are running a business, you must be good at managing your time. This is so because if you dedicate your precious time to one thing, other crucial ones may suffer, and this isn’t good for your company’s growth. In general, SMEs fail to give proper attention to core competencies because they carry the responsibility of non-core business functions on their shoulders.

Besides struggling while attaining business objectives, they face a hard time while handling customer calls. Whenever they miss a call to respond, their brand image has to take a lot of heat. Plus, both call abandonment and customer turnover rate share a directly proportional relationship with each other.

To keep the fate of their business in their own hands, multinationals tie-up with established call answering service providers. Thanks to this sagacious move, they find themselves able to give undivided attention to core competencies without losing invaluable customer loyalty.

Renowned call answering service providers make sure every customer call ends on a positive note and as per set SLs (service levels) so that their clients don’t have to worry about anything. This ends up in long-lasting client relationships, consequently.

4. Sky-high customer satisfaction

High customer satisfaction is what you should be aiming for if you are running a business. This is significant because if customers are gratified with your products and services, they are likely to continue association with your brand. It, needless to mention, buttressed customer base paves the way for astounding business growth.

At one point in time, furthermore, happy and loyal customers turn into brand promoters, which as a repercussion, makes the customer acquisition process easier. It’s a no brainer that the business will progress with the expansion of the customer base.

Now, the most important question that you may already be asking to yourself is ‘How to take the CSAT score to the next level while rendering customer service.’ Answering customer calls with perfection is what needs to be done.

After placing a call to the company with regard to support service, customers want to describe issues first so that inimitable solutions can be delivered from the other end. On the off chance that customers are interrupted while speaking, they may feel disvalued, which consequently, ends up in the poor support experience. You shouldn’t be surprised by knowing this because unnecessary interruptions always have a negative impact on the effectiveness of the call, and that dwindle the CSAT score significantly.

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