What are the advantages of a call handling service?

There is a long-standing debate on whether or not to outsource various administrative and business operations. Although the idea of growing your company to employ a larger workforce may seem alluring, is it the best choice for you at this point? 

This problem is often encountered in the field of customer service. Small business owners often lack the means to support an internal customer care team, but they still want to make sure their customers are seeing them at their best. Continue reading to find out more about the advantages you can experience if you’re in a similar situation and unsure if a call handling service can be helpful.

Benefits of Call Handling Services

The benefits of outsourcing are many and can vary depending on the kind of business you operate, as anyone who has ever used one will attest. When it comes to call handling, there is something for everyone, even though larger companies might see different benefits than freelancers and smaller companies. Our top 5 benefits of utilising a call handling services are shown below; these are applicable to businesses of all sizes

1. Calls will no longer be missed

When you hire an independent call handling service, you will no longer have to worry about missing incoming calls. At Onwards Answering, we answer around 90% of all calls delivered to us within 15 seconds.  Depending on your preferences, there are numerous methods to handle your inbound calls. You can use the call handling service to take over customer service calls completely or just to cover for you during periods of high demand. A reliable call handling provider will collaborate with you to establish which of the available options is most suitable for your company. This can extend to updating your CRM on your behalf, removing even more of the administrative burden from you and your in-house staff.

2. Boost your reputation 

Customer satisfaction is a powerful asset, and providing exceptional customer service can help you boost your company’s reputation among current and potential clients. When was the last time you personally called a customer support department? Perhaps you wrote a review to tell other customers how friendly and helpful the staff was if everything went smoothly. However, you might have posted a different review to let people know what to expect if it didn’t work out. 

Remember that many aspects of this discussion also take place offline. The probability is that your potential customers will talk about it with friends and family out of habit, even though some people would rather just write reviews if the service was exceptional or poor. It is easy for these recommendations to circulate throughout a community, increasing awareness of your brand and enhancing the customer experience of your company. The next time someone wants something that your company offers, they may be more inclined to contact you after experiencing your excellent call answering service. 

3. Get the greatest deal possible

One approach to make sure you have a good customer service offering is to hire a group of committed customer service representatives to work exclusively for your company. It might not be suitable for your company, though, depending on your specific call answering needs. To determine whether in-house or outsourced call handling is best for you, you must think about what you want to offer. 

A dedicated telephone answering service can not only provide a better service for callers it may also be more cost efficient. For example, you will need to hire temporary workers and invest time in training them each time you need them, or you will need to pay a full salary for a receptionist or for enough staff to cover your phone lines during busy times, like during sale events. Keep in mind that if your staff works from the office, you will probably also have to deal with higher overhead costs to power, heat, and light the office at night. 

As a backup plan, you may hire a call handling service company to support a smaller, easier-to-manage staff during regular business hours. Whether it’s beyond business hours or there are more calls than employees, your outsourced call handling staff will answer any calls that your team is unable to answer. In this manner, you will have extra help when required and avoid having to spend a fortune when not, improving overall productivity.

4. Ensure high-quality customer service

When hiring for your in-house customer service staff, you must take the time to sift through all of the candidates to discover the ones that will truly benefit your company – and if you are an office-based company, as you may be limited to what is available in your immediate area. However, by outsourcing call handling to an external call centre, you will have immediate access to pre-vetted customer support specialists who excel at their jobs. Or colleagues at Onwards Answering have been hired on their ability to deliver exceptional customer service.

5. Have more time to concentrate on other aspects of your business

Everything said above suggests you can save a significant amount of time by outsourcing call handling services. Your team can focus on other tasks, like making your products and services the best they can be if they are not stuck answering phones personally. You will be able to devote more of your time to growing your company, safe in the knowledge that the key function of having your calls answered is being provided by Onwards Answering.

You might want to consider an outsourced call handling service if these advantages seem too excellent to pass up. Find out how your company could succeed with the help of a group of committed customer service professionals like Onwards Answering. Please contact us today!