Retaining customers can be difficult for companies that want to focus on customer service but need to concentrate their efforts on performing technical services and required tasks. Some business managers find it easier and more cost effective to outsource call center services to professionals in a different location.
1. Job Focus
Outsourcing call center services allows personnel in management positions to perform their jobs without concern over sales and service. They can focus on what they do best regarding technical knowhow and product creation, which helps to retain customers when their services are needed again in the future.
New employees for outsourcing will have to be trained properly on the nuances of the firm. This means that personnel will have no bad habits or question their purpose. They already know what it is and are there to serve.
3. Payroll and Employee Management
An outsourced service handles its own payroll and billing. As a result, clerks in the business office can concentrate on payroll for in-house personnel and other billing services, such as accounts payable and receivable. For business owners that do their own books, this is a considerable time-saver.
4. Reduced Operating Costs
Outsourcing a customer service center to an off-site location requires less office space for operations. This lowers overhead in the form of electricity, parking, water consumption and security. It also reduces the number of computers and office workstations needed for staff.
5. Good Customer Service
When a call center is taking care of customer care, customers have immediate access to a person and receive individualized attention from someone who is there to listen to their product or service concerns and help to remedy the situation immediately.
A lot has changed since 1938, when AmeriCall was born. We have grown from a small company that provided telephone answering services to the company we are today, a leader in professional call center and answering services on the cutting edge of technology.
Some notable tidbits from 1938:
- President Franklin D. Roosevelt was in office.
- A loaf of bread cost 9 cents.
- Gas was 10 cents per gallon.
- Nestle Crunch and Hershey Krackel candy bars were born.
- Kate Smith sang God Bless America on the radio for the first time.
(source: www.the peoplehistory.com)
We offer virtual services for our customers through our outbound and inbound call centers, online chat support, market research and order taking, to name a few. Computer technology and the Internet have revolutionized communications worldwide, which has opened up a whole new avenue for companies dedicated to sales and services.
One thing that hasn’t changed at AmeriCall is our interest in providing the best customer service experience for our clients and, in turn, their customers. We believe that a large part of our success is due to our employees. We choose them carefully and train them well. We also focus on creating a fulfilling and rewarding work environment for our workforce so that they are empowered to provide courteous and professional communications, from our help desk support to phone order taking to our medical answering services.
The last 75 years have flown for AmeriCall, and we are very excited to be celebrating our anniversary. We would like to take this opportunity to thank our clients and the community for their past, present and future support.
There can be only one first impression. A company’s receptionist is on the front lines, creating that first impression for everyone who calls the company’s phone number. This can be a challenge for businesses that don’t have an office staff or don’t have an office large enough to merit having an in-house receptionist to provide telephone answering services. There are many situations where having a receptionist to answer the phones is simply impractical, but not having one can cause companies to lose clients at their first impression. One solution to this perplexing situation is to hire a remote receptionist. The key advantage is that customers can have a positive experience when they call an office and won’t feel like they are talking to a machine or being ignored completely.
There are many different types of businesses where an in-house receptionist is impractical, but a remote telephone answering service works well.
- Web-based services and e-commerce sites that receive few calls and may not even have a formal office location.
- In companies that are run from a person’s home, it would be awkward to have a receptionist working there.
- Business owners are so busy doing what they do best — running the company – that they may not have time to answer the phone, too.
- Catalog companies may need more than one available voice to field orders, complaints and requests.
- Businesses who want to improve their customer service experience.
- Companies with 24-hour service in a specific niche, like doctors, law firms and service repair companies.
Having a remote receptionist is a practical solution for all of those situations. Consider other scenarios where potential clients might be concerned or surprised when a non-receptionist answers the phone. The president of the company, for example, should not be the first point of contact unless there’s some sort of emergency. Employees who are wonderful at their jobs may not be wonderful at answering the phone and talking to clients with a professional tone.
Choosing a live answering service to handle these duties is one way to ensure that clients are receiving proper customer service. As a result, they are not lost at the first impression.