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The Dangers of Relying on
Automated Answering Services
Live Agent Verses Automated Agent or Voicemail
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Are you relying on an answering machine to take your calls or using an
automated system to route your calls to the correct person? Discover
the dangers of relying on automated answering services and the
consequences of not offering a live voice over the phone.
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“Thank you for calling Rosedale Medical
Center. To help us direct your call, please choose from one of the
following options. For office hours, press 1. To book an appointment,
press 2. To cancel an appointment, press 3. To hear our address….”
You have experienced it many times - the sound of an automated agent
navigating you through a recorded menu of never-ending options.
Unfortunately, you have come to realize that hitting the zero (“0”)
key will not always connect you to a live operator. Instead, you are
likely to receive an error message that automatically returns you to
the beginning of the original menu. By now, you either go through the
automated menu again, or simply hang up.
An automated system can be an effective way to cut costs, but what
kind of message does it send to your callers? Increasingly businesses
are learning that providing live answering services is a better
solution for delivering quality customer service and creating a
positive rapport with their customers.
As a small business owner or budding entrepreneur, making the choice
between cutting costs or increasing quality service can be difficult.
Here are some important factors to consider when making this choice:
First Impressions Count
“You never get a second chance to make a first impression.” We have
all heard this adage before and as a growing business it holds
especially true. Making a positive first impression during first
contact with potential clients is crucial.
Compared to a live answering service, an automated system is more
limited with its structured menus, commands, and voice recordings.
Callers are likely to get impatient and frustrated with an automated
system and this will lead to a weak first impression of your company.
If your callers are not impressed from the get-go, chances are they
will not call you back. In turn, you lose out on potential business.
Implementing live agent support for your business provides you with
the opportunity to build a positive rapport with your customers
through friendly and professional one-on-one communication. In
addition, by using a live answering service, you will receive messages
right away. This means you can promptly follow-up with your customers
and in turn, reinforce the positive image you are trying to create.
Quality Over Cost
The most common sited advantage of automated solutions over live
messaging services is lower cost. However, when focusing too intently
on price, companies sometimes sacrifice something far more valuable –
QUALITY SERVICE.
When customers attempt to contact you, they expect to talk to a live
representative of your company. If they hear an automated operator or
voicemail instead, it is likely your customers will be disappointed
and phone your competition. On the other hand, a live answering
service uses human ability and skill, with a focus on delivering
quality customer service. A real live person can answer calls, take
messages, and transfer calls on a 24/7 basis. Here, the company does
all the work, not the customer - resulting in higher customer service
levels.
Although a lower price is an attractive reason to choose an automated
answering service, you as a business owner will sacrifice quality
service. Unfortunately, poor quality service will cost you more money
over the long term as your sales and professional reputation become
negatively affected.
Return on Investment
Every call that comes into your office is a chance to make a sale or
assist a customer, which in turn helps you grow as a business.
Companies invest money to drive business to their phone line through
print ads, search engines, referral programs, flyers etc.
When using an automated answering solution, it is more likely callers
will hang up without leaving a message than if they were greeted by a
live agent. If potential customers hang up before providing any
contact information, the return on your marketing investment is lost.
With a live answering service you can feel confident that all your
calls will be answered professionally and around-the-clock. You will
reduce your lost call rate and increase the accuracy of your messages.
Most important, you will see a high return on your marketing
investment as you gain more leads and attract more clients.
When in Need
If the availability of your business is crucial during emergency
situations (i.e. medical office, sales professional, company
president) you cannot rely on an automated answering service or
machine to handle your important calls. Even in an emergency
situation, an automated system does not guarantee an immediate
reaction. Live answering services on the other hand, guarantee that
emergency calls will be handled straight away and messages will be
promptly delivered to the correct individual.
Before deciding to use an automated answering service, one must
understand the dangers of relying on such a system. Although it can be
a cost effective option, the limitations and drawbacks with such
solutions can have a detrimental effect on your bottom line. When you
choose a reputable, quality live answering service company, you can
feel confident that you are making the right impression to customers,
providing quality service, spending your money wisely, and not missing
important calls.
2007 © EasyAnswer Call Center
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