Phone transfers are a source of frustration for customers and threaten relationships. The second a caller on hold hears “please hold while I transfer you,” they know they are about to be required to recite data points again, remain on hold for seemingly forever, and potentially have to go through the transfer process again. This shared experience generates a great deal of customer dissatisfaction, with studies indicating that 67% of transferred customers hang up and never call back.
Businesses that miss these chances experience lower customer loyalty and a failure in revenue, too. A quality answering service, such as one from https://www.signpost.com/ offers a strategic approach to managing calls right from the start. Instead of sending callers through a confusing series of departments, trained operators address inquiries on the spot or transfer calls to the appropriate person on the spot. This solution converts the experience of an irritated customer into a satisfying one, and fosters business relationships and optimizes business processes.
How Live Answering Avoids Call Transfers
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Trained Reception Staff
A specialized professional who is trained to answer all kinds of customers’ queries is hired by live answering services. These seasoned professionals, as opposed to part-time receptionists or rotating staff members, become familiar with facets of your business, your products, services, and how things run. They can address routine questions right away, without needing to transfer callers to other departments. When you need an extra pair of hands, you know exactly whose hands are best for what kind of work, banishing the hellish “let me transfer you to someone who might help” routine that customers hate.
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Detailed Call Screening
One of the biggest benefits of having professional answering services is that your calls actually get screened before they are routed. Essential information is taken ahead of time by operators who document the individual’s need, meaning a caller should only have to tell their story once. 72% of customers report having to explain to multiple agents is a large point of frustration in the customer service study. With transparent screening, such a common complaint goes away because information is carried with the caller.
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Direct Access to Information
Good answering services can be networked into your business systems or databases, leaving operators only a simple mouse click away from data compilation that would otherwise need a transfer. Operators can read this information directly from the appointment schedule to see from appointment scheduling to order status updates or account information. This ability helps to minimize transfers and gives callers resolution times.
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After-Hours Problem Solving
With a live answering service, you can ensure you are never without that support when your team is not in the office. Instead of having to leave a message or call to speak to someone in business hours, trained operators are able to manage some issues on the spot and direct emergency issues to the on-call crew in a more thoughtful way than transferring the call without consulting the recipient.
Take Help of Live Answering For Your Business
By having a live answering service, you will see instant gains in customer satisfaction and more efficient operations. Businesses can begin with a simple package that allows overflow calls during busy times or after hours, and move up from there. The service is able to grow along with call volumes, making it suitable for businesses of any size.
Many providers also give you the keys to the kingdom. Nothing is set in stone, meaning scripts, methods, and protocols will be customized based on your own brand voice and business process. The impact is felt almost immediately through the acceleration of customer retention, higher first call resolution rates, and decreased strain on internal personnel. Don’t be afraid to try out a few of the services with demos to see which fits your exact business needs and customer communication styles the best.
