Managing customer support is probably one of the toughest challenges for any business, regardless of factors like size, domain, and industry. Small and midsize businesses often have to toil harder because of constrained resources. If your company is having a tough time managing customer calls, a live answering service could be a great option. Unfortunately, there are also numerous myths surrounding outsourcing. In this guide, Find out more about some of these misconceptions.
It’s as Good as Voicemail
Voicemail can only record messages when your team isn’t around to take calls. The truth is most customers don’t care to leave a message. They will immediately move to the next available service or business, and that only means your company will lose revenue opportunities. Live answering services are different – Here, live agents answer calls in real-time, respond to callers, and follow a detailed script. Your extended team of agents can schedule appointments and even escalate calls as required, unlike voicemail.
Only Big Companies Can Afford These Services
It’s a common myth that only big companies can afford and need live answering services. That’s not entirely true. Companies that have resources will rather scale their team as and when required. Small businesses, on the other hand, lack funds and cannot afford to hire more people. As such, live agents are more valuable to them. Providers now offer services specifically for these companies.
Live Agents Cannot Represent My Business
Contrary to popular opinion, remote receptionists don’t randomly answer calls for other businesses. Instead, providers take time to know the client, use custom scripts and greetings to train agents, and follow detailed protocols. There is little to no chance that your customers will know that it is not your business.
Services are Generic
Again, that’s a misconception. Most of the top-rated answering services focus on specific domains. Some work directly with service businesses, such as roofers, plumbers, law firms, and real estate, while others focus on bigger companies and their offerings. No matter how complex your call flows are or if your business uses specialized terminology, the right answering service can integrate easily.
Outsourcing Means Losing Control
Eventually, you are outsourcing customer support to a remote team of receptionists to ensure better service. The live agents will follow your business needs and adhere to the scripts and responses shared. There is also regular reporting to ensure agents go through continuous training for improvements.
Remote Live Answering Services Will Replace Existing Staff
Again, that’s false. While live agents are great for handling routine calls, they will also route and escalate a call if someone needs more assistance. There are standard protocols for escalation, and your business can decide what calls must be forwarded to your team. Your staff doesn’t have to deal with everything and can focus on more critical customers.
Onboarding is Complex
Not true! Many providers ensure easy and fast onboarding within a day or two, and live agents can start handling calls immediately. You may need to work on the basic details to support the extended team, but the setup doesn’t take much time or effort. You can even integrate such services with your existing CRM tools, which will ensure data is always accessible for your team.
Final word
If your business has been missing customer calls or is getting complaints about poor response time, it is time to outsource to a live answering service. Take the time to evaluate all options and ask the provider about their agents and location. Also, it is a good idea to try the selected service for a month to gauge responses and find areas for improvement. Your customers and in-house staff will thank you!