Deciding if your business needs a virtual answering service might not be a difficult choice but choosing a call center to provide your needed services sure can be! That is why Always Answer wanted to bring you our handy list of the 6 signs you should be looking for when hiring a virtual answering service.
It seems every company says they will serve you and your clients the best, but make sure you are asking the right questions and looking for the true signs of a great answering and call company.
6 Things to Look for When Hiring a Virtual Answering Service
Look for Call Recording for Confidence in Your New Virtual Receptionist Service
This is one of the first things we urge our clients or potential clients to look for when searching out their virtual answering service provider – make sure they provide call recording.
This isn’t because you want to listen in and spy on your customers and their calls, but rather, because you want to make sure that your virtual answering service or live receptionist is doing their job and doing it well.
Hopefully, you’ll never have a disgruntled customer accusing your virtual receptionist of being rude or wrong, but if that ever happens – call recording will save the day and stop the conversation from becoming a second-hand argument.
If you are wondering what call recording even is, check out the detailed and informative guide from Business Systems UK – What Is Call Recording, or learn more on our website.
Look for a Detailed, Comprehensive, & Smooth Start-of-Services Plan for Any Call Answering Services
Same-day activation might seem like a nice feature, right? But is it?
The truth about ‘same-day activation of services’ is that it allows the answering service or virtual receptionist no time to learn about your company, the industry, or what makes your brand unique.
Sure, you have someone answering your phones right away – but what quality of service are they providing if they know nothing about your business?
Instead, make sure the call or answering company you choose has a comprehensive startup plan so that they are well-organized and prepared to answer questions, direct your customers, or seamlessly and politely provide other services to each and every caller they get – from the very beginning.
Look for Quality in Customer Service Through Reviews, Online Directories or Phone Calls
Speaking of quality, don’t just take the company’s word when they say they offer great virtual phone services or virtual receptionist services, but instead check up on their claims and do your research.
What do their reviews, along with their current and past customers say? What is their reputation? And how do they treat you when you call, meet with them, or need clarification?
You should assume that they will treat you even better than they’ll treat your customers – so if you aren’t fully satisfied, then walk away and find someone who will treat you and your callers the way you would treat them.
Look for Experience in Your Industry (& in Theirs)
Choosing a telephone answering service that just began can be risky, as they might not know all the pitfalls of the industry and might not be prepared for power outages, busy times, or specific questions or scenarios.
Instead, look for a virtual answering service with some history, so you know they have the experience in call answering that your customers deserve. A call answering service is only as good as their history says they are.
Additionally, look for a virtual answering company that has experience in your specific industry. For example, Always Answer has experience working within advertising agencies, catalog merchandise, government agencies, insurance, law firms, property management, healthcare, service companies, the technology sector, transportation, and many more.
Look for Customization & Personalization for Your Small Business & Needs
Regardless of what service you are looking for, you should always be on the look-out for the ability to adapt, customize, and personalize as your needs and your business might change in the future. Make sure the company you give your business to is willing to work just as hard at keeping you satisfied as you are to keep your own customers happy.
Whether they offer virtual receptionist services, emergency dispatch services, appointment confirmation or employee screening services, make sure they are willing to adapt to you – and don’t expect you to adapt to them.
Look for Special Features Like Appointment Scheduling & Bilingual Agents
Features and additional services are just one of the ways that Always Answer looks to meet your specific needs, whether you are looking for 100% live answering, supplemental assistance or after-hours only, we are here to help.
And with our bilingual agents, appointment scheduling, and more, we are your number one choice in Texas! Let’s get you started with a 7-day free trial, pricing, packages, or a simple phone call today – connect with us at 1-800-606-9898.
We can’t wait to answer for you.
