What is an Answering Service? Everything You Need to Know

What is an answering service? Here is an image of a woman answering the phone as part of a live answering service

You’ve probably heard a lot of different jargon when talking about call centers and answering services, which could be confusing to some. There’s a significant difference between an answering service and a call center. So, in this article, we’ll provide some clarity by answering the question: “What is an answering service?” We’ll give you everything … Read more

3 Questions to Ask When Choosing a Call Center

Call Center service in Dallas Texas

Once you realize you don’t have — or can’t find — the number of staff members you need to respond to customers’ incoming calls, it’s probably time to hire some help. Answering and call center services come in all shapes, sizes, pricing, and experience levels — understanding which one you need (and why) is essential … Read more

Your Guide to Call Center Outsourcing

Understanding Call Center Outsourcing

Poor customer-service practices cost businesses between $75 billion and $1.6 trillion each year. It should be extremely simple for customers to get in touch with you, and taking the time to respond to incoming calls, emails, and messages properly is essential if you want customers to feel heard. Finding and training new people to work … Read more

The Benefits of Call Center Services for Startups

Call Center Services for Startups

According to a Deloitte study, businesses that put their clients first are 60% more profitable than their counterparts. This shows how important it is for businesses to be client-centric, which applies especially to startups. In a competitive market, one subpar experience with you and a customer can easily jump ship. As such, you need to … Read more

The Unsung Benefits of Offering Bilingual Customer Service

Benefits of Offering Bilingual Customer Service

Keeping your customers happy is essential to maintaining and increasing sales. Customers base the quality of 70% of their buying experiences on how they feel businesses treat them, and the majority of them will decide against a purchase if customer service is poor. If you offer customer service in just one language, you lower your … Read more

5 Factors to Consider Before Outsourcing to a Call Center Agency

Outsourcing to a Call Center Agency

Not all call centers are created equal — some are better suited to your needs. Before you partner with an agency, assess these key considerations to ensure you outsource your customer service to the right call center.  The Complexity of Your Calls The calls that companies receive vary in complexity. Some types of calls require only … Read more

5 Effective Ways to Improve Inbound Call Conversion Rate

Improve Inbound Call Conversion Rate

When the topic is phone call conversions, what usually springs to mind is cold calling or outbound calling. However, inbound calls—those initiated by the customer or prospect—are also opportunities for your phone support representatives to make a sale. A study by Forrester found that customers who initiate inbound calls convert faster, spend more, and churn … Read more

5 Expert Ways Your Business Can Manage Call Spikes

business managing Call Spikes

High call volume is when your business receives more calls than it typically does. And all businesses with phone customer service or technical support departments will experience unexpected spikes in call volume at some point in time.  If your business is not equipped to handle a call surge, you risk customer dissatisfaction as well as … Read more

Businesses Are Quickly Incorporating SMS into Their Marketing Strategy. Here’s Why.

SMS Marketing work

Text messaging is by far the most convenient way to reach out to and communicate with people. It’s a popular means that is used worldwide. Given that most people prefer to receive messages on their phones rather than calls or email messages, many business organizations have tapped into this technology to reach a broader market … Read more

Manners Matter: The Importance of Professional Telephone Etiquette

Professional Phone Etiquette

Any experienced business owner can attest to how important repeat customs are to success. According to Small Business Trends, the average repeat customer spends around a third more than new customers. And a 5 percent increase in customer retention can boost profitability by up to 95 percent. Although acquiring new business is important, investment in … Read more