The Right 24 Hour Telephone Answering Service

By Serena Price

Increasingly we are living in a 24 hour culture. More people work different shifts and the idea of the 9 to 5 working day is becoming less and less common. This also means that people do not always have time to talk to companies during conventional working hours. Therefore it is worth considering using a 24 hour telephone answering service to help customers whenever they need it.

When you contact a company you need to find out who will be answering the phones. You want people who are reasonably confident and able to deal with any questions a customer could potentially have. Given that people can be working odd hours they need to be able to pay attention.

Ideally you want people who are properly trained. This can mean someone who is trained to both regional and national standards. There should be a minimum level of training for all members of staff so they are all aware of what they have to do and can deal with enquiries coming from a wide range of locations.

A national training scheme is important so that everyone has a basic foundation and knows what is expected of them. This means that if a call gets transferred to different branches then someone knows to deal with certain situations. Ideally people should have the information necessary.

You need to be sure that the company is aware of local rules and regulations that affect their business. They should be able to prove that they are properly accredited. In some cases they may even have special awards and certificates in order to prove that people appreciate their work and that they go a bit further in order to benefit you and your customers.

You also need to be sure that they have the right certification. This should assure you that they adhere to all local rules and regulations. Ideally they should also be able to show they have attainment awards to prove that they have achieved excellence in customer service and that the quality of their work has been independently recognised.

It is also important that the centre is able to gauge demand. This will mean that people do not spend too long waiting for someone to respond. It can be very frustrating to spend time in a queue and so you should avoid this as much as possible. The company should be able to assure you that they will be able to have enough people on hand to deal with the amount of demand at different times of the day.

There are a number of 24 hour telephone answering service companies available. It is recommended that you compare at least three companies. It gives you the opportunity to compare both the cost of the service and the level of experience. It is also recommended that you look up customer feedback and reviews as this will make it easier for you to find the appropriate company to suit your needs.

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