Make a Good First Impression – Even Over the Phone

Make a Good First Impression – Even Over the Phone

Even though a lot of business transactions happen online these days, there’s still a good number of transactions that occur through the phone. This is why it’s important for any business to know proper phone etiquette, and how to make a good impression on the phone.

To help you out, we list the top 5 ways to make a good impression on the phone:

Smile
This may sound silly as the person on the other line can’t see you, but smiling while talking on the phone can make a difference in the tone of your voice and delivery of speech.

Follow the two-ring rule
Every company can come up with their own rule as to how many rings they allow before answering the phone. However, the two-ring rule is ideal. This way, you’re not causing the person on the other end to wait for too long.

Be willing to find solutions
One thing that usually throws off callers is the unwillingness of the person on the other end of the line to find creative solutions to their problems. To make a good first impression with your customer, you have to be willing to go above and beyond to find a solution for their problem.

Focus on the conversation
When you’re in a phone conversation, it’s easy to get distracted and do something else. However, doing this will take away your focus from your client. The client may not see you, but they will eventually notice that you’re distracted and not paying attention.

Add a personal touch
It’s not just how the phone is answered that matters; who answers it matters too. So, if your business wants to leave a good impression on your client over the phone, voicemail is not the way to go.

This is the reason why live answering services are becoming valuable. Having a live person on the other end adds a personal touch to every conversation. By investing in an answering service, you are making your client feel important. It contributes to overall customer satisfaction and creates a positive brand perception.

5 Traits to Look for When Hiring a Call Center

5 Traits to Look for When Hiring a Call Center

Receptionist Services

More business owners are seeing the value of contracting the services of a call center rather than handling and managing the calls by themselves. This causes a growing demand for answering services.

If you’re running a call center, it’s crucial to find the best agents out there. The quality of their services can make a difference between client retention and client frustration. To help you out, we rounded up a few top traits to look for when hiring a call center agent:

Courteous

How an agent treats their customer can make a significant impact on the overall phone experience and customer satisfaction. Hiring an agent who is polite and friendly can make a difference especially when dealing with irate customers. An agent who remains warm, empathetic, and friendly all throughout the duration of the call is a gem. They may not have the perfect solution for your customer but if they display courtesy, this can help appease even the most irritated customer.
Creative

In the call center industry, there’s no such thing as monotony in such a way that every day is different. Thus, it’s important to have an agent who knows how to think out-of-the-box as there is no such thing as one-size-fits-all solution. This is the reason why many call centers are moving away from word-for-word scripts and adapting to a more flexible model.
Effective communication skill

An effective communication skill is essential in the call center industry especially that conversations are done through phone. A call center agent should be able to use a clear language when talking to a customer. They must be an active listener and be able to convey instruction in a manner that it is understood for the first time.
Close attention to detail

In one survey, customers say that on average, agents only answer their questions 50 percent of the time (just imagine how frustrating it can be!). This usually happens when agents start to become complacent with their role and ending up in talking more than listening. You can prevent this from happening by hiring agents with close attention to detail. Agents with such trait are active listeners. They wanted to find out first the concern of their customer before offering any solution. These agents will also check in with their customers before the call ends to make sure that their inquiry or concern has been addressed.
Calm under pressure

Burnout is a common reason for high staff turnover in call centers. Agents who find it hard to deal with frustrated customers on a daily basis are more prone to burnout. They get demotivated at work and end up hating their job. An agent who remains cool-headed even when the customer starts venting out his/her frustration is a must-have in your company. This agent can handle pressure well and can be more effective in diffusing the situation before it gets worse.

Answering Services for Salons and Spas

Answering Services for Salons and Spas

Answering Service / Call Center Support/ Appointment Setting/ Blog/ Small Business

Salons and spas are generally perceived as places for relaxation, pampering, and de-stressing. Such places are designed carefully to create that ambiance. Your effort though of creating a relaxing place for your customers can be easily tampered by a busy phone system. If you’re experiencing this problem right now, it’s time to consider the services of a virtual receptionist.

How a Virtual Receptionist Can Benefit Salons and Spas

Professional and prompt handling of your customers’ calls

This is one of the biggest advantages of contracting the services of a virtual receptionist. Whether it’s scheduling appointments or providing customer service, a virtual receptionist can do it professionally.

Improvement in your productivity

Virtual receptionists who are trained specifically in this industry are expected to remember and handle effortlessly the salon/spa’s marketing promotions. If you contract answering services from a reputable company, you can expect your virtual receptionist to be adept at communicating to your customers the associated policies of such promotions. They know how to positively offer alternative solutions to your customers if such promotions do not apply to them. This can be a huge help in your business. The less time you spend in dealing with it, the more time you have in serving your clients in your salon/spa.

Simplification of your appointment book

It’s often tricky for a customer to reach their massage therapist as most salons and spas are comprised of independent entrepreneurs who just rent out a space or booth. This means that when a customer wants to contact his/her massage therapist, he/she has to call the company to reach him/her for an appointment. This process isn’t just an inconvenience on the client but also on the entrepreneur as this interrupts his/her ability to service his/her clients in the spa.

With a live answering service, all you need to have is a single phone number that you can advertise and the assigned virtual receptionist shall handle all of your staff’s appointment requests. Keep your salon or spa a haven for relaxation and de-stressing. Get an answering service for managing appointment requests and handling business calls.

Contact One in Tucson provides answering services you can rely on 24/7. Call us to find out how we can help you.

More Small Business Answering Service Articles:

Why Customers Prefer to Speak with a Real Person

Why Customers Prefer to Speak with a Real Person

Blog/ Customer Service

Even with the advancements in technology, most consumers still prefer human interaction. Over 80 percent of the respondents in a recent study said they prefer human customer service interactions over digital alternatives. Those who received human interaction when dealing with customer service showed a more positive behavior towards the brand in general.

Generally, customers prefer to speak to a real person on the phone because of the following:

It makes the process easier.
Many customers are getting frustrated with lengthy automated messages. In many cases, it can make the transaction longer and unproductive due to the confusing ordeal with automated messages, leading the caller in different directions. By having a live person to deal with the customer’s concerns, the process can be expedited.
It’s more convenient.
One of the biggest problems with automated messages is that it makes it difficult for customers to find what they really want. And if they have additional questions, they need to start the process again. This can be frustrating especially for someone who don’t have the luxury of time to make these calls.

It’s different when a customer deals with a live person. When he/she has questions, he/she can easily bring those up and have an actual conversation with the representative. It makes it easier to get to the bottom of the problem quickly and efficiently.
It creates a more satisfying experience.
When a customer talks to a live representative, it makes him/her feel more understood. This creates a more satisfying experience even if the customer ends up not getting the perfect solution.

If you want to engage your customer more in phone conversations, then it would be smart to switch to a live answering service. Contact One has well-trained live representatives who will take your calls promptly and professionally 24/7.

Boost Productivity at Work

Boost Productivity at Work

Blog

When running a business, it can feel like there is never enough time to get everything done. Because of this, you often end up doing more than you can handle or delegating tasks to the wrong people.

If you’re tired of running your business this way, check out these strategies to help you boost productivity in the office:

Focus on one goal at a time and set a self-imposed deadline
Multitasking doesn’t improve your productivity. This belief has been debunked multiple times by productivity experts. If you truly want to be productive at work, stay laser-focused on one task and set self-imposed deadline. Even if it’s an open-ended project or task, a self-imposed deadline can help you stay focused on it.
Learn to say ‘no’
As a business owner, you know that distractions can happen any time at work. This can be in the form of new projects, meetings, emails, or spontaneity. And it’s tough to say ‘no’ to these especially when they seem to be important at that moment. However, learning to say ‘no’ to these distractions can help you in getting things done. It can be challenging but it’s worth it.
Minimize interruptions
Constant interruptions at work, be it your email or your constantly ringing phone, can change your work patterns. Learning to minimize them can make a difference in your productivity.

If the constant ringing of your phone is driving you crazy, consider hiring a live answering service. A call answering service can help you stay focused on more important aspects of your business while at the same time, give you a peace of mind knowing that your customers’ calls are being taken care of professionally.

If you’re ready to take answering calls off your plate to boost work productivity in other areas, contact Contact One Tempe today for a customized quote.

How a Call Center Can Help Create Customer Loyalty

How a Call Center Can Help Create Customer Loyalty

Blog/ Customer Service

Customer loyalty can be a result of affordable pricing, outstanding experience, convenience, general satisfaction, and connection to a company. However, studies found out that only two out of these five common reasons can lead to true and long-term loyalty from a customer. These are outstanding experience and having a connection to a company.

Even with the convenience of emails and chat support, many customers still prefer a phone conversation with the company’s rep. Aside from the ease of voicing out their concerns or queries, phone conversations, when handled well, can make a customer feel that he/she is valued. Phone conversations also provide that ‘personal touch’ especially if the calls are answered promptly by a real person.

Hiring the Services of a Call Center

Handling customer calls can be a challenge especially if you have limited resources. You are more likely to hand it to someone who is not trained to do the job. This can lead to an overworked staff and dissatisfied customers.

So, what can you do to maintain customer satisfaction without compromising the productivity of your employees? Get the services of a call center.

Benefits of Contracting Call Answering Services

If you get an answering service, you can reap the following benefits, which can eventually lead to customer loyalty:

Prompt and professional service
When you hand the job of answering the calls to an overworked staff, your customers are more likely to receive less than stellar customer service. It would be different if you hire the services of a call center. Reputable companies like Contact One have agents who are trained specifically to do the job. Getting their services will give you a peace of mind, knowing that your customers’ calls are handled professionally.
Provides help and advice
Call center agents can do more than just answering calls. They can also provide help and advice to your customers. And since these people are trained specifically to do the job, they can address your customers’ concerns promptly.
Services are available 24/7
Even if the solution offered is not ideal, customers who receive a prompt response from a company especially in a phone conversation yields to better customer satisfaction. Nothing’s more impressive than a company who does this 24/7.

If you’re working on building customer loyalty, contracting answering services from a reputable call center company is a good start.

Why After Hours Call Answering is Important

Why After Hours Call Answering is Important

Answering Service / Call Center Support/ Blog

You may have set a regular schedule for your business but your customers have not. It can be tricky especially if you’re in a service industry. Your customers will have needs that may arise after business hours. And you can’t simply ignore these calls.

If you’re in a healthcare industry, ignoring these calls can endanger your customer’s life. If you’re selling a product or service, not answering these calls can lead to frustration and a possible loss in profit.

While it’s possible to either divert your customers’ calls to a voicemail or find a way to pick the phone after your business hours, neither of these are sustainable and efficient.

Diverting your customers’ calls to a voicemail can be frustrating for some. When their needs are not met the moment they need it, they may ditch your brand and opt for your competitor instead. If you opt to answer the phone even if it’s beyond your business hours, it can intrude with your personal time and may eventually lead to burnout.

Getting Phone Answering Services

If you find yourself in a dilemma when it comes to after-hours calls, you may want to consider a phone answering service.

A phone answering service is a specialized service provided by certain companies. These companies have well-trained agents who can take your customers’ calls promptly and professionally after your operating hours. These agents can do more than just answering calls. They can provide product information, schedule appointments, and even take orders.

Reliable companies like Contact One offer top quality live answering services. They can take your customers’ calls 24/7 so you no longer have to worry about missing your customers calls even when you’re away.

A Virtual Receptionist Can Help With Appointment Scheduling

A Virtual Receptionist Can Help With Appointment Scheduling

Receptionist Services

Running a business is not easy especially if you have limited resources. In many cases, you’ll find yourself playing different roles at once – marketing agent, salesperson, accountant, receptionist. As your business grows, you have to learn to delegate some of these tasks in order to focus on more important aspects of your business.

You can definitely hire new people but this isn’t always the most practical option for smaller tasks like appointment scheduling. For things like this, you can always hire a virtual receptionist.

What’s a virtual receptionist?

A virtual receptionist is a contracted worker who can perform the same tasks you’d expect from a traditional receptionist. They’re hired and trained by a company specializing in call answering services. Virtual receptionists typically work remotely, which means your company’s incoming calls will be routed to your virtual receptionist. They will then be able take a message to deliver to your company, or even schedule your appointments.

Hiring a Virtual Receptionist for Appointment Scheduling

If your company offers services, hiring a virtual receptionist for appointment scheduling is a practical solution for getting and staying organized. Your receptionist can efficiently set your clients’ appointments without taking a space in your office. Unlike full-time in-office hires, hiring a virtual receptionist won’t require a full-time salary, staff benefits, or regular time off. Because of this, you can rely on them even if you’re out of the office. Your virtual receptionist will be available to take incoming calls and schedule appointments after regular office hours and even during holidays!

Hiring a virtual receptionist from reputable companies like Contact One can help assure your calls answered promptly, professionally and handled appropriately. Your virtual receptionist is ready to take your calls 24/7.

Benefits of a Bilingual Call Center

Benefits of a Bilingual Call Center

Answering Service / Call Center Support

Technological advancements have now made it possible for many businesses to expand globally. Because of this, certain adaptations need to be made for a company to reach a wider audience. One of these adaptations is catering to the communication needs of a non-English speaking audience.

How a Bilingual Call Center Can Benefit Your Business

Hiring the services of a bilingual call center is a smart choice for your growing diverse audience. Check out the following benefits:

It offers a more personalized and positive customer experience.
Hiring the services of a bilingual call center is one way of telling your customers that you care for them. Having agents who can speak their language provides a more positive experience for them. In fact, in one study shows that customers are willing to be put on hold if they know they can be connected to someone who can speak their language.
It helps improve conversion rate.
Customers feel more connected when they’re able to interact with someone who can fluently speak their language. If your company can provide that, it will help create a positive brand perception. This will aid in closing deals and encouraging your customers to spread the word about your business.
It reduces your operating costs.
Getting the services of a bilingual call center is a more cost-effective use of your resources. The cost of getting one is less expensive compared to the costs of recruiting, hiring, and training new employees who can speak the language of your audience.
It offers flexibility.
You simply cannot fire a newly hired employee when your call volume starts to drop. It isn’t practical either to get new hires for a certain period in a year when call volume increases. This is why getting the services of bilingual call center is a more practical approach. With them, you can scale up or down, depending on your company’s needs.

If you’re thinking of expanding your business, Contact One can help you provide great, 24/7 service to all of your customers.

Customer Expectations for Phone Interactions

Customer Expectations for Phone Interactions

Blog/ Customer Service

Customer interactions are vital in every business. Whether in-person, through email, or over the phone, the way you or your employees handle that interaction can make or break your business.

When it comes to phone interaction, customers have a certain set of expectations. A thorough understanding of what those expectations are, can help you come up with strategies for improving your customer support.
Below are some of the most common expectations customers have when it comes to phone interaction:

• Personalized interactions
This simply translates to addressing the customer by his/her preferred name and knowing their product or service history with the company. Many customers agree that not having to repeat themselves (including information about themselves) is one factor that affects their experience.

• Being proactive
Providing help even before it’s needed is something customers desire in every customer service-related phone conversation. Customers tend to have a more positive view of a business with proactive employees.

• A quick solution
Whether it’s a product inquiry or a complaint, answering the call and addressing customer needs promptly is always impressive. Most customers are not willing to wait for more than five minutes on hold. If you can’t provide them what they need when they need it, they are more likely to look elsewhere for services.

• Empathic listening
An empathic listener can provide customers with a pleasant customer service experience. Empathic listening is not just hearing what your customer is saying, but also getting into their frame of reference and understanding how they feel.

These things can be learned through training and practice. However, if you don’t have the resources to hire and train a new employee, we can help. Contact One call center in Tucson, Arizona is a company that offers call answering services. Our agents are trained to take your calls promptly and professionally 24 hours a day, 7 days a week.

Call us to find out more how we can help boost your customer’s overall satisfaction.

Author: Jeff Wood

Make a Good First Impression – Even Over the Phone