When your customers need a question answered or problem solved, nothing is more frustrating than waiting for a representative to field the call.
But that’s exactly what happens to the majority of people. The average American reportedly spends 13 hours per year on hold!
If your business lines have long wait times, your company’s reputation could be at risk.
To remedy the situation, you may consider hiring a call answering service. But is it the right choice?
Find out below as we explore the pros and cons.
Pros of Hiring a Call Answering Service
Hiring an answering service can be a great option for a number of reasons.
Here are three of the biggest advantages to outsourcing your call answering.
Better Customer Service
When a customer reaches out to your business, they don’t wait to spend minutes on hold. As noted above, that adds up over time, and only fosters frustration.
Instead, they want to feel like their call is important to you.
Having a representative answer the phone in a timely and cheery manner can reduce customer frustration.
An Answering Service Can Be More Effective Than a Receptionist
From greeting in-person customers to making copies, taking notes, and scheduling meetings, the average receptionist does far more than they get credit for.
Unfortunately, there’s only so much they can do at one time.
An answering service consists of multiple representatives, all ready to field your customers’ calls at a moment’s notice.
It’s More Cost Effective
Aside from efficiency, outsourcing your answering needs may help you save money.
With a receptionist, you’ll need to cover their salary, benefits, vacation days, and onboarding.
That can add up to tens of thousands of dollars per year.
In contrast, an answering service can perform many of the same tasks while saving you money. Click here to see how affordable answering services can be.
Cons of Hiring a Call Answering Service
While an answering service can save you money, it isn’t without its drawbacks.
Before you sign on with an answering service, check out this list of cons and see if it’s really right for your business model.
Limited Customer Assistance
It’s true that an answering service representative can assist clients with tasks like directing their calls or answering basic information.
But when it comes to answering more complicated questions that require in-depth knowledge of your business, they may not have the information or training needed to answer tougher questions.
No Way to Ensure Brand Compliance
Hiring a call answering service does ensure that a live person answers the phone.
But it doesn’t guarantee they do so in a way that best represents your company.
Since there’s no oversight on your part, they could end up harming your business’ reputation without you knowing, making it harder to do damage control.
Following Up May Be Difficult
Many answering representatives are remote workers, meaning they’re answering phone calls from home instead of a centralized office.
Since there’s no centralized database, it may be hard to conduct follow-ups should they become necessary.
If a customer requests a specific representative, it can be difficult to locate and connect them with their requested assistant.
Is a Call Answering Service Right For You?
Now that you’ve seen the pros and cons of hiring a call answering service, do you think it’s the right fit for you?
If you’re not quite ready to make up your mind, check out this article on how call center software can improve client relations.