Why using a premier call center with a range of remote messaging services may be beneficial

By Grace Enderlein

There are misconceptions about the use of an answer center for business solutions and remote messaging.  Companies can be reluctant to hire a service, but it is shown to be cost-effective and conducive to increasing revenues.  The ten myths about using an answer center are as follows: 

1.  It is expensive to use an answer center: It is not expensive to use an answer center.  It is a fraction of the expenditure of hiring within or using an existing staff.  Answer center services work with a company’s needs and budget to help a business grow and become more resourceful.  Using an answer center can save a company 20-25% by increasing efficiency. 

2.  Your calls will not be answered the way your company wants them to be: An answer center staff will be highly trained in order to answer calls according to your company’s regulations.  Their information will be customized to your company, and the staff will know how it should be handled and what actions should be taken. 

3.  My company will not get the proper feedback on who is calling: Answer centers provide consolidated reporting.  They can analyze your leads, and report the information back to your company for accurate information on who is calling, and even offer suggestions on how to improve.  Knowing your customer’s needs and patterns translates into increased revenues. 

4.  Phone coverage is important, but an answer center cannot respond to email: In this electronic age, email typically is the most important form of communication in business.  Answer centers now have the option of a live person answering emails when you cannot.  Answer centers also offer the service of text message and fax responding. 

5.  An answer center cannot accommodate my bilingual customers: Answer centers provide bilingual customer service, answering service, and messaging.  With the increase in the Spanish speaking population, it has become a necessity to communicate effectively with them. 

6.  An answer center cannot efficiently handle emergency calls: A message center can set up paging procedures that will quickly get urgent messages to the needed person on your staff.  It is a customized procedure that assures that every call is received.   

7.  Answer centers are notorious for inconsistent quality: In the past, call centers have been known to be impersonal and uninformed.  Today, answer centers are a seamless extension of your business, and their staff is trained to help your company succeed.  They are taught to convey your image of quality service.

8.  Answer center companies are only used for inbound calls: Call centers have the capability of communicating with your clients with outbound calling services.  They can follow up with leads, set appointments, place follow up survey calls, and conduct quality assurance calls.

9.  Customer service agents at an answer center will not be familiar with my company’s products: The staff at an answer center is well versed and does extensive research on all clients’ products.  They also are required to study the customer base, so that they can maximize customer satisfaction while taking orders.

10.  The security of my business will be compromised if we use an answer center: Answer centers use state of the art technology and have a multi-layered security support system.  In addition, they have complete system back up so all calls are recorded and maintained.

Grace Enderlein is a freelance writer for Answer Center America, Inc., which offers answer center outsourcing services and can handle web chat, conference and internet bridge services, email, faxing, and credit card processing.  They understand the value of communication, and the importance of company/client relationships.

Learn more about telephone answering services and discover how the might be able to help you.