Field servicing quality is a is do or die if you’re in the trades sector. Customers size you up long before your on-site visit. They want to ensure that you won’t only solve their problem; you’ll also do so with the least inconvenience.

How you or your representative responds to their call, offers a preview of your professionalism—thus, it can make or break a business relationship.

Prospects and customers expect you to provide complete information from the initial call to the final invoice. Thus, clear and timely communication can quickly build trust among those seeking your services. However, managing customer communication on your own can be daunting when calls for urgent job requests come one after the other. The easiest and most effective way to manage this is to enlist the services of a team of professional focused on processing your calls and feeding you the information in an organized manner. if you run a small business and answering customer service calls is pulling you away from your core tasks.

Recruiting and training the right person for the job takes time, effort, and resources because you must set up a dedicated workstation for the position. Moreover, your hired personnel can only work a set number of hours daily. Outsourcing phone answering services is your best alternative to fill in this role.

Your phone answering service will typically sit down with you to discuss and establish the call flow that will suit your organizational setup. A protocol will become the framework of the script that the company will customize as the call centre agent’s guide in handling every call.

You can script the questions agents should ask when screening callers and provide emergency escalation procedures, identifying emergency situations and processes to engage in emergency situations.