For 56% of customers, repeated unanswered calls to a business are a top frustration, which can lead them to switch to a competitor. That’s not surprising, considering we live in a society where consumers expect the best from the companies they support. In Canada, more and more businesses recognize the value of having a full-on call-answer service.

A round-the-clock answering service prioritizes customer accessibility. It ensures that you can cater to your customers, whether they’re in Calgary or St. John’s.

Adopting a call-answer service for your business brings a ton of benefits, including:

Improved Customer Satisfaction

When customers call your business, regardless of time, they expect someone to answer. It can be a live person, a virtual receptionist, or a voicemail. When the caller’s inquiry or problem is solved, that positive encounter will stay with them for a long time. This call-answer service will boost their experience and satisfaction, and customers recommending your business to others won’t be a natural outcome.

Increased Availability

Providing an answering service at any time of the day (or night) is a big flex. It’s a considerable asset that makes your business stand out and demonstrates a customer-first philosophy. Being available to your customers during off-hours, weekends, holidays, peak seasons, and different time zones says, “I got you, don’t worry.” This availability leads to increased engagement and growth, ultimately resulting in increased revenue.

Professional Image

With a call-answer service from a reputable service provider, you’ll get highly trained professionals to handle your calls. This means your callers will talk to bilingual, empathetic agents who can help them with their queries or issues promptly. This quality of service will project a professional image that cultivates brand trust.

Key Features of 24/7 Call-Answer Service

Robust call-answer service providers offer many features to help boost your business operations. You can acquire all or select the features aligned with your goals. Here are some key features to pay attention to:

Virtual Receptionist

Virtual receptionists are trained to handle calls—from simple inquiries to furious irate customers. They ensure that every call is answered and every issue is addressed professionally. They have interpersonal and problem-solving skills that help fix the problem and hit your metrics.

Bilingualism

While 69% of customers prefer self-service options for simple inquiries, they want a live agent to assist them with complex and urgent issues. They like to talk to a live person who understands them in their preferred language.

Having a call-answer service agent who speaks French and English is top tier. Bilingual agents let you tap into demographics that your competition may not be able to. You can work with the agent beforehand to create a bilingual script to ensure that their handling of calls, regardless of language, is on-brand.

Omnichannel Service

Some customers dislike talking to a live person and prefer other means of communication like SMS or email. Others communicate using all three channels at varying times of the day. Omnichannel service ensures that your business can cater to different channels and timeframes. So even if your customer calls the company at 2 in the morning, sends information via email the following day, and asks for confirmation through SMS at night, your business can effortlessly follow through.

Staying connected with your customers 24/7/365 is a smart strategy and wise investment to drive business growth. By providing continuous coverage, you meet customers’ expectations and position your brand as reliable and responsive.

Embrace all the benefits of round-the-clock answering service with On Call Centre. Contact us to learn more.