When running a business, it is crucial to have a professional image. This includes having a knowledgeable and friendly person to answer your phones. Unfortunately, many small business owners make the mistake of not outsourcing their receptionist services.
They believe that inbound call centres are expensive and that agents don’t possess the same qualifications and knowledge as their employees. Others believe their automated answering service or voicemails are enough. But these myths are far from reality, and believing them can cause your business more harm than good.
Dangers of Not Having an Outsourced Receptionist
Here are three dangers of not having an outsourced receptionist service.
1. Missed calls and lost opportunities
When customers call your business and no one answers, they will likely move on to your competitor. According to studies, almost 50% of callers will move on to a competitor if their calls are unanswered, while 61% prefer speaking with a live agent vs. navigating through an IVR in the hopes of obtaining an immediate answer.
This means that you could be missing out on new customers and opportunities if you do not have someone available to answer your calls.
2. Poor customer service
In addition to losing potential customers, not having someone available to answer your phones can also lead to poor customer service. If existing customers cannot get in touch with you, they may take their business elsewhere.
Furthermore, if you do manage to speak with a customer, they may be frustrated at having to wait so long to reach someone. Wait times have a direct impact on customer satisfaction! This could damage your relationship with them and lead to negative reviews.
3. Negative brand image
First impressions are important, and potential customers will form an opinion about your business based on how and your ability to answer the phone. If you have an automated message or voicemail box, callers may get the impression that you are not serious about doing business.
On the other hand, if you have a live person answering your phones, callers will perceive your business as one that is invested in providing world-class customer service and are willing to prioritize their needs.
4. Boosted sales
An after-hours answering service can help increase your sales by providing customers with the information they need to make a purchase, even outside regular business hours. According to statistics, 89% of consumers will make another purchase or transaction if they’ve had a positive customer service experience. However, 58% are willing to switch to a competitor due to poor customer service.
Avoid These Dangers—Get an Outsourced Receptionist Today
There are several dangers of not having an outsourced receptionist service: from missed calls and lost opportunities to poor customer service that negatively impacts your company’s brand image. To ensure that your business has a professional image and provides excellent customer service, it is necessary to consider outsourcing your receptionist services.
Here are several tips to help you make the right decisions and eventually avoid these dangers.
1. Do your research. The best way to combat any danger is to understand the solutions available to prevent it. Instead of believing in myths, take the time to research live call answering services and their benefits to your industry.
2. Ask around. Talk to your peers in the industry and ask if they’re using any outsourced receptionist services. Keep an open mind and probe why and why not they’re using these services. For those that have enjoyed the benefits of a call answering service, ask how they got started and the impact the service had on their business.
3. Book a free consultation. Live answering services like On Call Centre love to meet one-on-one and present their solutions to your needs. We can walk you through the process of setting up a virtual receptionist and a plan that meets your specific needs and budget. We are also happy to answer any questions and address any concerns you may have.
Don’t let fear of the unknown prevent you from enjoying the benefits of a live call answering service. Avoid the danger by equipping yourself with sufficient knowledge to make the right decisions.
On Call Centre has years of experience as a bilingual live call answering service. We can handle all your receptionist needs and will ensure your business has a professional edge. Click here to get in touch.
At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.
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