A call answering service is supposed to improve a business’s operations, allowing it to perform more efficiently. But some companies make certain mistakes that counter the benefits their call answering services are supposed to bring to the table, with the most prominent of these mistakes including: Complicated Procedures Some businesses make the procedures their answering […]
A call answering service is supposed to improve a business’s operations, allowing it to perform more efficiently. But some companies make certain mistakes that counter the benefits their call answering services are supposed to bring to the table, with the most prominent of these mistakes including:
Some businesses make the procedures their answering services are supposed to follow too complicated. They do this because they want to make the customer happy. They do not realise that they are actually making the work of their call agents much harder which, in turn, affects the quality of the services they deliver.
You see this with scripts that have too many options. If the call agent is still unfamiliar with your business, they will struggle to juggle the many call options you have laid out. Such situations are made worse by companies that expect call agents to open complicated web forms to submit data, even as they engage the customer over the phone.
You need to simplify the communication protocols that you expect call agents to follow. You can start by writing an appropriate script.
Overly complicated scripts are annoying. But unnecessarily simplistic scripts are even worse because they leave too much room for errors. Provide at least two paths for your call agents to follow. You shouldn’t add options for every single scenario.
However, you should provide enough information to give call agents a clearer idea of what you want. Otherwise, they are going to improvise and the results might not suit your needs.
FAQs are designed to make your call agents sound knowledgeable. These documents place all the answers they might have to provide to consumers at their fingertips. Some companies go overboard with their FAQs by providing too much information.
This sounds like a good thing but it isn’t because it will create confusion for your agents in the long run. It gives them more data to search through whenever they need to find an answer to a pressing question.
This will annoy customers that have to wait longer than they would prefer to receive answers to simple queries. Some agents are simply incapable of finding the answers customers need because they have so much information to sort through. Be brief! Stick to the most important answers to the most frequently asked questions.
While some FAQs have too much information, others are too sparse. As a result, call agents do not have enough information on hand to tackle the questions presented by customers. This makes them sound incompetent which, in turn, tarnishes the reputation of your company.
You might be shocked by the number of answering services that don’t have automated greetings. Call answering services are supposed to provide customers a live person to interact with. However, there are times where your call agents are occupied and you have no choice but to place the caller on hold.
In such scenarios, the caller needs to hear an automated greeting telling them that they have reached the right company before placing them on hold. Without the automated greeting, customers have no way of knowing that they have dialled the right number.