Matt Godfrey owns a small clothing store in downtown Chicago. He recently switched from an automated service to a live answering service to handle his after hour calls. He said in the past most people simply hung up within the first few seconds of the calls being answered, but now he says that they not only stay on the line, but they ask for store hours and directions. Mr. Godfrey says he has actually seen an increase in business since the switch and he attributes at least part of that to the call center services. The service can be reached at: 1-800-317-4567.
How many times have you attempted to call a place of business only to find that your call was answered by a machine? Chances are it is happening more and more frequently, and if you are like me you probably find this very annoying.
The fact is that many of these automated services are drawn out and really do not offer the help needed anyway. So after spending wasted time listening to numerous messages and selecting various options we find that there isn't an option to meet our needs at all. In the end we are finally allowed to speak to a live person.
The truth is that the concept behind automation is a good one. It can save on expenses and speed things up for callers. After all, more calls can be answered simultaneously and it is all done by machines ' which work less expensively than a team of employees. But when the efficiency and effectiveness are weighed against the actual cost of the automation many business owners are surprised to learn that the cons can sometimes outweigh the pros.
The reality is that the advantages offered depend on the type and size of the business, but in all cases, people appreciate a personal touch. With that being said, it is important for business owners to know that some people will simply hang up the phone when they realize they are not talking to a human.
Although automated responses can provide some answers and in other cases direct callers to specific extensions, much like a 'Frequently Asked Questions' area of a website, there are times when callers need individualized attention. And most times they want that attention immediately. Customer care should always take top priority and automation, if used at all, should only be used for screening purposes.
Business owners do have other options available to them, options that are affordable and that add a personal touch. Services that provide live staff to answer calls around the clock for a company without the business owner paying the expenses involved with full time employees can be the perfect solution.
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About the Author:
Matt Godfrey owns a small clothing store in downtown Chicago. He recently switched from an automated service to a live answering service to handle his after hour calls. He said in the past most people simply hung up within the first few seconds of the calls being answered, but now he says that they not only stay on the line, but they ask for store hours and directions. Mr. Godfrey says he has actually seen an increase in business since the switch and he attributes at least part of that to the call center services. The service can be reached at: 1-800-317-4567.
Author: Daniel Marcus Manson