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How to Evaluate the Right Answering Service Solution

2/07/2019 | Intercept of Florida

Once you make the strategic decision to work with a call answering service, you will want to be certain the company you choose is top quality. Following are some benchmarks to consider when evaluating companies that provide call answering and related services.

Highly Trained, Professional Answering Service Operators

At the heart of any quality call answering service is its operators. They should be trained often and extensively in the most effective customer service protocols and the company should have an operator monitoring system to assure quality control. You will also want to check if the company has multilingual call answering service representatives available as they can play a key role in your ability to grow your business.

24/7 Capability

Is the call answering company you are considering set up to take your calls 24 hours a day, 7 days a week, 365 days a year? They should be if you place a high priority on customer service.

State-of-the-Art Technology

Call answering service technology should provide you with options that will simplify your business and let you focus on taking your business to the next level. Systems, backup systems, and monitoring are an integral part of the best companies and they should be supported by quality programs, procedures, and implementation

Wide Variety of Service Options

The best call answering service companies will have a substantial menu of services that you can choose from to communicate most effectively with your customers. These include:

Successful Track Record

How long has the call answering services company you are considering been in business? Do they have customer testimonials? Have they received industry awards for their service and achievements? A company that has an impressive, long-term history and a reputation for excellence in the industry is generally a top choice. They should be able to provide customer validation that they deliver on their promises.  

Expert Script Creation

The scripts that call answering service operators use to effectively handle any situation that they would encounter as your company’s representative are extremely important. You will want to make sure that the company you are considering can show substantive examples of scripts its staff has created for other clients.

Flexible Payment Options

Chances are good that the right call answering service will offer flexible payment options, including a monthly Pay as You Go basis, where you pay only for the services you need. This is the most efficient way to scale up your customer service program and have the opportunity to evaluate and change communication tactics every month.

The Intercept of Florida Difference

In business since 1969, Intercept of Florida has worked diligently to earn a reputation for quality, responsible, and consistent contact center solutions. We strive to become your partner so that we can understand every aspect of your business in order to serve your customers as you would. Our representatives bring their vast experience to the table. It’s our business to answer your phones 24 hours a day, 7 days a week, 365 days a year and we want to give your business our very best.

We use state-of-the-art technology in order to offer your business a variety of services that allow us to provide quality care to your customers. At Intercept, you can choose from offerings such as automatic call distribution, automatic paging, email and fax message delivery, cellular text messaging, dispatch, voicemail, and more telecommunication services.

Contact Intercept of Florida today to find out more about how we can help you optimize your customer service with quality answering service solutions.