Are You Considering Switching Answering Services?
Changing telephone answering services can present challenges, cause anxieties, and generate turmoil if not undertaken with intentional focus. Though switching answering services can be fast and easy when you transition to us at America’s Telephone Answering Service, a bit of planning can help make the process go even smoother.
Now that you want to change answering services, you’re no doubt anxious to leave your current service in your rearview mirror and are anticipating what your new telephone answering service will provide for you. But before you move from the past into your future, spend some time evaluating your current situation.
What Things Would You Like Your New Answering Service to Do Better?
Most likely, you’re switching answering services to avoid some pain points. Were they rude? Did they fail to pronounce your name correctly? Perhaps they didn’t double-check phone numbers or verify the spelling of names. List these shortcomings, so you can communicate your concerns to your new answering service. Once they are aware of what upsets you, they can focus on avoiding a repeat.
Identify What You Like About Your Current Answering Service
Consider the aspects you appreciate about your present answering service. Certainly, they have some good qualities. Note what these are and be sure to communicate them to your new answering service so they can make sure to include them in their service package. Don’t assume that since one answering service did something, that all will automatically do the same thing. Be sure to mention what you like so your new provider can duplicate it.
Organize All the Information Your New Answering Service Will Need
Compile all the information your answering service will need to serve your account with excellence. Basic information includes your company name, how you want your phone answered, your address, and, of course, your phone number.
If your answering service will need a list of your employees and how to reach them, gather this information so you can present it to them at one time. This is far better than feeding it to them piecemeal over several days or weeks as you collect it.
Similarly, and more importantly, is on-call information if this is relevant to your company and how you do business. Only by giving your new answering service complete information about each on-call person, what they cover, and how to contact them can your service provide you with the total package that you expect.
And if having an on-call person isn’t currently part of how you do business, you may want to establish an emergency contact for your answering service to reach in the event that a customer’s situation can’t wait until regular business hours. If you fail to address urgent situations that occur after hours, you’ll end up encouraging your customers to seek your competition for the answers they need, when they want them.
Frame Expectations for Your New Answering Service
Let your new answering service know your customer service protocols, of how you want them to handle your calls. Work hard to define your expectations for them to follow. If you don’t give them specific instructions on how you want them to serve you, they’ll struggle to follow through with any consistency, because they can’t read your mind.
Regardless of the reason why you’re switching answering services, provide them with the right information and specific instructions that they’ll need to serve you with excellence. Careful preparation now will pay off handsomely in outstanding customer service outcomes.
If you’re thinking about switching answering services, contact us today to discover how we can serve you and your callers.