While most live operator services give you the ability to customize nearly every aspect of your account, there are some things answering services just can’t do as well as you can in your own office. Some of the things you do in-house, like answering complicated billing calls or reading MLS data to a prospect, aren’t going to translate well to an outsourced environment. Below are 6 real examples of requests our support team has received from customers, and how we’ve worked to find solutions.

Request #1: “I don’t provide _____ service, but I want to tell the caller that the on-call technician can’t come out for another 3 hours due to technical issues. I just don’t want it to look like I don’t provide _____ service.”

While we can definitely give callers specific time frames of when they should be expecting someone, this particular customer request is bad business.

The issues:

• First, the caller is being misled. If you don’t do the requested service, it’s better to be honest with the caller up-front and let them know.
• Second, what happens if the caller is cool with the 3 hour time frame? Since the business doesn’t handle these types of service requests, no one would be showing up in 3 hours, which would be bad. When we asked the client this, they advised that most people will simply hang up and move on to the next business. If the caller didn’t hang up and move on, they would call back later furious that no one has shown up to help.

What should happen:

An answering service should be direct and honest with the caller. If a business doesn’t do something, the operator should say something like:

“I apologize, but unfortunately we do not provide that service. Thank  you for calling and enjoy your day.”

If the response isn’t something scripted, it’s always helpful to have a list of services in the FAQs to reference to avoid this conflict, or even just a list of services you get asked about a lot but don’t perform. Having the virtual receptionists weed out these calls will not only lower the call volume (and invoices), but it will also help avoid unhappy callers.

Request #2: “Can you please say ‘Mr. ___ is in a meeting right now?’ I don’t want it to seem like I am using an answering service.”

This is actually a fairly common request that we receive, and we always advise against it.

The issues:

• Since we are a 24/7 answering service, if someone calls in at 2am or on Christmas Day, we would still be telling them you’re in a meeting.
• While we can put in different responses based on the day and time a call is received, the ‘in a meeting’ response 100% of the time typically doesn’t seem legit. In addition, the caller may ask to hold until the person is available.
• If a caller hears this, they may assume their call will be returned as soon as the meeting is over.

What should happen:

We’d want to keep the response simple and straight forward so that no one thinks they’re being deceived. Our agents would typically say something like:

“I would be happy to help you reach Mr. ___. I just need to gather some basic information so I can have your call returned.”

Then, we can proceed to gather the caller’s information. This way, the caller is speaking to a live person so they feel like they are being heard without being given false information. Plus, if every time they call in they’re told the person they are calling for is in a meeting, they may start to become suspicious – or jealous since everyone loves meetings!

Request #3: “Can the operators search through a Google Sheet that contains every zip code in every state in the country? The on-call schedule we want you to use will be updated on the sheet.”

Google Sheets is a great tool, but there’s a right time to use it – unfortunately, this isn’t one of those times.

The issues:

• Manually sifting through a monster document like this can result in the answering service operator selecting the wrong on-call person.
• Having someone page through a big document takes time, which would make for an unpleasant experience for the caller.
• Longer calls means higher invoices, which would make for an unpleasant invoice for the business owner.

What should happen:

The best course in this case is to program this information into the script. It would take some pretty extensive programming, but ultimately it’s the only way to make sure callers are assisted accurately. If the answering service leaves it up to chance, a technician in Oregon could get an on-call dispatch from a customer in Ohio. That would stink.

Request #4: “I’d like to update the operator’s greeting to: ‘Smile! It’s a great day at _______!’ or ‘Thanks for calling the region’s #1 _______ provider where customer service is our number one priority.”

Having an enthusiastic greeting is an awesome idea, and can definitely set a business apart from their competition. With that being said, having a remote receptionist deliver it with consistency may not work.

The issues:

• If a greeting is outside of the norm, your virtual receptionist may trip over their words making something supposed to be enthusiastic sound ultra unprofessional.
• Because virtual receptionists are deliberate when they read a script, the greeting may not come off as enthusiastically as it would coming from someone in the actual office.
• Since answering service agents handle thousands of different phone calls a day, they can’t practice each individual greeting. So, a custom greeting like this may sound unnatural.

What should happen: 

If a client wants to parallel the greeting they use in their own office, it’s best to add this as a custom recorded message on the line instead. That way, the answering service can eliminate the chance of human error and can continue providing amazing live support.

Request #5: “I need the operators to take payment information. But first, they need to read the entire terms and conditions from my website so the caller can verbally accept them.”

One of the great things about our service is that our virtual receptionists do have the ability to process payments. However, there are some restrictions when it comes to implementing this.

The issues:

• If we are taking payments, our secure call center technology allows us to turn off call recordings prior to accessing the website so that credit card information stays protected. Because of this, there would be no proof that the caller agreed to the terms.
• If we were to put the terms and conditions into the script, it would be a disaster. We definitely do not recommend inserting large blocks of text as it’s a lot for the agents to scroll through and read.
• Terms and conditions are generally pretty lengthy. Having our operators read them to every caller would drastically increase the call length and jack up your invoices. Yikes!

What should happen:

If the caller needs to agree to a long list of terms and conditions to make a payment, we recommend that the operator refer the caller to the website to make the payment or complete the order on their own.

Request #6: “I have a Google Doc with a list of people that you are allowed to say I will call back ASAP. The operators will need to search through it because otherwise I want you to let the caller know I’ll call them back in 5 days.”

Google Docs is another great tool to reference for general information. However, it is not the most helpful when it comes to actual scripting.

The issues:

• Let’s say John Smith calls in. He’s given that time frame of “ASAP”, but the client was actually waiting for a call from John Smythe. Whoops!
• If an operator is going right to this Google Doc from the jump, they probably did not have the chance to verify the caller’s name, which could have lead to the mistake mentioned above.
• We recommend not having scripted actions handled outside of the script itself.

What should happen: 

If a client asks for this, they’re probably having a hard time catching their breath at the office and keeping up with their return calls. We can implement a “Multiple Times Calling” path so that messages are notated differently. This way, the client can log into their portal and filter call results to prioritize call backs!

As an answering service who excels in providing great customer support, we welcome all requests! We will always be transparent with you and let you know when something will not work. After all, our #1 goal is to make sure someone is always there to answer your phone and represent your business well. If there’s anything you do in your own office, our support team will always work to find a creative solution to suit your business needs!

The post The Report From Support: Best Practices for Strange Outsourcing Requests appeared first on Specialty Answering Service.

• DO focus on pronunciation: Do you have a complicated business name? Try to come up with the best phonetic spelling to make it easy for CSRs who may be answering your calls for the first time.
• DON’T complicate things: Make questions simple and direct. The last thing you want to do is confuse CSRs with lengthy questions that don’t point in a clear direction.
• DO think of everything: What might callers want when contacting your business? Create easy paths for every possible scenario. Is someone calling for an appointment? For information on a product? For your address? For an emergency? For pricing? You get the picture.
• DON’T assume that callers will always know what they want: The fact is, sometimes people call your business unsure of what it is they really need. Or they may be calling for one thing, but then realize they need something else while they are on the phone. This makes writing multiple possibilities into your script essential.
• DO ask for what you need: If you are hoping to wow your customers, then you need to ask for the appropriate information from callers so that you can get back in touch with the information they requested at your fingertips. Name and phone number are obvious. But what about reference or invoice number for billing, product name or sku for sales, ideal time for a return call, etc.
• DON’T forget your manners: It may be a scripted call, but that doesn’t mean it should be impersonal. Be sure to add pleasantries like please, thank you, how may I help you, good morning, good afternoon, thank you for calling, etc. Callers will appreciate it.

When creating the perfect script, reading and re-reading is a must. Then have other people read it. Do a few role plays and see how it flows. If the account is live, do test calls and note any problems the CSRs have in handling the account so the script can be adjusted. If you are on SAS’ free trial period, it’s a great time to do test calls because they’re free!

The more time you spend on setting calls up to follow a certain outline, the better it will be understood by operators and callers alike.

Want to learn more? Listen to some sample call center calls to see examples of call flow or learn how to adjust your script to get the most out of your free trial.

The post Don’t trip on your script! 6 call center scripting do’s and dont’s. appeared first on Specialty Answering Service.

Sounds a bit extreme, doesn’t it? Well it’s not; a recent Forbes article stated that, “seventy percent of your employees hate their jobs.” What’s more, according to the University of Cambridge, work-related stress can lead to raised blood pressure and cardiovascular disease and may even contribute to substance abuse. That’s right. Not only do your employees hate their jobs, but it’s also killing them.

Sounds like employee morale could use a boost. Here’s a list of 15 ways to boost morale at work, keep attrition rates at a minimum, and keep your company’s success on an upswing 365 days a year.

#1. Look into employee discount programs.

Ever hear of Corporate Perks? It’s a national employee savings portal that allows small and medium-sized business to qualify for corporate rates and discounts. By leveraging the purchasing power of your employees, you can save on almost everything you want to buy. You might receive discounts on such things as travel, electronics, services, retailers, restaurants, mobile phones and more. A similar albeit smaller version is Great Work Perks, a Los Angeles-based free employee benefits program that offers local discounts on restaurants, spas, amusement parks, sports, etc. Find out what perks are available in your area.

#2. Team building exercises build strong teams.

Encourage peer-to-peer bonding, and help reduce conflict in the workplace. Think non-traditional team building events such as paintball, flag football, entering a corporate softball league, team bowling, group trivia night, obstacle course races like Warrior Dash and the Tough Mudder – you get the idea. You could even reward the winning team with a little convenience like being able to dress in casual attire for a week.

#3. Don’t underestimate the importance of a well-stocked break room.

A comfortable, clean break room or employee lounge with a well-stocked snack area will give your staff a place to unwind for a few minutes without having to leave the premises for that coffee shop down the road. Research has shown that on-site break environments make a difference in overall employee health and happiness and are key to boosting morale at work. Opt for healthy snacks, cushy furniture, and soft lighting, and watch employees flock to that area like moths to a flame.

#4. Break time should be mandatory.

Think break time isn’t that important? Think again. According to research from the University of Toronto, eating lunch at your desk without walking away from the workstation to recharge your batteries can have a significant impact on stress-related absenteeism, reduced productivity, and increased medical costs. So, make “coffee breaks” essential. Two 15-minute breaks a day will give your employees time to clear their minds and keep energy flowing. No room for a “nap pod” like Google has? Some companies might consider having a daily stretch around 2pm, just about the time that our evolutionary history tells our bodies to nap. Wake up those muscles, take some deep breaths, and catch your second wind.

#5. Celebrate employees’ achievements.

Your finance department has just completed a massive audit. Profits have steadily increased over the past several months. Sales exceeded their quota from last month. Find reasons to celebrate your employees, and show them how lucky you are to have them. Why not make mealtime on the company a regular occurrence, like catered breakfast the first Monday of every month, pizza party Fridays, or an impromptu afternoon dessert buffet or sundae bar. Food is fun! But if that’s not your thing, here’s a list from Johns Hopkins University’s human resources department of 101 Ways to Celebrate People.

#6. Comfort is key.

According to furniture manufacturer, Herman Miller, “…having some control over the workspace can improve comfort and the ability to get work done and reduce stress. This, in turn, can lead to greater productivity and better health.” Physical comfort can contribute to psychological comfort, affecting mood, cognitive function, and feelings of loyalty and commitment to one’s employer. In other words, pay attention to the comfort of the workspace you provide for employees. Is the paint color soothing? Are the chairs comfortable? Is there good natural light, office plants, and clean air? If you aren’t sure how to create comfort on your own, enlist the services of a design firm. It’ll do your business a world of good.

#7. Acknowledge special occasions.

Which would you rather have: a workplace that feels as disconnected as a cell phone with no reception, or a workplace that functions like one big happy family? Connecting with staff outside of your professional roles brings people closer, and the closer and happier your employees, the stronger their work ethic. So make it a point to include birthdays, anniversaries, new employee welcome events, cakes, cards, plaques, etc. you’re your regular routine. Your staff will appreciate it, and you’ll appreciate how much harder they’ll work for you when they know you care.

#8. Encourage free-flowing ideas.

Want to know the fastest way to find out what your employees think of the workplace and how they would improve it? Ask them. Monthly brainstorming sessions will poll staff’s ideas on what works and what doesn’t, along with suggestions on how to bring in more business and improve the company’s overall performance. Who knows the company better than the people who are doing the nitty-gritty work? Giving them an opportunity to express their concerns and opinions shows them they are a trusted part of the organization, and allows them to have a direct impact on your company’s success while boosting employee morale. Be a willing listener, and make sure they know your door is wide open.

#9. Show them the money.

Nothing boosts employee morale better than a bonus check. While you may not be able to give sizable sums of money across the board, there’s always room in the budget for a little “thanks for all you do” gift. So next year when holiday time rolls around, instead of throwing a corporate party that many employees find tedious, give them some bucks to spend on whatever their heart desires, or save for next summer’s vacation. It may take a minor chunk out of your operating expenses, but the returns will be worth it.

#10. Get involved in charitable causes.

Doing good works for others is a great feeling. Ask your employees to choose a different cause or charity every year and then make it your mission to volunteer your time and raise funds with a company match. Think walk-a-thons, dance-a-thons, charity runs, proceeds from Alex’s Lemonade Stand, fundraising for a local children’s hospital, volunteering with the Special Olympics or Habitat for Humanity, etc. Then, reward your staff for participating. Everyone involved gets four extra hours of vacation time, movie passes, a gift card for lunch at a local eatery – just something simple to show appreciation for your employees’ making the world a better place.

#11. Build trust.

Sounds easy, right? Well apparently, it’s not. According to Psychology Today, there’s a trust deficit in the workplace. So how can leaders cultivate a strong sense of interpersonal trust? They can keep their word, speak positively about employees and the office in general, demonstrate a strong work ethic, see the bigger picture and put smaller crises into perspective, listen to their staff, and be passionate about the company’s mission. If management doesn’t present a positive, supportive, can-do attitude, employees won’t, either. Positivity begets positivity, and great leaders are honest, clear, and treat people well consistently.

#12. Say thank you.

If employees don’t feel that their contributions are valued, what motivation will they have to do their best? The Times of India says that, “Being thanked for doing good work makes it easier to do more good work, increases the employee’s likelihood of continuing to work for the organization, and serves as a catalyst for attracting additional employees to the company.” Be sure to say thank you for a job well done. Write personalized thank you cards. When one employee does something amazing for the department, reward the entire department to reinforce teamwork. Send out email newsletters recognizing a different employee each month. Everyone has strengths, so take note of the way your employees shine, and then shout it from the rooftops for all to hear.

#13. Prevent boredom on the job.

Consider this: people care if you take an interest in their future. They like to learn. They want to improve their skills, and maybe even have the opportunity to test the waters working for another department for a while. Stimulating your employees’ interest in their jobs and giving them opportunities for growth can keep them engaged and maintain a higher level of productivity. It may not be possible to promote everyone, but try rotating them through different roles that will accentuate their strengths and help them grow beyond their current positions, even if the move is only lateral. It will keep them interested in their jobs, and the boost in employee morale will contribute to employee retention in the long run.

#14. Have a ball.

Sure, some employees may find corporate functions tedious (see #9). But some employees love getting together with their colleagues! Throw a winter holiday extravaganza. Have a costume party at Halloween with prizes for the best dressed. Take the gang to your local sports teams’ season openers. Host a summer kickoff barbeque. Go to the museum. Bust out the projector, and have movies running on loop in the conference room all day so that employees can relax on break and chow down on some popcorn and candy. The possibilities are endless, and the fun might just be endless, too!

#15. Lunch and learn.

Employees may spend forty hours a week on the job, but at the end of the day, they’re regular people with lives and families outside of the workplace. They have interests, hobbies, areas where they excel, and areas where they could use a bit of assistance. Think about what subjects may be of interest to your employees outside of work. For that matter, think about what you’d like to learn if you had the time. Do you need information on financial planning, how to care for aging parents, college tuition/financial aid for your kids, computer skills training, an overview of the Twitterverse and the overwhelming world of social media? Ask your staff what they want to know, and bring in a new speaker every month or several times a year on topics that they’ll love. An hour or two that enables your employees to relax and take their minds off work for a little while is an hour or two well spent.

When you weren’t running the company, what kind of boss did you hope you’d have? What did your employer offer that made you want to come to work every day, and what things made you want to run screaming in the other direction? Be the kind of boss you always wished you had, and your employees will reward you with continuous hard work and dedication. There are innumerable ways to boost morale at work, and you’d be remiss if you didn’t take the time to research the things that will have your employees smiling day in and day out.

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I don’t know what they want from me. It’s like the more money we come across, the more problems we see.

Biggie Smalls Mo Money, Mo Problems

As it turns out, the legendary rapper was also a font of business management knowledge. The idea is certainly counter-intuitive, but Biggy was onto something when he suggested that money is not always the answer.

Imagine this situation: your boss has just promoted you, given you a raise, and increased your responsibilities. Things are looking up; however, as soon as you get back to your desk, there’s an email from him. He wants to see every draft of the proposal you are working on. Nonetheless, he hasn’t given you any guidelines for what he’d like to see. Within twenty minutes, he’s at your desk, pestering you to see if you’ve made any progress. When you get a second to breathe, you forward him your latest draft. It’s returned within minutes. It’s been edited so extensively, you can barely recognize it as your own work. Is this kind of micromanagement really justified by an increase in pay?

To put it simply, no it’s not. Scientists have recently conducted a slew of social experiments that show people actually perform worse on complex tasks when their performance is incentivized.

So, if money’s not the answer, and neither is the risk of punishment, then how do we get our employees to be more creative, more productive, and more eager to come to work? Fortunately, those same scientists who discovered the problems in our current management system also seem to have found a solution. It’s all about two factors: Autonomy and Mastery.

Autonomy

The first step to improving employee performance is to turn over the reins. Has there ever been a time in your life when you wish your boss would just trust you a little more? A time where you wish your boss would just try one of your suggestions? When you tell your employees what to do, and you micro-manage them every step of the way, you are limiting their creativity and their productivity. Even more importantly, you’re stressing them out.

Listen to your employees’ suggestions. Let them design their own system for getting the job done. Give them some free time to work on whatever they want to, as long as it betters the business in some way. When you trust your employees, they trust you. They will be more excited about walking in that door every day, and they will be more willing to do what you ask of them on those occasions when you do need to be more direct.

Mastery

Think about the number of your employees who like to do something thought provoking in their off hours. Maybe they play a musical instrument, run marathons, or fix up old cars. Why would they spend their discretionary time doing something that is difficult? The answer to this question reveals one of our fundamental desires as human beings: we like to be challenged, and we like to measure our progress against these challenges.

In the workplace, this means giving your employees stimulating tasks (maybe even a task that you’re not sure they are capable of completing) and offering valuable feedback on their performance. It’s not enough to simply give someone who works for you a difficult job; you have to let them know how they did on that job so they can improve on the next go-round.

Just like your Mage in World of Warcraft, your employees will keep trying to earn that valuable XP so they can level up in the RL.

In summary, employees only respond to incentives for the most menial of tasks. If you want their performance to increase in more dynamic ways, you need to increase their autonomy and give them a way to measure their mastery. When you do this, your entire company will benefit and your profits will increase. Then, you’ll really be able to pay them the big bucks for their outstanding work.

TL;DR – More autonomy and challenges = improved performance in the work place.

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