Call Centers Archives - Specialty Answering Service

Video: Rude operators? Not with Specialty Answering Service.

Nick D. — Fri, 03 Aug 2018 16:41:21 +0000

Is your receptionist scaring potential customers away? Maybe it’s time to upgrade to a professional live answering service. Check out this bad customer service video of a call center rep yelling at a customer over the phone!

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Infographic: Agent assisted automation.

Nick D. — Wed, 19 Oct 2016 12:25:32 +0000

The job of a virtual assistant is never easy. Imagine dealing with hundreds of calls a day, often for similar issues, and having to repeat yourself over and over. It would be maddening. That’s where Agent Assisted Automation comes in – using pre-recorded audio, desktop integrations and tools to make an operator’s life easier. The infographic below will give you the scoop!

Technology is great – but no matter how advanced, an answering service is only as good as the people manning the phones. Agent Assisted Automation gives agents every opportunity for successful call handling by putting all of the necessary resources at their fingertips. Transactions are smoother, agents have less to stress about, and callers are happier – which means a healthier bottom line for your business!

If you run your own call center, love call centers, or are just a telecommunications nerd and are interested in learning more than what our infographic can offer, please check out our extended resource on agent assisted automation.

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Infographic: Learn about call center headsets & compare popular models.

Nick D. — Wed, 04 Feb 2015 16:48:47 +0000

Headsets are a call center’s best friend, providing clear communication and a hands free experience for customer care representatives. Originally invented in 1910, they make it possible for operators to talk and listen without having to hold a telephone receiver, which can get in the way of speedy customer service.

Headsets usually come with a few standard features. However, the features alone aren’t the only thing to consider when deciding which way to go. Cost is also a factor, and it’s essential for any business to be financially prudent and research the models that will give you the most bang for your buck.

We’ve reviewed the most popular models used in use in telephone answering services around the world. Take a look at the infographic below to see the results of our comparison. For a closer look at each headset we reviewed, please see the full call center headset reviews paper.

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Infographic: Everything you wanted to know about call centers.

Nick D. — Tue, 10 Jun 2014 13:50:17 +0000

Did you know that call centers handle about 70% of all business interactions, and manage approximately 46 billion inbound calls a year? They are some pretty big numbers, and those statistics are the reason why your business turned to a call center to help you manage customer service concerns.

It all comes down to experience and accuracy. When you call a company for assistance, which would you prefer? Speaking with an empathetic operator, or having your issue resolved on the first try? As our infographic shows, if you’re a call center operator, then 82% of the time, precision trumps empathy (which only scored 38% in terms of importance). With thousands of call centers across the world managing 70% of business telecom, it might interest you to know a bit more about how they work.

Take a closer look at everything you never knew you always wanted to know about call center services, and find out how many centers are located in your state! The way that customers interact with call centers changes on a daily basis. Fortunately, Specialty Answering Service makes outsourcing easy. So easy that you’ll never need to worry about the changing landscape of customer interaction or what communication channel to focus on. However business communication evolves, one thing that will never change is the need for exceptional outsourcing experiences for you and your customers.

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3 reasons why you need a small business call center.

Nick D. — Mon, 17 Jun 2013 22:25:37 +0000

I once heard a burgeoning entrepreneur compare the market for small business owners to the recording industry. “Imagine Taylor Swift,” he said; “she can crank out mega-hit after mega-hit because she’s got a team of people working together to help create her image, and her sound. They figure out all of the logistics and the marketing for her career.” Put simply, she has access to myriad resources that the average Joe does not.

“Now imagine me,” he continued. “I’m a talented singer, maybe even just as talented as Taylor Swift.” This point was debatable, but I humored him for the sake of his story. “Even if I pull together all of the resources to make a great song or album – I get the money, the band members, the studio time – even if I do all that, how do I get my foot in the door?”

While I still have a hard time picturing my lumbering, balding friend on-stage with Taylor Swift, there’s a lot of truth in what he said: small business owners are like independent musicians. Even with all the talent in the world, if they aren’t able to leverage the resources available to them, they don’t stand a chance competing with their big-business counterparts. So what’s the solution?

An absolutely critical element in taking your company to the next level is the small business call center. Nowadays, these providers do so much more than forward phone calls. Utilizing their services can often make the difference your business needs to break into the big-leagues. Here are three reasons why:

Constant brand representation 24/7.

Around-the-clock call centers are able to respond to messages, provide customer service and IT support, and answer inquiries 24 hours a day, 7 days a week. Due to the rotating cycle of call center agents, these companies can ensure that a live voice is there to respond to your customers whenever they need assistance.

The reliability of your brand will increase when clients see that you are always available. More importantly, working with a call center will save you time and energy, allowing you to devote more attention to only the most pressing issues facing your small business.

Small business call center outsourcing results in increased outgoing sales.

Picture this. An agent at the call center has just effortlessly helped a customer integrate one of your new products into their home; wouldn’t it be great if they could use this opportunity to market some of your new inventory? Well, now they can.

Call centers can help support and contribute to the work of your in-house team. By partnering with your sales department, these companies will help you to target more customers each day. With 24/7 live voice representation, call centers guarantee that customers are speaking to a real person, as opposed to an automated messaging service. Thanks to this personal touch, your sales are sure to increase.

Professional scheduling and customer service.

What’s more, call centers can manage the logistics of your small business. A group of highly trained, courteous representatives will tailor their services to meet the needs of your company. They can seamlessly adopt scheduling software and add new events directly to your calendar from messages that they receive. They can be quickly taught how to operate your business’ ordering software and begin processing incoming sales straightaway.

Most importantly, however, these individuals are sure to respond to any customer service situation with the utmost level of professionalism and respect. Whether calls come in during traditional business hours, or at two in the morning from a customer with an “urgent” request that “couldn’t wait,” call center agents will secure your company’s reputation and consistently impress your clients, any time of day.

To sum it all up, outsourcing some of the day-to-day affairs of your company is a surefire way to help your small business grow. By taking advantage of the live messaging service that call centers provide, you are taking an important step towards helping your business compete on a national and international playing field. If you want your business to rapidly transform from indie band to rock star status, start using a call center today.

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