Confessions of a Call Center Operator
Posted by
Emily Land on Wed, Aug 17, 2011 @ 08:52 AM
If you stopped by to pick up some scandalous gossip or uncover a HIPAA violation I'm afraid you will be sadly disappointed. My goal with this series of posts is to give the business owner a glimpse into the telephone answering service world and offer insights and suggestions on how we can work together more effectively to our mutual benefit.
I started in this industry over 25 years ago and have seen many businesses, small and large come and go. I have also seen many grow and flourish. A critical key to the successful business is their willingness to communicate with the customer. A business that makes it easy for their customer to reach them, then keeps their customer informed and connected is a business that can ride out these difficult economic times.
Make sure you have a warm and friendly voice answering your business calls. An answering machine or voice mail is such a turn off to customers that you will be passed over and forgotten in an instant.
Don't ignore your after hours market. We live in a 24/7 world now. Not everyone can call your office between 9 and 5. Make sure your customer has access to your company at any hour.
Keep the customer in the loop. If there is a problem or delay it is much better to tell the customer early than to let them stew in confusion and unhappiness.
These guidelines are incredibly simple, but very important. Keep the lines of communication open and accessible so you don't make it difficult for your customer to get to you.