What Every Company Should Know About Having A Phone Answering Service Here In The United States
Phone answering services, from the after hours phone answering service to the answering services for small businesses, have become commonplace here in the United States – and for good reason too. After all, they are one of the most effective forms of customer service around, and most people actually prefer them to other forms of customer service, many of which can feel far too impersonal at the end of the day.
In fact, the data that has been gathered on the subject more than backs up this claim, showing that very nearly 80% of all customers here in the United States (around 79% of them, to be just a little bit more precise) actually prefer interacting with customer service representatives over the phone than in any other way. And as more than 90% of the population always has their phone – typically a smart phone, in today’s day and age – on hand, making these phone calls to something such as an after hours phone answering service has become easier than ever before.
And these answering services – the after hours phone answering service in particular – have become immensely useful for many places of business and across the board in many different industries. The after hours phone answering service, for instance, is ideal for medical facilities especially, as many of them (like family doctor’s offices) will close in the evening hours and over the weekends). When a medical facility has a doctor answering service – particularly an after hours phone answering service – patients can still call in and get medical advice, and potentially even avoid the emergency room, something that can be hugely ideal both in terms of time and money spent.
But for every after hours phone answering service and commercial answering service or business answering service in general, a number of considerations must be taken in order to be the best answering service possible. For instance, always having people to pick up the calls that come into such an after hours phone answering service is a must. This is due to the fact that up to 80% of all people – more than three quarters of them, as a matter of fact – who call in but get a voicemail will simply hang up. And while some of them will call back later on, certainly not all of them will, something that can reduce business quite dramatically in the grand scheme of things, especially if this is something that happens on a regular basis with the after hours phone answering service in question.
But this is certainly not the only consideration that must be made for the success of the typical after hours phone answering service here in the United States. For any given after hours phone service to be really and truly successful, it’s also important that the people answering it be able to connect with the callers on a deeper level. Scripted phone calls can be tempting to implement, but if they are too heavily scripted they can actually damage a customer service experience. After all, phone calls that are too heavily scripted are likely to be lacking severely in both empathy and emotion in general, something that is considered to be a must for many a successful customer service experience here in the United States.
Hiring competent customer service representatives is, as one might assume, very much another must for all after hours phone answering services. After all, customers calling in want their problems solved quickly above everything else, and hiring people that can help them to solve these problems quickly – and sometimes in unique ways – is essential to the success of any given customer service department out there, at least here in the United States. At the end of the day, there are so many reasons that answering services matter – and so many reasons that they have long been highly successful as a form of customer service all throughout this country and also considerably beyond it as well. For many people, this access to customer service is hugely reassuring in many ways.