How to Choose One Answering Service Vendor over Another
Ask if they offer live chat software as a complimentary service., Ask your top vendors if they can bundle their services, which makes it easier for you to coordinate a variety of tasks., While it’s a given that most answering call vendors will...
Step-by-Step Guide
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Step 1: Ask if they offer live chat software as a complimentary service.
Be sure to ask if the vendor will ensure that it will work every time you need to access it. -
Step 2: Ask your top vendors if they can bundle their services
For example, a vendor could roll the services of handling email, fax and live chat into a separate package that they add (for a discounted fee) to their core services of answering phones and relaying messages.
Or a vendor could offer handling all geographical areas instead of you having to break them up into separate contracts. , The right information can assist your business in identifying trends that can help you with product development and/or marketing campaigns. , Check to see if the vendor has a policy of hiring only those who work in an office and do not allow workers to answer your business calls at home.
For some industries this may be fine, but for most professional businesses, you do not want to worry that a home-based CSR will be distracted by a crying baby, a knock on the door from a neighbor or delivery person, etc.
The vendor will also be able to have more control over confidential records and social security and credit card numbers if their CSRs are supervised in a call center office. , These days some vendors offer a variety of languages they can translate including Spanish, French, Japanese, German and Chinese. -
Step 3: which makes it easier for you to coordinate a variety of tasks.
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Step 4: While it’s a given that most answering call vendors will normally offer the standard SLA reports that give information on first call resolutions and agent utilization
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Step 5: a value-service to ask for is if they can provide additional analytical services like finding out what question topics customers are asking the most about or providing other information that could provide meaningful insights that can help your company.
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Step 6: Not all vendors hire call center employees who work in a formal call center.
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Step 7: Lastly
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Step 8: some vendors will offer professional translation services that can be a nice add-on to their core answering call services.
Detailed Guide
Be sure to ask if the vendor will ensure that it will work every time you need to access it.
For example, a vendor could roll the services of handling email, fax and live chat into a separate package that they add (for a discounted fee) to their core services of answering phones and relaying messages.
Or a vendor could offer handling all geographical areas instead of you having to break them up into separate contracts. , The right information can assist your business in identifying trends that can help you with product development and/or marketing campaigns. , Check to see if the vendor has a policy of hiring only those who work in an office and do not allow workers to answer your business calls at home.
For some industries this may be fine, but for most professional businesses, you do not want to worry that a home-based CSR will be distracted by a crying baby, a knock on the door from a neighbor or delivery person, etc.
The vendor will also be able to have more control over confidential records and social security and credit card numbers if their CSRs are supervised in a call center office. , These days some vendors offer a variety of languages they can translate including Spanish, French, Japanese, German and Chinese.
About the Author
Melissa Kim
Specializes in breaking down complex lifestyle topics into simple steps.
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