At a recent networking event, Paperclip had the opportunity to present for fifteen minutes on call answering. Our Marketing Director, John Batty, explained how call answering works and the benefits it can deliver.
He then asked the audience a question:
Why does your business not currently use call answering services?
This article responds to the answers given. Some of the responses were very similar, so I have paraphrased them for the purpose of clarity.
Call answering isn't the problem, it's really about me: delegation and loss of control
Several responses focussed in on business owners’ reluctance to delegate (outsource). This was also linked to answers that talked about not wanting to ‘lose control’.
On the Paperclip website there is a page of testimonial videos of current Paperclip clients.
The first of these interviews is with Dean Thorpe whose business is Charles James Financial Planning:
In the video, Dean makes the following statement:
“I’ve said for a number of years, that the day I learnt to delegate was the day my business really started to grow”.
Paperclip’s business model is built on using outsourcing to access expertise and to keep the focus on the delivery of our core call answering and admin support services. I have shared my experience of outsourcing in an article titled:
Outsourcing; maximise the benefits, avoid the pitfalls
Effective delegation and outsourcing are based on trust. You have to have complete trust in the person or business to whom you are outsourcing. Trust is also a key factor in client retention.
The testimonials on the Paperclip website, our exceptional track record in client retention, and our Google Reviews all help to build trust with potential first time users of call answering services and give them the confidence to take the first step.
We know our customers better than anyone else
This, one would hope, is a truth for all businesses. This objection is, I believe, based on a misconception of call answering services.
Paperclip’s call answering services do not claim to replace your customer service and support; but, we do believe that our services would improve and strengthen the customer service you provide.
If you think about times when you have been ‘the customer’, there are few things that are more frustrating than having a question or problem and then phoning your supplier only to find that nobody picks up the phone. How many times do you try before you think about going somewhere else.
Paperclip’s call answering services ensure that all customer and prospect calls are answered. There is a lot of evidence that simply ‘being heard’ positively impacts customer experience.
Here is an article I have written on the psychology of ‘being heard‘.
You need to get to know me and my business to provide the level of services I require
Whilst it is possible to start taking messages for a new client almost immediately, the real value comes from building a strong relationship and truly understanding the clients’ (and I don’t really like this expression) ‘pain points’.
- What is it that has triggered an interest in telephone answering in the first instance?
- Can we resolve this issue for the client, and are there other areas where we can add value?
One of the challenges for Paperclip is to help both existing clients and future prospects understand the full scope of the support we can provide simply by answering the phone. This support could include:
- Answering FAQs.
- Taking payments
- Booking appointments, meetings
- Capturing requested data and entering it directly into your CRM or management system
- Outbound customer care calls
Here is a link to the Paperclip Services Guide 2024 which explains in more detail the scope of the services we provide.
Our services are too technical and experienced personnel are required to respond to customer questions
Paperclip provides call answering services for businesses in virtually every sector: financial, law, trades, healthcare, IT, care homes to name just a few.
Every Paperclip client has in-depth expertise in their specialist area. This is where they add value. In many cases they use Paperclip as a first-pass triage service to sort the ‘technical questions’ from the FAQ. When we surveyed call records, we found that when a question is asked as part of the call, over 85% of the time it is a question that the Paperclip team can answer from information provided by the client.
Let me ask you a question.
Are you getting the best from your technically experienced personnel by asking them to answer calls about opening times, travel directions and other FAQs?
We already have a receptionist
Experienced and skilled receptionists are worth their weight in gold to any business. Paperclip should know, we have a team of them!
Like all of us, receptionists are likely to be ill from time to time, go on holiday, eat lunch and take comfort breaks. Furthermore, as they become more experienced and skilled, the more they are asked to take on tasks which compromise their capacity to answer phone calls.
For many clients, Paperclip is the receptionist’s best friend. When they are unable to answer, the call is diverted to Paperclip. Our mission is not to replace receptionists – although we do provide a full reception desk service for some clients – but to help them provide service excellence.
As your business grows and call volumes rise, one receptionist may no longer be able to answer all calls. As this article explains, employing an additional receptionist is an expensive business. One option could be to use Paperclip until the time you are confident there is a sufficient call load to justify the employment costs of an additional receptionist.
Other reasons
There are, of course, other reasons given for not using call answering that were not raised at the networking event. For example: ‘We don’t use call answering because we never miss any calls’. You can find a summary of reasons in my article ‘Why doesn’t your business use call answering services?
Are you interested in trialling call answering?
If I have convinced you that it is worth trialling call answering for your business, please get in touch on 01246 418 181 or anne@paperclip.co.uk. We can arrange a free two-week trial, which will include a report showing call volumes over that time. Whether you decide to use call answering or not, this data is invaluable in ensuring you have adequate resources at peak call times.
You may also like:
Hi, I’m Anne Batty, Managing Director of Paperclip. I am passionate about customer service. I believe enduring relationships are built on being open, transparent and trustworthy.
I love questions. So, if you have a question relating to telephone answering – pricing, technical, scope and more – I would love to hear from you at anne@paperclip.co.uk or 01246 418181.
Paperclip’s clients enjoy working with us. I know you will too.