At a recent marketing event, we were tasked with considering call answering services and writing down our USPs (Unique Selling Points); those aspects of our business that differentiate us from competitors and lead to new customers choosing call answering to contact Paperclip rather than an alternative supplier.
The USP exercise got me thinking. In particular, the onus placed on ‘unique’ in the USP acronym. Although we are exceptionally proud of the services we deliver, the skills and professionalism of our team, and the culture we have created, are these factors truly unique to Paperclip?
Thinking through conversations I have had with clients over the years, I identified nine or ten different reasons given by these clients for choosing to work with Paperclip. Many of these reasons are intangible, hard to define and even harder to measure. Furthermore, it was rare for a single reason to stand out, it was typically a ‘portfolio’ of two or three reasons given, and the selection was based on the unique – and here ‘unique’ is valid – requirements and context of the customer.
From this exercise, I have started to build the Paperclip portfolio model of service differentiation.
I have listed below the portfolio of differentiators I identified.
Which combination of these reasons would resonate with you if your business was looking for call answering services?
Longevity, stability, resilience
In a marketplace such as call answering services where barriers to entry are low, businesses tend to come and go.
Paperclip, however, was founded in 2008 and has continued to grow and evolve whilst remaining true to its core offering of call answering services. Furthermore, since it was established, Paperclip has proven its stability and resilience surviving the 2008-2009 financial crisis, the pandemic and the recession at the end of 2023.
Professional, tailored, affordable
This is the Paperclip service mantra. Call answering services are delivered by trained call handlers, tailored to the specific needs of each client, and provided at competitive rates.
Trust and transparency
The Paperclip website hosts a free-to-use quotation generator which allows businesses to obtain an accurate estimate of the monthly cost to them of call answering services. Our pricing model is transparent and visible. You only pay for the minutes you use.
Furthermore, all Paperclip clients enjoy 30-day rolling monthly contract terms. There is no pressure to sign up for a year; no ‘call bundling’; no hidden charges.
The ‘trust and transparency’ even extends to our marketing strategy where we strive to follow the TAYA (They Ask You Answer – Marcus Sheridan) approach to marketing communications.
Accessible and approachable
Paperclip clients have direct access to Paperclip’s leadership team. Monthly client care calls give clients the opportunity to have their voices heard, to discuss any questions they may have, and to share their strategies and plans. Paperclip is a facilitator; we work in tandem with our clients to help them achieve their goals.
Speed and agility
Paperclip’s flat structure means we respond quickly and effectively to client requests and changes to their instructions.
People, people, people
Paperclip operates an outcomes-based call answering model: we do not use scripts. Conversations are ‘real’ and deal directly with the concerns of the caller. The goal of our call answering team is to achieve the call outcomes desire by the client. These outcomes could simple be taking a message, or booking and appointment, taking a payment or more.
Quality of call answering services
As mentioned earlier, ‘professionalism’ is part of the Paperclip service mantra. This service quality and professionalism is built on a rigorous training programme for new starters with ongoing training for team members as they progress.
Diversity
The training programme referred to above includes modules on mental health, dementia/Alzheimer’s and depression. These modules help Paperclip team members deal effectively with calls from a wide range of personas.
Integration and 'real time'
Paperclip team members are often able to enter data directly into a client’s management systems in real time. For example, appointment management for healthcare specialists; booking viewings for estate agents; issuing and following up quotes for tradespeople.
Understanding the specifics
Since 2008, Paperclip has developed expertise and brand awareness in several specialist sectors which sets it apart from other call answering service providers:
- Allied healthcare practices e.g. physiotherapy, osteopathy, podiatry
- Law firms
- IT support companies
- Trades – electricians, plumbers, roofers, central heating
Next steps...let's talk
If these Paperclip differentiators resonate with you and the challenges and opportunities your business is facing, then maybe it would be worth having a conversation.
You can call me on: 01246 418 181
or email me at louise@paperclip.co.uk.
Hi, I’m Louise Bellwood, Director at Paperclip. I am responsible for delivering Paperclip’s customer service and growth strategies for 2024 and beyond, I am a crusader for the benefits call answering can deliver for organisations of all kinds; customer service, sales generation, customer retention and more. If you have a question about call answering – pricing, set-up, benefits – I would love to hear from you at louise@paperclip.co.uk or 01246 418 181.