Why doesn’t your business use call answering services?
‘Why don’t you use telephone answering services?’ After asking business leaders that question for more than ten years, I hear the same five responses used time and again. In this blog, I am going to look at each of these five responses in some detail.
Call answering services are not right for all organisations. However, as business leaders, it is important we make decisions based on sound reasoning. For most businesses, despite the digital revolution, the telephone remains their most important sales and customer service tool. I hope this blog helps you review your business’ telephone ‘performance’ with greater clarity.
‘We never miss any calls’
The truth is we all miss calls, particularly on our mobile phones. The question is not whether calls are missed, it is what is the cost to your business of not capturing that call?
Paperclip’s systems, training and staffing patterns have been refined over the last decade with the sole purpose of answering all calls within 5-10 seconds. It is our raison d’etre! Even with our focus, skills and knowledge we occasionally miss our target.
We work with some really great businesses that are genuinely committed to customer service and capturing that sale. They typically have one or more receptionists. In the absence of the receptionist, they may use a hunt group or similar to get the call answered. When that fails the call comes through to Paperclip. The customers’ voice is heard.
You can read our blog on making the most of your phone system in these difficult times.
‘We have an answerphone and voicemail’
The truth is answerphones are not only dying, but they are also a liability. They shout, ‘we don’t care about our customers.’
There has been a lot of research on voicemail and answerphones. Depending on the type of business, it is generally recognised that 75% or more of callers that get through to an answerphone don’t leave a message. The figure is even higher for callers aged under 30. My children never leave a voicemail and, frustratingly, never listen to mine! In five years the answerphone may well follow the fax into obscurity.
John Brandon, writing on the website inc.com* summed up the problem with voicemails:
‘Voicemail is a false premise. I want to communicate information to you. The death of voicemail is not a technology shift. It’s a light-bulb moment on a grand scale.’
For those that do leave voicemails, here’s a chastening statistic from zoominfo.com: 90% of first-time voicemails are never returned!
‘I don’t want customers to know I use a call answering service’
Neither do I! As Managing Director of Paperclip, a successful call answering service (TAS) provider, one of my key selling messages is that Paperclip becomes part of your team.
Here’s how we do it:
– Every client signing up for TAS is provided with a number to which they divert incoming calls. The divert can either be immediate or delayed in order to give the client’s team the opportunity to capture the call.
– When a call is diverted the Paperclip operator’s screen ‘pops’ (displays) with the details of that client. Paperclip’s team members are therefore able to introduce themselves as ‘Good morning, Smiths Estate Agents’ or similar.
– The Paperclip operator deals with the content of the call in line with protocols agreed with the client during set-up.
– Specialist microphones are used to pick up the voice of the Paperclip operator and not ambient noise.
Your customers will never know you use a call answering service, but they will know that their call really is important to you because it has been answered – and not left interminably on hold!
‘All telephone answering service companies do is take messages’
Wrong, wrong and wrong again…although, to be fair, it’s partly our fault for using the term ‘telephone answering services’.
The reality is that the service we provide is determined by each client’s specific requirements.
Answering your customer’s call is simply the start of a journey. The journey can be taking a message and passing it on, but alternative destinations include answering FAQs, taking an order, diary management, or making a booking, reservation or appointment – directly into your back-office system if your systems will allow.
You can read our blog about booking and reservation services here: https://bit.ly/3bX5ipC
‘Call answering services are too expensive’
It’s important to know the difference between cost and value.
Telephone answering services are not free. However, analysing Paperclip’s call data for the past twelve months showed that the average cost per sales lead – i.e. a caller wanting to buy a product, book an appointment, make a reservation – was £6. How much would you be willing to pay for a sales lead?
For many of our clients, the value of telephone answering lies in customer retention – showing your customers you care – rather than customer acquisition. It really depends on the product or service you provide, and the sector you are in.
You can read our blog on the importance of customer experience here.
Contact Paperclip
Call answering services may not be right for your organisation. However, you’ll never know until you look into it more detail.
Contact my team at Paperclip today on 01246 418181 and get your questions answered.
We’re ready for your call.
You may also enjoy reading
- Why organisations choose telephone answering services
- Why Good Customer Experience Is Critical
- Would you benefit from using an external booking service?
- Simply answering these ten questions will help you get the right answer from your Telephone Answering Service
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.