Should businesses outsource their call answering?

Mike Page's picture
Authored by Mike Page
Posted Monday, September 30, 2019 - 6:19am

Statistics show that 52% of small businesses plan to outsource at least one business process in 2019. The apparent benefits of business outsourcing include increasing operational efficiency, boosting expertise and reducing costs. Answering calls is a crucial undertaking that requires immense courtesy. Reasonably, some businesses have resorted to outsourcing this function in an attempt to improve the handling of complaints in a timely manner and to enhance company-client interactions.  

Even as more companies seek to outsource call answering, some individuals still remain critical of their benefits. However, part of business success involves communicating clearly, effectively and warmly with customers. That’s why every business ought to consider outsourcing their call answering function to a reputable firm such as connect communications.

Here are 5 unique reasons why businesses should outsource their call answering:

Receiving expert services

Firms that provide call answering services have an assortment of professionals with vast knowledge and experience on effective communication. The staff who work within those firms are trained and licensed. Outsourcing your call answering function to such a firm will give you access to a team of capable support staff who know how to handle any inquiry they receive about your company. Better yet, you’ll only hire the firm whenever need arises, so you won’t require to pay them monthly salaries.

Improving client satisfaction

Customers are usually impressed by companies that offer impeccable service delivery. Outsourcing your call answering process gives you access to trained experts who have honed the art of empathy and personal engagement with clients. These professionals seek to create a great first impression with your customers by handling requests promptly and successfully. Consequently, your company’s customer satisfaction rate will improve.

Enhancing efficiency and productivity

Getting a reliable firm to handle all business calls on your behalf will allow you to focus on more important things. In addition, more resources will be freed up and channeled towards critical business functions. Since all your calls will be answered by an expert team, you’ll have more peace of mind knowing that customer requests and complaints are well taken care of. As a result, the huge client handling burden will be lifted off the shoulders of your staff, leading to increased efficiency and productivity at work.

Gaining access to costly equipment

As technology evolves, more sophisticated equipment are being designed to meet the ever-increasing demand in the corporate world. Today, many call answering service providers are utilizing advanced call-handling software and hardware to remain at par with technology. Such gadgetry is quite expensive and could cost an arm and a leg. By outsourcing your call answering function, you get access to such expensive systems that guarantee improved service delivery.

Boosting sales

The main objective of any profit-oriented business is to boost revenue and make profits. Outsourcing your phone answering niche will improve your lead generation strategy, since every potential customer will receive a personalized call reception and possibly buy your product/service when they receive world-class treatment from the outsourced call experts. In retrospect, customers feel disengaged when listening through dull voice recordings whenever they call any business.

The reasons discussed above indicate that it certainly helps when businesses outsource their call answering function.