Around-the-clock customer support is no longer an advantage. In today’s world of instant-access communications and commerce, it’s an expectation at the least. And in the case of industries like medical that must respond to urgent matters day or night, it’s a necessity. For this reason, many businesses across all industries rely on live call answering to keep up with 24/7 customer communications.
Residential homes and commercial businesses depend on utilities such as electricity, water, gas, and the internet to operate effectively, and those services require constant support and service.
As we explored in 2 Ways Utility Companies Can Save The Day (Or Night) With Good Communications, utility companies must have an efficient and effective way to communicate with their customers, regardless of the time of day or night, 365 days a year.
Unfortunately, however, all too many utility companies have earned a bad reputation for poor customer service. The top complaints are usually that customers can’t reach a live agent to report an outage or schedule service, or that they’re put on hold for long periods of time.
Electricity, water, and gas are utilities we rely on to always be available, and we quickly become alarmed when they’re not. When interruptions do occur, utility companies have their hands full trying to keep up with the influx of calls from frustrated or angry customers. Even when there aren’t interruptions, however, it’s still a challenge to manage the volume of customer calls regarding routine matters like paying bills or scheduling service calls.
Multitasking has been the rage for so long that it seems like the norm now. We answer calls and send texts or emails while conducting our usual day-to-day business activities, but somehow it doesn’t seem like we’ve become any more productive. If anything, most of us just feel more distracted, and there’s a good reason for that.
In fact, one study reports that we’re about 50% less productive when tackling two or more tasks at a time. Our brains are programmed to concentrate on one thing at a time, so rather than boosting our productivity, multitasking may actually be lowering it.
Finding the right answering service can relieve a great deal of time and stress from your work load. Yes, it’s true that answering services will ensure that you never miss a call again—or business opportunity—by promptly answering every call 24 hours a day, 7 days a week. But are you aware that some answering services can also help with many other tasks required to run your business?
Not all answering services are the same, that’s for sure. While any call center may claim to have the best services or prices, it’s ultimately the staff and receptionists that determine the caliber of an answering service.
Keeping your data safe and eliminating outside access to personally-identifying client or customer information is more important than ever. In today’s age of security concerns, every business needs to maintain privacy for their clients’ personal data. And if your business is in a medical or healthcare related field, protecting patient health information is extremely crucial.
It’s probably happened to all of us at some point. We research a service that we’ve been considering investing in, make a decision about which provider to hire, think we understand the terms and sign the contract, and then the first bill arrives. We wonder why in the world the charge is more than we understood it would be, and then we see the extra fees that are included—but which we weren’t aware of ahead of time.
The experience of being charged with hidden fees can leave us scrambling to decide how to either cover the expenses or protest the extra charges. Sometimes it’s not even so much the cost of the additional charges that are the problem, it’s the feeling of being deceived by a company you trusted to be forthright with the complete cost of a service you took the risk to invest in.
In the previous five posts, we’ve discussed what express messaging is, why it works for groups of all sorts such as towns and communities, colleges and universities, businesses, and organizations and how it is easy and efficient to use.
JoAnn Fussell, CFO and owner of Voice Link of Columbus, Inc., earned the 2017 Learning By Association Award from the Association of TeleServices International (ATSI). Founded in 1942, the Association of TeleServices International (ATSI) represents 350 of the most sophisticated TeleService agencies in the world.
The Learning By Association Sharing Award recognizes the many contributions members of the telecommunications industry make to one another on a daily basis. Recipients are well known within the community for their generosity of spirit in sharing the insight and knowledge they have gained over their years and for going above the call of duty for the benefit of the telecommunications industry.