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Customer support is the foundation of every business. Without it, businesses cannot survive. If you use an answering service for your business calls, you want to ensure that your virtual receptionist knows what to say to which caller. This is called a script and depending on the circumstances of the interaction between the caller and the receptionist, the script must fit any situation that can arise during a phone conversation.

When signing up with an answering service, make sure that they provide great customer service and support. They represent you, and you want them to always put their best foot forward. Calls must be answered quickly and efficiently and your virtual receptionist should always be friendly, helpful, knowledgeable, and able to route your calls to the right person at the right time.

Envision Every Scenario Before They Happen

Discuss the types of calls you typically receive with your answering service agent. Will your callers be making appointments, ordering products, or leaving messages after hours? The more information your answering service has, the easier it will be to provide the right services to your callers. Let them know what kind of response they should have during business hours versus after hours, during the weekend, or in the case of an emergency. Find out if your calls are automatically transferred to the intended person or if that person receives a text or email to inform them that there is a message.

How often do you get your messages? When someone asks for you specifically, what is the correct response? How often do you get your messages? How much and what type of information should the caller be given? If the caller wants the name of the virtual receptionist, or asks if they are an answering service, what is the response you prefer?

Do you want the answering service to screen your calls? If so, what criteria should they use? How would you prefer the answering service receptionist handle irate customers? Ask about hold times. The longer a customer waits on hold, the more annoyed they become. The more annoyed your customers are, the less likely they will be to contact you again or become repeat customers. Some answering services offer a free trial to help you determine if the answering service fits your business needs.

Insta-Answer Knows What You Need is a U.S. based and privately owned company. We have been in business for over fifty years, have worked with thousands of businesses, and offer a free trial because we know our services are among the best in the country. We know what kind of voice services you need to make your business successful. Don’t trust any voice answering service to represent you. Trust Insta-Answer to provide superior quality customer service every time. Call at 888-356-8866 or email [email protected].

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Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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