It's 2021 and websites are supporting an increasingly large amount of the sales process for brands. When a customer or prospect uses the phone to contact your business, they are looking for answers that they couldn't find online. And whoever answers the phone for your business might be the first and only point of human contact that they have with your company.

Rarely are we ever prepared for natural disasters. Their devastation is product of their unpredictability. Should we have more advanced notice before a disaster strikes, perhaps we’d all be better equipped to face its impending realities. But mother nature offers no such luck, and many businesses suffer pains that could have been prevented. Hurricanes Irma, Harvey, and Jose left $150 billion in damages, and many small business owners are still wondering how to rebuild.

In our post '4 Key Benefits to Call Recording' we wrote about the value answering services provide when they record all their calls. Call recording provides a great means for dispute resolution, information verification, and quality assurance. Call recording systems are 100% digital making it easy to record, store, and share phone conversations.

We've all had it happen to us, a customer or patient who is a no-show. Chances are that this unfortunate occurrence is a result of your customer's hectic schedule or quite possible it just slipped their mind. Either way, it's not good and you just lost money as a result. An easy way to help prevent this from happening again is to start using an appointment reminder service. 

I was meeting with a new customer the other day and I asked them to share with me the reasons that they chose our service and why they decided to leave their previous provider. Their answer is one that I (surprisingly) hear often. The previous provider would frequently take days to return their calls, sometimes not returning their calls at all! This is amazing to me!

Recently Ambs Call Center implemented a quarterly customer survey that is sent via email which provides us with a service quality ranking known as ‘Net Promoter Score’. We learned of this measurement tool at a recent strategic planning session with Verne Harnish, author of ‘Mastering the Rockefeller Habits’, a book that I highly recommend. There are only two questions on the survey which helps with the response rate.