5. Features of Answering Services
Despite its name, answering services can provide much more than receiving your customers’ calls. Some of the features of these services are standard with certain partners, and others are valuable offerings that can supplement your basic services.
We live in the information age, but that doesn’t mean we always have access to it. An answering service’s web portal ensures that you have real-time access to all kinds of data that impact your business. Quickly discover how many calls you’ve received in a day or month. Learn when customers tend to call you most. Determine the nature of your prospects’ calls. It can all be at your fingertips through a dashboard or more comprehensive reporting.
An answering service platform can also empower you to retrieve messages, listen to recorded calls, manage scheduling, send messages to your team, view and update contact information and much more.
How you communicate with your answering service and retrieve messages can be incredibly flexible to your preferences. Your partner likely offers a number of methods to help you streamline how you and your team access messages, including:
Voicemail Service – a unified voicemail box that allows prospects to leave messages directly with individual team members
Communications Portal – give your team the ability to receive messages in their preferred method and access detailed information in a web portal
Automated Attendant Service – route calls to individual numbers using a dial-by-name directory
Secure Text Messaging – Messages can be simple exchanges of words or can include attachments or audio clips
How you communicate with your answering service and retrieve messages can be incredibly flexible to your preferences.
Sales teams, service companies and medical, law and financial practices all take advantage of appointment scheduling support. 24/7 appointment scheduling protects against the risk that a prospect or customer doesn’t go with your competitor simply because you couldn’t answer their call outside of your office hours. Answering service agents are ready to answer your calls and book appointments whenever you need them.
In addition, an online appointment scheduling app allows you to quickly view your appointments in real time and ensure that no customer is ever double-booked. Most importantly, answering services can handle appointment confirmations and reminders to minimize no-shows and keep the cash flowing.
Especially for service companies, emergency dispatch services ensure that you’re not bothered when working in the field, but connected to urgent calls when necessary. If a caller needs emergency service, you can have them connected to designated on-call personnel. Rather than interrupting your work for routine calls, emergency dispatching can escalate important calls and let you get back to the routine messages when your schedule allows.
Employee Reporting and Absence Management
Planned and unplanned employee absences are inevitable, as are the lost productivity and delayed timelines associated with them. But the greater communication and efficiency you have managing absences, the less they will impact your business.
With employee reporting and absence management services, your team has a single number to call, and agents can immediately report the absence to a shift supervisor. They can even make arrangements for a replacement on your behalf. Finally, you’ll have access to daily reports through a web portal or your communication method of choice.