Nearly every business nowadays is affected by how customers experience their services and products. Calls or contact made by customers to seek resolution of their issues and how you respond can mean the difference between building or ruining your company’s reputation.
What Is A Call Answering Service & How Does It Impact Customer Experience?
In the simplest terms, a call answering service involves a company taking or answering calls for another company. There have been a variety of answering services as it evolved since the idea of outsourcing calls became the norm.
The desirability of having a person answer calls goes to show the importance of a human touch to these services that automated responses could never quite live up to. The reason being is that a person could understand better and therefore flexibly respond better, as well as sympathize with a customer or client.
Call Answering Service
The fundamental functions that a call answering service provides are:
- To relay calls that require immediate attention to on-call personnel, like in Taxi Dispatching;
- To screen calls after-hours for the purpose of protecting other personnel from non-urgent calls;
- To provide an off-site receptionist or secretary like that of a Virtual Assistant; and
- To handle excess traffic like that done by Call Centers and their Customer Service Representatives.
What Is A Contact Center?
A call center traditionally handles only live calls but as technology and consumer needs evolved, the contact center emerged as a new way of managing customer experience.
The primary difference lies in how a contact center uses multiple modes of communication or omnichannel service to provide support to customers.
How Multi-Channel Support Influences Customer Experience
Providing different channels of support in itself gives a business a better opportunity to gain positive customer experiences, as the customer can contact the center in the manner that they are most comfortable or familiar with. Multi-channel support usually refers to communications with: calls, chat, email, and social media.
How Do You Choose What’s Right For You?
If you’re new to outsourcing or looking for a new outsourcing company, you might be concerned about not just quality but also want to make sure that you’re partnering with the right kind of business and not some shady front that can up and abandon you in the middle of operations.
You can trust that Pac Biz takes care of clients as well as employees. Oftentimes, our agents score even higher than a client’s on-site contact team.
The Pac Biz Advantage
Your main advantage is that we help companies deliver exceptional customer experiences. You can rest easy knowing that Pac Biz has open lines of communication when working with you.
An account manager is assigned to you to help you with the process of onboarding the agents to your system, and can be contacted any time to address any concerns or ideas that you may have.
You won’t have to do mental gymnastics of what you’ll get, and there won’t be any confusion or hidden fees as Pac Biz will charge a flat monthly rate that covers everything.
Pac Biz provides a 30-day contract which incentivizes us to do better and keeps us on our feet — benefiting you in trying outsourcing without the onerous months-long exclusivity period that other companies lock you down to.
Pac Biz is unlike others that have disruptive high turnovers that leaves work quality uneven at best. Part of the Pac Biz Advantage in customer experience is how we invest in talent and take care of it.
