Life of A Phone Lover

Call Center - Answering Service

Written by ImagesLab.net on Friday, August 22, 2008

Today's post is somewhat different from what I usually blog about. But still, it is something related to communication.

I believe everyone of us have got the experience of calling those toll-free number to various service providers, such as the credit card center to check on your statement/balance, or even calling your internet service provider to lodge a complaint on their services. Because you are not the only one calling them at the same time, have it ever cross your mind how they can take your call within 20-30 seconds?

After doing some research, I found that most call center have their own answering service. Some of them outsource the contract to an external company to run the entire call center. And yes, there are so many outsource companies out there.

So how does one company choose the right outsource company to run its call center? There are many points to begin with. For instance, does the company require a 24 hours answering service? Or do these companies require a custom design for their answering service system? After having all the software that is required, please do not forget that hardware such as computers, phones, headsets and video camera (if required) plays an equally complementary role too.

From what I understand, the most effective and efficient way of answering services is to have first call resolutions, which means avoid putting clients on hold, and most importantly staffs must have the right information/knowledge on hand or by fingertips. Observing the habit of "putting a smile in your voice", let the client feels that you are happy serving them.

So if anyone of you are looking for a great outsource company, do consider those elements that I've mentioned above.