It was a good decision — but your work isn’t done yet.
Phone answering services are the best, ideal way of dealing with customer requests and making them loyal to your brand. You did a great job partnering with one — but if you think your work is finished — you’re wrong.
You see, not all phone answering services are the same. So, if you didn’t thoroughly check the credibility of the service you’ve hired beforehand, you will need to perform an evaluation to figure out whether you’re getting the desired results. Furthermore, you also need to figure out what to do with the time your staff has saved by outsourcing the customer support service.
In this article, we talk about what comes next. We discuss how you can figure out whether your newly-hired phone answering service is producing the desired results.
Let’s dive in.
Evaluate the quality of the service
The first thing to find out is whether the answering service is producing the expected results for your cause. You see, there’s a slight chance you’ve partnered with a substandard phone answering service if you didn’t pay attention to their past work beforehand.
Now’s the time to figure out whether the service can or is producing the desired results for you.
Perform evaluations to see whether your customers are getting satisfied or not. To do that, take feedback from your customers after every interaction..
If the customer feedback index shows a positive value, it’s a good sign that the phone answering service is doing great for you. On the other hand, if the feedback says otherwise, it’s not a good sign and the answering service may be performing underwhelmingly.
You also need to identify why the performance is not on par. If it’s because of a bottleneck, you can try to remove it to improve the performance. However, if the performance is lacking because of the service’s substandard performance, it’s better to end your contract and look for another service that speaks quality.
Allocate the saved money to important projects
Hiring a phone answering service may feel like an expensive decision at first, but it eventually saves you a lot of funds in the long run.
When you start harnessing the perks of the phone answering service and begin to save money, you must figure out where to spend the saved resources then.
In most cases, it’s better to allocate the resources to other, profitable projects that may drive the success of your business.
If you’re not accustomed to having such an amount of free time, you may have to make a few adaptations to figure out what you’re going to do with the saved time. After you’ve figured that out, double-check to see whether the area you’re going to invest the saved time in, is actually worth it. It’s important to make sure you’re making good use of the saved time — otherwise, you won’t harness any benefits.
Find out what to do with the staff with free time now
When you’re letting an outside firm take care of your phone answering job, your staff is going to have a lot of free time in their hands. The tasks which your staff used to do, are now handled by other experts.
If you haven’t figured it out already, it’s time to calculate what to do with the staff that has a lot of free time now. You can either allocate the staff members to other departments where they can work — or you can get rid of excess talent to save on payrolls.
In any case, it’s essential to find out whether the free staff is worth keeping within your organization. If yes, then where should they be deployed to make the most out of their expertise.
The bottom line
Phone answering services have tons of benefits for your organization. However, you have to figure out how you’re going to leverage the benefits of your phone answering service to the fullest.
This article talks about some of the most important things you must do right after you’ve partnered with a phone answering service.
