A Better Answer Blog

Earlier this year, a UK based answering service conducted a research study on consumer perceptions of business call handling. According to the research, 55% of respondents stated that they would take their business away from companies that relied on call automation instead of a real person. Even more said that they would choose another business rather than speak through an automated call handler.

If your staff is too busy to answer calls, instead of automating, outsource your call handling.

Frustrated Customers Mean Lost Business

Research has shown that customers get frustrated with complicated menus or requests to leave messages. Automating your call handling is the equivalent of unhelpful customer service. Your customers and clients feel that they are truly being heard only when speaking to a human (with basic information) on the other end of the phone line. The UK study also showed that 63% of respondents said that they are willing to put off a resolution to their problem to later in the day if they’ve spoken to a real person who answered the phone quickly.

Automating your call answering can often cost more money than it saves because frustrated customers will look elsewhere to do business.

24/7 Availability

Because of the 24-hour per day availability of the Internet, TV, and other entertainment and services, many consumers are expecting the same of all organizations where they choose to do business. Customer requests and other business inquiries can come at any time of the day or night – no matter the hours you operate. If you can answer your customer’s question quickly, at any time, you have a customer that will probably continue to do business with you. Some automation can help, especially within websites and on social media, but beyond that, a phone call to your business may be the next step in problem resolution.

Call Handling Outsourcing

The message is clear. Your clients and customers want to do business with a real human and, if possible, with any time availability. As a business owner, this seems impossible unless you consider automation or outsourcing. “Press 1 for Customer Service” may frighten off potential business so outsourcing to highly-trained, always available call handlers will be worth the cost.

Many consumers still turn to the phone first to resolve an issue. Outsourcing your calls to a service with 24/7 availability of a real person who is caring and compassionate, and can answer basic questions is a necessity for your business and happy customers.