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Jessica Brown, on Nov 17, 2016 10:52:43 AM
When you hear the words “call center,” does it immediately bring to mind endless rows of people chattering away on headsets? If so, you have a pretty accurate idea of what a call center is like. One thing associated with many call centers is an extremely high turnover rate. As a matter of fact, the average time a U.S. call center representative remains at one job is about three years.
Jessica Brown, on Nov 8, 2016 8:30:00 AM
The most important part of an HVAC company’s business is its customers. Specifically, customer acquisition and retention. Customer service is a huge part of that. The smaller the business, the more important each customer is to its survival, so it’s important to ensure your customers are happy after each and every interaction you have with them.
Jessica Brown, on Oct 31, 2016 9:45:17 AM
Call Handling Heroes® — Michelle Rowe and Irene Molina
Home health is not the easiest job (even in the best of circumstances), but problems can be exacerbated with new patients, unfamiliar surroundings and language barriers.
Jessica Brown, on Oct 20, 2016 8:30:00 AM
Answering services and call centers often talk about how they provide excellent customer service, but it doesn’t mean anything unless they can back it up. To show you how A Better Answer does things in the real world, here are 10 examples of fantastic customer service from our Call Handling Heroes®:
Jessica Brown, on Oct 6, 2016 2:34:45 PM
Our winner for this month's Call Handling Hero® is Eric! Our client's wife was in a car accident and he wanted us to reach out to the correct police department for him to report the emergency. Eric calmly patched our client through to the appropriate 911 department and even reconnected the call when they were disconnected.
Jessica Brown, on Oct 6, 2016 8:15:00 AM
Geography is an important factor to think about when outsourcing services for your business. For example, if your business is in the Dallas-Fort Worth Metroplex or surrounding area and you’re considering hiring an answering service, the company’s location may help determine if they’re the best fit. High touch is still highly valued, after all.
Jessica Brown, on Sep 21, 2016 8:00:00 AM
In the world of customer service and call centers, every single phone call is different. The person answering the phone must be prepared for a variety of personalities, challenges and temperaments when the call begins. An emergency call can be especially challenging if the call agent is not prepared. For medical practices and hospitals with regular emergency calls, having a medical answering service gracefully handling the situation is especially important.
Jessica Brown, on Sep 13, 2016 8:00:00 AM
They say that 10 percent of conflict is due to a difference in opinion; the other 90 percent is due to the wrong tone of voice. When it comes to your customers, this is definitely something to keep in mind, as your voice can determine the outcome of any call. Just as you can give a caller a high level of comfort, you can give a caller a high level of anxiety — all with just your voice.
Jessica Brown, on Sep 8, 2016 8:00:00 AM
Sometimes, people and companies use the terms "answering service" and "call center" interchangeably. In reality, they are very different. In order to help you decide which service is right for you, allow us to expand upon the differences between an answering service and a call center.
Jessica Brown, on Aug 30, 2016 8:00:00 AM
It’s a common question many business owners ask themselves: “Doesn’t getting the cheapest price give the best value to my business?” While we all want to save as much as we can, lower price doesn’t necessarily translate to more value in the answering service/call center industry. A successful businessman put it this way:
