Don’t Throw Out the Baby with the Bath Water

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Recently, businesses have been moving to automated phone answering systems. Unfortunately, for both the customers and the business, they have been throwing the baby out with the bath water.

Remember this: Sending people to voicemail or an automated machine does not count as answering the phone.

Question: When you call a business and get an automated system or voicemail, what do you do next?

Until there’s an automated equivalent to a well trained, polite, human telephone receptionist, you need someone answering your phone. This is where MCS (managed communication services) come into play.

Maybe you receive a dozen phone calls a week. You want to make sure those calls are handled just as the caller needs. What does that take?

  • You could answer it yourself, but is that actually viable? How often are you in a situation where you’re not in a good place to answer calls? 
  • You could hire someone to answer those dozen calls at minimum wage ($15/hr + benefits, etc.), and train them. Then if they don’t work out – well, you can see that the cost and headaches keep growing.
  • You can make a professional sounding voicemail message that tries to answer all the information they could need and promises that you’ll get back to them soon. But, as a wise woman once said, “Ain’t nobody got time for that!” People will not listen. They will hang up. And the longer your message, the more annoyed they will be (assuming they don’t hang up immediately).
  • You could find an MCS (managed communication services) provider – a telephone answering service that does more than just answer the phone. You can hire them (us!) to be ready to answer your calls 24 hours a day, exactly as you need the phone answered, at a variable rate based on how much time they spend working

No more staffing, training, worrying, scheduling, and headaches. No more interrupted social time. No more late night phone calls that definitely could have waited until tomorrow.

Instead, you have peace of mind. Free time. Focus time. Clear data. And all while providing a better customer service experience at a price that makes sense.

Keep your customer service baby, and throw out inefficient or ineffective systems. Reach out today for a free consultation!

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