Answering Phone Service for Business
Customer service is an important part of your business, but answering the phones in-house can prove too time consuming and cost-prohibitive. In that case, outsourced answering services offer an affordable solution that frees up your staff to focus on other tasks.Phone continues to be the main communication channel for most businesses.
According to Deloitte's 2017 Global Contact Center Survey, 64 percent of contacts are made via phone. However, when it comes to calling customer service, no one likes waiting on the phone. A 2017 study of U.S. consumers conducted by Arise Virtual Solutions found that nearly two-thirds of the 1,500 people polled said they would only wait on hold for two minutes before hanging up. When choosing an answering service, average wait time is an important factor to consider.Other channels are also popular points of contact, including email, chat and social media.Alternate communication channels are likely to continue growing in popularity, so many answering services manage these channels as well. Some companies have even rebranded themselves as "contact centers" to better reflect the scope of the services they provide.Although typically more expensive than international companies, most businesses prefer U.S.-based answering services, because customers find it easier to resolve issues, especially complex ones, when there isn't a language barrier. Talkdesk cites a study by the CFI Group that found customer service issues were resolved 88 percent of the time when callers could clearly understand customer service agents, and only 45 percent of the time when the caller had difficulty understanding the agent. For this reason, most companies have agents on staff that fluently speak Spanish and other languages.
Answering services can serve as the first point of contact between your customers and your business. They will handle incoming customer service calls, and many offer appointment setting and order processing services. These services are typically less broad than call center services, but can often delve deeper into the specifics of your business and offer personalized, niche services. Many focus on specific industries and maintain the expertise required to operate in highly regulated verticals, such as the healthcare industry.We want to help you choose the answering service that's the best fit for your business. Specialty Answering Service, PCMSI, Answer Connect, and BPO American are our best picks. These companies are U.S.-based and provide nationwide answering services for businesses in multiple industries. Here are some of the answering services we reviewed, along with a list of best picks for a variety of different needs.
25 Years of Friendly Service We have used Apollo for over 25 years. The receptionist answering are always pleasant, and notify me quickly about urgent service calls. We continue to use them year after year because of the excellent service. Should have been with us since the beginning Apollo is a business saver! You guys should have been part of our organization since the beginning.Now our clients can communicate with real people as opposite to voice mail. Clients love talking with real people, who are patient and caring and able to listen to their concerns.
This streamlines our operation, and keeps things running smoothly. Clear & Correct Messages My previous answering service was making too many mistakes, my messages contained numerous errors. My customer's names were misspelled and I was getting incorrect phone numbers. I was losing business, and knew I had to make a change. I researched answering services in Houston and was instantly attracted to Apollo because of all their customer reviews. After partnering Apollo I have been impressed with their performance. My messages are always clear and correct. Often my customers, don't even know their receptionists are not sitting right in my office. I would definitely recommend Apollo Answering Service. Scott Jones H & J Electric Company Nicole Wilson White Accommodative Health Care Rick Ellis Ranger Termite & Pest Control
25 Years of Friendly Service We have used Apollo for over 25 years. The receptionist answering are always pleasant, and notify me quickly about urgent service calls. We continue to use them year after year because of the excellent service. Should have been with us since the beginning Apollo is a business saver! You guys should have been part of our organization since the beginning.Now our clients can communicate with real people as opposite to voice mail. Clients love talking with real people, who are patient and caring and able to listen to their concerns. This streamlines our operation, and keeps things running smoothly. Clear & Correct Messages My previous answering service was making too many mistakes, my messages contained numerous errors. My customer's names were misspelled and I was getting incorrect phone numbers. I was losing business, and knew I had to make a change. I researched answering services in Houston and was instantly attracted to Apollo because of all their customer reviews. After partnering Apollo I have been impressed with their performance. My messages are always clear and correct. Often my customers, don't even know their receptionists are not sitting right in my office. I would definitely recommend Apollo Answering Service.
We selected Specialty Answering Service as the best overall answering service because it offers a high number of flexible pricing plans and a strong selection of services bolstered by superb customer service. Specialty Answering Service is bilingual, offering agents who speak both English and Spanish, although bilingual services cost an extra fee of $10 per month. Specialty Answering Service also works within more than two dozen specific industries, including the healthcare industry, where it maintains HIPAA compliant practices.
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