ServiceFirst: Answering Service & Contact Center Blog

/ServiceFirst: Answering Service & Contact Center Blog

Our blog, ServiceFirst, features customer service tips, suggestions about how to configure your AnswerFirst account and topics relating to answering services and the answering service industry.

Benefits of Hiring An Answering Service for Your Business

By | 2017-09-14T16:31:17+00:00 August 28th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

Considering hiring an answering service or contact center to handle your business communications? Here are some great reasons to utilize a professional contact center for handling your business communication needs: Reduce Costs Are you trying to run a call center in-house or attempting to handle all of your inbound business communications (emails, phone calls, web [...]

Can Focusing on Average Handle Time Hurt Your Business?

By | 2017-09-14T16:03:51+00:00 July 28th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

What Is Average Handle Time? Average handle time is a metric for the average length of contact that a Customer Service Professional has with someone who has initiated communication with a contact center. It is one of the most commonly analyzed KPIs in the call center industry and frequently assessed when measuring efficiency. Average Handle [...]

Internet Marketers: Use An Answering Service to Avoid Missing Leads!

By | 2017-07-26T10:31:35+00:00 June 25th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

As a marketer, your time is likely split between marketing for other companies and your own. Like your clients’ sites, driving traffic to your own website is critical to keep your leads flowing smoothly and abundantly. Whether you are a local SEO agency, PPC advertising agency or business reputation management consultancy, leads are the lifeblood [...]

Are You Using Scheduling Software That’s Convenient for Your Clients?

By | 2017-05-31T11:16:16+00:00 May 28th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

From chiropractors to pest control services, there are many businesses that depend on appointment scheduling as part of their business models. Fortunately, there are a lot of options for how appointments can be scheduled including phone apps, office productivity software, CRM solutions and online scheduling solutions. When selecting a solution that’s right for your business [...]

How Perfect Customer Service Means Being Personable

By | 2017-05-07T14:28:00+00:00 April 20th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

Everyone has experienced lackluster customer service at least once; whether it be while inquiring about something or voicing an issue. In a recent study by the Forester Customer Support Experience Index, only 37% of businesses received a great score. How about the rest of the businesses? The remaining 63% only received an "OK" to "very poor" [...]

How Does Call Patching Work?

By | 2017-08-13T22:27:38+00:00 April 15th, 2017|Answering Services, ServiceFirst: Answering Service & Contact Center Blog|

Call patching (also known as "live transfer" or "warm transfer") is a common way for an answering service to hand clients their calls. There are three ways to do call patching with our answering service: Using Your PBX (addressed in a previous blog) Regular Patch Blind Patch Regular patching is when a Customer Service Professional [...]

Costly Mistakes Law Firms Make Managing Their Inbound Phone Calls

By | 2017-05-07T14:17:06+00:00 April 14th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

Most attorneys invest a great deal of money in advertising to keep their phones ringing. In most legal fields, potential clients call lawyers and law offices at any time of day or night, weekends and holidays, because legal issues often demand attention outside of normal business hours. When attorneys don't make themselves available, potential new [...]

Timely Customer Service

By | 2017-05-07T14:00:11+00:00 April 11th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

Whether answering the phone or responding to email inquiries, in today's fast paced business climate, failure to respond to customer inquiries in a timely fashion, could be the difference between success and failure. Your customers don't want to wait days or even hours for responses to their questions or help with their problems and, in most cases, [...]

I Was Using My Answering Service Incorrectly

By | 2017-03-10T09:36:52+00:00 February 20th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

I am a real estate investor and I’m frequently overwhelmed with business phone calls. Since missing phone calls was costing me business, I decided I needed to hire an answering service. However, I wanted a service that could do more than just answer my calls, I also wanted them to gather some information from my [...]

Customer Experience: Digital Integration and ‘Responsibility to Respond’

By | 2017-05-23T15:48:07+00:00 January 11th, 2017|ServiceFirst: Answering Service & Contact Center Blog|

The customer experience was determined paramount to the business success more than 10 years ago by Don Peppers and Martha Rogers.