ServiceFirst: Answering Service & Contact Center Blog

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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.

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 | 2017-04-30T16:17:34+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.

‘NO, I JUST WANT PRICING’ – On importance of educating potential clients

By | 2017-05-23T16:03:53+00:00 January 10th, 2017|Answering Services, ServiceFirst: Answering Service & Contact Center Blog|

Hiring a contact center means putting your current revenue stream and the ability to generate new revenue into the hands of complete strangers. Therefore, the importance of educating potential clients about answering service practices and capabilities is what makes our service shine above competitors.

Business Development Team: Creating the perfect balance between live operators & automation

By | 2017-05-24T09:40:52+00:00 December 28th, 2016|Answering Services, ServiceFirst: Answering Service & Contact Center Blog|

One of the most important roles of our Business Development Department is to ensure that all of our clients understand and utilize the innovative technology that AnswerFirst has to offer.

Answering Your Phones Slowly May Be Costing You Money

By | 2016-11-23T13:52:01+00:00 August 31st, 2016|ServiceFirst: Answering Service & Contact Center Blog|

Have you ever worked in a small office or department and heard the phone ringing and just hoped that someone else would get it? Or have you pretended to be extra busy when you heard the ring, so you wouldn’t have to stop what you’re doing to be disrupted by chasing down a random question? Well, surprise! If [...]

Finding the Right Medical Answering Service

By | 2016-12-02T21:30:17+00:00 August 24th, 2016|Answering Services, ServiceFirst: Answering Service & Contact Center Blog|

A Medical Answering Service is another name for answering services or virtual receptionists that specialize or are well accustom with medical offices. When you choose to hire a Medical Answering Service like AnswerFirst, you are employing the experience of an answering specialist familiar with the medical industry and its terminology. Most importantly, our etiquette and [...]