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.

My Clients Need 24/7 Support

By | 2018-05-28T19:38:39+00:00 June 13th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

An IT company needed to offer their clients 24-hour support. With a few rotating on-call techs they embarked on offering this service. They soon discovered that their definition of emergency differed from their clients and found sleeping through the night a thing of the past. Often they were woken up with items that were impossible [...]

Scheduling Appointments Is Very Time Consuming

By | 2018-05-28T19:35:29+00:00 June 12th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

We received a call from a chiropractor in Maryland who is very organized and had been successfully growing his practice, without any office help, for over a year. Until one day he realized that his calendar was not reflecting the number of new clients to whom he was being referred. As it turns out his success had [...]

How Poor Customer Service Costs Your Business

By | 2018-05-28T19:20:44+00:00 June 10th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

The quality of customer service has been become increasingly bad over the past several years, but very few companies can actually afford to neglect it. Poor customer service hurts brands, especially young startups where every step counts. Scare off a few loyal customers and you could be in for a bumpy ride down. As much [...]

Why Customer Service Training is Essential for Your Employees

By | 2018-05-28T19:15:24+00:00 June 7th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

It only makes sense that 74% of people who have a good interaction with a company will still be customers a year later. And to the same effect, you'll lose over half of them if there's bad communication. While it's never too late to undergo customer service training, we highly recommend implementing that culture from the very [...]

I Get Calls But No One Leaves Voicemails

By | 2018-05-28T19:31:54+00:00 June 5th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

On a weekly basis we receive calls from insurance brokers, financial planners, and other professional service providers, who are using automated voicemail systems to gather messages, when they are working in the field and unavailable to answer their phone calls. Though diligent in returning calls when voicemails are left they become concerned when they see [...]

Using Social Media for Customer Service: A Complete Guide

By | 2018-05-28T19:11:29+00:00 June 3rd, 2018|ServiceFirst: Answering Service & Contact Center Blog|

Have you already taken the first steps to utilizing social media for your business? Opening accounts on the right social media sites and scheduling effective posts go a long way. However, there's so much more to social media than this. Many customers will go to your social media to voice comments and concerns, as well as [...]

I Can’t Get Off The Phone

By | 2018-05-28T19:31:07+00:00 June 1st, 2018|ServiceFirst: Answering Service & Contact Center Blog|

We recently received a phone call from an attorney in California who has a burgeoning law practice and is mapping for growth. While weighing the cost of hiring a receptionist and a legal assistant, the attorney was considering hiring a legal assistant that could also answer the phones. However, in reviewing her current and pending [...]

How Do Answering Services Work? A Complete Guide

By | 2018-05-28T19:07:47+00:00 May 31st, 2018|ServiceFirst: Answering Service & Contact Center Blog|

In 2016, over 2.7 million Americans worked in some form of customer service. It's a booming industry that is expected to grow by over 5% from now to 2026. This is because providing quality customer service to clients is an absolute must if you run a business. It's a prerequisite these days to provide answering services along [...]

I’m Missing Important Phone Calls

By | 2018-05-28T18:34:40+00:00 May 28th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

Summer arrived and a local HVAC owner had become overwhelmed due to years of being the on-call dispatcher for his own companies after-hours service calls. The knowledge that over 60% of his after-hours calls resulted in business deemed it imperative to have a live person answering his phones. He just could not be the one [...]

I Need More Than Just Message Taking

By | 2018-05-28T19:57:31+00:00 May 26th, 2018|ServiceFirst: Answering Service & Contact Center Blog|

We have a high-volume client for whom we initially took only basic messages. The client wanted to sample the service before determining how much more we might be able to handle. Within one week our operators started to notice that many of the callers were calling back, stating that this was their third or fourth call [...]