Can using an answering service or contact center really increase your profits?
There is no absolute answer to this question. Depending on your business model and your specific business communication needs, a contact center might be able to lower your bottom line and increase profitability.
Here’s a closer look at the top four ways we typically are able to save our clients money and therefore, increase their profits.
1. Eliminate Employee Overhead
Hiring an answering service is far more affordable than hiring a full time receptionist to answer your phones. The average cost of hiring a receptionist is $29,000 a year. Add in last minute call outs, benefits, vacation and possible sick-time – the cost becomes even greater. Hiring an answering service to handle your incoming calls means you don’t have to worry about the liabilities associated with a full-time employee and the cost is less than a quarter of the price.
2. Increase Accessibility
While a full-time receptionist at your office is generally prepared to answer your important calls, he or she may also be on another call, at lunch, in the restroom or preoccupied with other office tasks. This situation can lead to missed calls and the possibility of missed opportunities like a new client or a lucrative new account. At AnswerFirst, 90% of all incoming calls are answered on an average of 3-4 rings, so you won’t miss another revenue generating call.
3. Build Reputation
Your business’ reputation is important to your success. The manner in which you handle customer issues and inquiries has a huge effect on the way people perceive your business. Answer your phones, return emails and do both of these things promptly – every day. If you can’t respond to your existing and potential clients promptly, then consider using a contact center as your front-line of communication. Stop sending clients to voice mail and don’t let their emails sit in your inbox for days or weeks without responses. Being accessible and handling all customer service issues in a professional and prompt manner are great ways to earn repeat business, acquire referrals and gain loyal customers.
4. Be Prepared for the Unexpected
Every year, due to weather events around the nation, there are always days and even weeks when people simply cannot get to work. When your receptionist, or any of your staff for that matter, cannot get to the office who’s going to handle your calls? Who is going to communicate with your clients? Who is answering inquiries from your web contact forms? With the use of a contact center, you never have to worry about the consequences of your employees not being able to get to the office. You also don’t have to worry about your internet or telephone going down because having a contact center on standby means you are going to continue receiving your business calls and emails. As long as our infrastructure is up and running, your business communications are being handled without interruption.
So, can an answering service or contact center make your business more profitable?
Contact me directly at 813-636-3975 for a free consultation.
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