Construction by nature, is an industrial business that comes with noise and interference on the job that affects the quality of phone conversations. Contractors of any size know how difficult it can be to answer calls and listen to clients on busy job sites. If you’re having a hard time hearing your caller, they are having a hard time hearing you as well. That is, if they can actually get someone at all. When you’re unable to answer the phone, you are losing valuable potential leads. These factors lead to highly dissatisfactory encounters with your construction business. A recent survey determined that, “only 21% of clients reported being satisfied by phone interactions with construction professionals.” This figure leaves significant room for improvement. Maintaining a stellar first impression is one of the keys to gaining clientele that might otherwise seek out one of your competitors. Construction leads are valuable calls that need to be picked up every time. With that being said, your service line should be available to your clients 24/7. This allows you to close the call in your company’s favor. Havinga designated individual to oversee calls can improve your client experience. However, the best way to guarantee consistent, high-quality phone conversations is through a construction answering service.
Increase Professionalism with Consistent Phone Etiquette
Whenever you receive a call to your business, your line should be accessible and answered every time by a friendly voice. More than 70% of callers are dissatisfied with their contractor encounter over the phone. Busy contractors and their representatives can make seemingly unimportant errors when answering the phone; this drastically contributes to caller dissatisfaction. A construction answering service allows you to improve your image, while impacting the overall satisfaction of client interactions. Every call that comes through your business line is answered within 30 seconds, by a live person, every time. More importantly, live answering service agents are well versed in proper call techniques and your individual protocols. These call specialists can assist your potential clients and returning regulars alike. A study detailing why clients left their current contractor found that more than 40% of the responding customers stated they parted ways because of how they were treated by the business. You value your clients, and it is important to make sure that your phone etiquette reflects this. Making a good first impression is imperative when establishing first contact with a potential client. In the construction industry a first impression is even more important. Especially when you consider the lost clients due to no answers, the difficulty of managing phone calls on job sites, and the amount of time spent attracting new leads. Your Responsive Answering Service ensures a high level of integrity and phone etiquette, through complex training and consistent improvement metrics. This helps guarantee that any hot job leads are taken seriously and managed with urgency to garner continued business. Every agent is able to consistently answer your business line with a smile. This helps your company put its best foot forward on client interactions.
Enhance Efficiency through Expert Call Handling
Along with a great first impression, expert call handling is essential to impressing and gaining returning clientele. When you choose a responsive construction answering service, you gain immediate access to highly qualified call specialists. These experts have the ability to maintain professionalism in emergency situations, handle client complaints with care, and give every call a personal touch. This lets your consumers know you’re not just another construction company. Any caller’s concern can be addressed in mere minutes, with a friendly and conversational tone. Answering service agents have the capability to recognize caller requests in an instant and take down only the important information you need. In addition to leading the conversations with agreed upon questions and supporting a positive tone throughout the client interaction, from greeting to closing. Service with a smile isn’t just about face-to-face customer interactions. A great way to maintain a positive demeanor is by maintaining a pleasant tone throughout any call, including on your personal line. This sets you apart from your competitors, and you no longer have to constantly check your phone for important calls. Anytime your answering service reaches out to you will be for agreed upon scenarios that help you and your clients. That way, you have a hand in the calls you’d like to be a part of, while your clients get a world-class call experience that can’t be beaten by an automated attendant or voicemail.
Grow with Your Construction Answering Service
Let’s talk about growth. To a construction business, growth is exciting and important for reaching new client bases while staying ahead of the competition. Luckily, a construction answering service has the potential to provide scalability when it comes to your service account. This refers to the capability of scaling your service level up or down in response to call volume. For example, during the summer months you may see an increase in calls for new projects and additions. Your answering service can handle any number of calls that come through, so no calls are left behind. The same occurs during the winter months, including over the holidays. Thankfully, you can rely on your answering service team and contact to work together to accommodate your account’s individual needs. Do you have an in-house office phone? The answering service also has the ability to answer overflow calls. So, your in-house staff can take much needed breaks and your clients can still reach your business during off hours. Larger contractors and parent companies can benefit from an answering service just as easily as small businesses can. Call volumes of any size are easily accommodated. This allows you to grow your business indefinitely and keep your responsive answering service throughout your years as a construction contractor, small business owner, CEO, or major conglomerate.
Never Miss Another Call
One of the major benefits of employing a construction answering service is the ability to have someone answer your business phone 24/7. This frees up so much time in your life to handle other business matters and spend more time with your family. We all lead increasingly busy lives, and we know some individuals are unable to reach out to you during working hours. Having an after-hours answering service allows you to grab those underappreciated client bases. When there is someone ready to answer your phone at any time of the day or night, this gives you the opportunity to take your business to the next level. Highly capable individuals support an unmatched degree of professionalism on every call, whether that is at 7:00 am or 9:00 pm, and anytime in between. Some of the busiest times for a construction contractor are between 7:00 am and 9:00 am, as well as from 3:30 pm to 5:30 pm. These are the time periods where you’re most likely to receive more calls than you can handle on your own. It is vital to your business that all of those calls are answered. Thankfully, there are options available through the answering service that allows you to decide how these time periods are managed. Regardless of if you’d like all calls taken, only routine calls taken, or urgent calls patched directly to you. The options are practically endless and are all decided based on your specifications. When you work with an answering service to maintain your construction business’s image and clients, you are guaranteed to never miss important calls again. Your answering service is never late, out sick, on vacation, or at lunch; there is always someone available to answer important business calls. The construction industry in North America as a whole has been faced with increasing costs, regulations, and concerns about workforce potential. Overall, the projections reflect an increase in residential projects and larger, more environmentally friendly jobs for big corporations. This projected growth combined with the low industry customer satisfaction rate, are great reasons to employ a construction answering service provider. An answering service allows you to take advantage of all the wonderful benefits they provide. This may include, bilingual agents, overnight call capabilities, emergency protocols, personalized account materials, and many others. These are only a few of the things an answering service could do for your construction business as you expand and find your niche. With so much room for improvement when it comes to customer service interactions in the construction sector, an answering service could be the missing piece. If you trust your answering service team to be an extension of your home office and business, rest assured they take the job very seriously. Choosing an answering service to fit your needs is a big step in taking control of your business and taking care of your client base. Call handling is a large part of your business. Making sure that everyone who answers your phone is trained and utilizing specific parameters is a full-time job. Luckily, construction answering service experts are available to manage your call handling procedures down to the last detail. This occurs throughout the day and night to ensure your account and clients are being treated with the utmost respect and care. Therefore, improving your construction company’s client experience.
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