How Answering Service Is Much More Than Just Customer Service Customer service departments wear a lot of hats.  At Responsive Answering Service, our customer service department manages dispatches, books appointments, handles customer retention and often answers a variety of questions.   This saves you money and training time.  Using your specific business procedures, our professional answering services staff is highly trained to handle a wide range of calls, regardless of the topic and product. In 2017, they received three Awards of Excellence from The Association of TeleServices International (ATSI). Using the right professional answering service’s staff of highly trained and skilled agents gives you all the benefits of in-house customer service without the time constraints and the extra staffing cost.

Less Transferring, More Answering

One of the most complicated and consuming events that can happen during a customer service call is a transfer. When a customer calls in to your business to solve a problem and the agent they speak to is not able to provide a first time resolution, they may end up transferring the call to someone who can handle it, and along the way is usually put on hold.  When customers complete surveys following a customer service call, being transferred is often listed as one of the most frustrating parts of the call. With an answering service, you can rest assured that your customers will not need to be transferred around to receive an answer. Our agents are trained to handle a wide range of calls rather than only a specific type.

Keep the Lines Open

For smaller businesses, placing customers on hold is sometimes a necessary evil. The longer a customer is placed on hold, the more frustrated or upset they will become. During higher volume times, your customers can sit on hold for several minutes. Answering Services staff increases during peak call times so there are enough agents to keep the calls handled as they come in, minimizing call abandonment and reducing frustration for your customers.

More than Customer Service

Answering services bring a lot to the table for businesses. Agents are trained to handle calls that include simple requests and actions but also, difficult ones such as complaints or cancellations. Agents can discuss the customer’s needs with them and get to a place where they can troubleshoot the pain points the customer may be experiencing to help them see the benefit in staying with the business rather than cancelling. Answering services, such as Responsive Answering Service, offer businesses the flexibility needed to maintain a quality relationship with their customers. For more information about Responsive Answering Services strategies for meeting your customer service needs, contact us today.
George Otte

George Otte

George Otte is an entrepreneur with over 20 years of experience in tech support, fulfillment, and answering service management. His leadership and vision help us provide the best possible support, because he knows how vital it is for the continued success of your business. Responsive Answering Service launched in 2012, with George fulfilling the role of CEO to provide professional contact center and answering services for medical, legal, and various service industries, with the intent to best fit the needs of our clients and their respective fields.

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INSIGHTS FROM SATISFIED CLIENTS

Jennifer Ashner

JENNIFER ASHNER

Compliance and quality director chartwell home infusion and specialty pharmacy

5 star rating

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.

“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.

The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”

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We prioritize your needs and are always ready to help. Whether you have questions, require support, or want to share feedback, our dedicated team is here for you.