Posted & in Customer Service.

How to Successfully Manage Live in-Bound Calls

Your customer service call center is vital to the success of your business. It’s often the first impression that many customers receive of how your company operates, so it is essential that your team of call center professionals properly manage all calls and call flow.

In order to manage calls, you will need to have information about their nature. This can be achieved by keeping careful records of current incoming calls, who is on those calls, the types of calls waiting in the queue, dropped calls, and missed calls. When you take a close look at this type of information, you will be able to determine if your employees are properly handling calls and see which employees are most proficient, and which ones need more training.

This information also allows you to use research tools to diagnose and resolve call issues, as well as project future business growth. It can also show you missed opportunities for business growth and customer retention.

For example, you may not be equipped to accommodate your customers’ needs on a 24/7 basis if your call center is only operating during one time zone’s traditional business hours. However, you would likely have more business and more satisfied customers if you were able to do so. You also may not have the ability to capture the business lost in missed calls, which are essentially lost opportunities to connect with customers and potential customers.

Some customers and prospects will appreciate a customer service offering in Spanish. There are more than 52 million Spanish speakers living in the United States. With that number expected to increase to 140 million by 2050, according to US Census Bureau data, this may be a competitive edge for your business.

All of these opportunities for growth will likely be missed if your call system and call flow cannot address them. This is one reason why many business owners opt for a highly-skilled live answering service rather than attempting to manage their own call centers while running their business.

Responsive Answering Service provides professional, live representatives who are highly-trained to operate as extensions to your established business team. Through their service you will have access to all of the essential call metrics necessary to create a strategy for your business, so you can keep growing the company. Your operators will work 24 hours a day, 7 days a week to make sure that you never miss an important call.

With more than 35 years of providing telephone answering and dispatch services, we offer bilingual answering capability, virtual receptionist services, call screening and forwarding, online faxing, and emergency dispatch. Contact Responsive Answering Service now to find out how we can help your business grow and make certain that you never miss a call.