Customer Satisfaction Archives - TOUCH COMMUNICATIONS

When you hire a call answering service to represent your business, it is important to make sure your customers get the treatment that they want and deserve – after all, it’s your company reputation that is on the line. At TOUCH Communications, our call service representatives (CSRs) understand what customers wish more businesses knew about them:

Happy Customer on Phone

Good service is better than fast service

Yes, when people call into our call centre, it is important that they are served in a timely manner, but our CSRs know that it is better to take a little extra time to make sure the client gets all the information they need and doesn’t feel rushed on the call.

Your customers want personalization

Customers value personalization a lot. That’s one of the reasons that TOUCH Communications’ CSRs will go the extra mile to make them feel valued.

Customers want you to remember their name

People love to hear the sound of their own name which is why our CSRs call them by name after they’ve identified themselves.

When customers are given a pleasant surprise, it means positive word of mouth for your business

Many customers calling into your business for the first time may expect to be greeting with voicemail or have lengthy on-hold times. They are often surprised to be greeting by a friendly voice even in what would normally be considered off hours.

You don’t need to spend a lot of money to create goodwill with your customers

It is often the little things that customers remember – and talk about. Some business people send out birthday cards to their clients or give little bonuses when someone makes a purchase. In the call answering world, a goodwill gesture could be something as simple as making sure the caller gets through to exactly the right person in your company that will be able to help them.

Customers love a good story

One of the best ways to build your brand is through storytelling. At TOUCH, we work with you to develop effective scripts for our CSRs that will best reflect your company.

When your call answering service provides you with the feedback that you are getting from your customers, it can help you come up with successful innovations for your business.

Customers value time over money

Your customers are willing to pay for your service or product. However, they also want to get through to someone should there be a problem or concern. By using a service such as Touch Communication, your customers won’t be on hold for long periods of time, and they will be able to get through to a live person, rather than voice mail. This improves client trust, and satisfaction with your company.

At TOUCH Communications, we understand what makes customers tick – and we use that knowledge to help your business. Take the first step to improve your customer satisfaction today and contact TOUCH Communications to learn more on how we can help you!

Learn More about Live Call Answering

Even when business owners fully understand the benefits of using a call answering service, they may be hesitant because they are unsure how the transition process is going to work. What will my regular customers think when they call in and don’t get someone other than me? Will the transition be a smooth one? These are valid questions. So it’s important to know that your call answering service will represent your business seamlessly.

Three people in a Call Answering office.

To understand how this can be the case, it helps to know what happens BEFORE your company calls are transferred to TOUCH Communications.

Step 1: Getting your call forwarding number

When you sign up with TOUCH Communications, your business number stays the same, but you receive a call forwarding number. When callers dial your business, their calls can then be forwarded to the professional customer service reps at TOUCH Communications. For the caller, this is a seamless transition since they are always dialing your number.

Step 2: Customizing your account down to the last detail

Working with TOUCH Communications is like having a whole team of knowledgeable call answering service professionals working for your company around the clock. We start by gathering pertinent details about your business, such as the names and contact information for staff members, the type of information you will require from callers and what you wish us to do with the messages that we take.

Step 3: Representing your company and brand according to your instructions

Every business is different, so it’s understandable that you wouldn’t want a cookie cutter approach when someone is representing it. We work with you to develop how you would like our operators to greet the phone as well as questions that they should ask the caller.

We also develop processes which guide our operators on what to do with any given call. Depending on how you’d like us to represent your business, we can take messages, answer basic questions, set up or cancel appointments, forward calls to a designated person in your company and more.

Usually, we will divide calls up into different categories (e.g., Urgent, informational, appointments, etc.). Once we have these standards and processes in place, we will have you review it to determine if any changes are needed. Once you are happy and have been given the ‘all clear’ from you, we are ready to go live.

Step 4: We become an extension of your business

All the preparation leading up to this final step helps to ensure that we can seamlessly represent your business. In working with TOUCH, you can ensure that your callers will always reach a live receptionist who is able to give them the personalized service they simply couldn’t get from an automated system or voicemail.

Callers always feel that they are dealing with your business because they are!

If you have been considering using a professional call answering service such as TOUCH Communications but held back for fear that the transition might be a bumpy one, you can put those fears to rest. Our team understands that you need a seamless transition and that is exactly what we provide.