2. Take the time to explain what you are offering and why. Customers will not always understand why your product or service is expensive.  When I found out that replacement cushions would cost almost as much as the original patio furniture, I did not want to spend the money. After doing my own research, I discovered the obvious.  Unlike the originals that came with the furniture, “custom” cushions are not made in China. It is up to the business to show value, not the customer to see the value in what you offer.

3. Learn to read your customers.  Customers don’t always feel comfortable telling you they cannot afford your product or service. When a customers starts hinting (or out right asking) about price, offer alternatives. Don’t assume the customer knows all that they need to know in order to make an informed decision.  Make suggestions that can save them money. Most of the time the customer doesn’t know what to ask for and is relying on your expertise. Some upgrades add value, others just add cost in the customers eye.

It is important to note that all of these tips can be applied before the sale is complete.  There is a common misconception that customer service starts when a customer has a problem. In reality, good customer service starts when a customer walks through your door or calls you on the phone. I saved very little by ordering on line, but I did not feel confident I was getting any additional value from the stores I visited for the money I was spending. I am sure the stores could have suggested several ways of saving money along with their lack of enthusiasm interest in my purchase cost them the sale.

The most common reason a doctor leaves their answering service is because too many mistakes are being made after hours. Two questions need to be answered that will help avoid mistakes.  First, What do you want your answering service to provide?  And second, What kind of service does the doctor require? The best place to start answering these questions is by putting your doctors needs in writing.  The first benefit of this step is that it clearly defines your expectations of your after hour service. This will give them a chance to review if they have the staff and tools needed to perform to your expectations. Secondly, this will verify that  there are no contradictions in the instructions. It is not uncommon for each doctor to have different rules for handling calls after hours. Additionally, with multiple ways of communicating messages, it is easily understood why a receptionist at the answering service could make a mistake. The more clear these instructions are, the fewer the errors that will be made.

Certainly cost is always a concern with all the changes going on in the medical community today.  Good answering services will work within your budget and help you find a solution that works without sacrificing quality. Pricing answering services is like shopping for cars: You would never consider blindly calling a auto dealership saying, “I need a price for a new car.” You would get many different prices depending on the features you were looking for and the dealership you were shopping.

A doctor’s answering service is representing the medical practice after hours. If it is done right, the doctor will build a relationship with the service, much like they do with other employees. When that happens you will know you found the right answering service for the job.

What type of companies would benefit from live chat service? Well, just about any business that has a website that is used as a marketing tool.  Chat allows you to connect with visitors real time and is very easy to add to a website.  Many visitors are just window shopping, but it helps your company stand out in the sea of websites. In today’s competitive market place giving customers several options for communication lets them choose which is right for them.  Some will choose a self service option, much like when customers order goods from an online catalog site. Other customers may choose to speak directly to a person on the phone before making a purchase.  Giving a third option, like chatting with a representative of your company, can make the difference in getting a sale or not.

The chat software we use allows our clients to track the effectiveness of online advertising, and whether or not visitors are turning into customers.  We even use the reporting tools in-house to track key words and how many unique visitors we are getting every month on our website.  Clients can review chat history and find common questions customers are asking to improve the usability of their website. Businesses can even see the number of visitors on their website at any given time.

In the end, live chat support is win-win for just about any business. Live chat is a win for potential customers because they are given more options for communication. It is a win for businesses because anything that makes the buying experience easier for customers will ultimately land more sales for that business.

The first step to defining a customer service philosophy is understanding your clients and what you are really providing for them. If you took a snapshot of our answering service customers you will see that our typical customer has been with us for an average of more than eight years and we receive about 375 calls on their behalf monthly. We provide a great first impression.

When it comes to customer service, there is a tendency for businesses to think that service is what happens  “after” the sale. When you think in terms of the experience you deliver before, during, and after the sale, you start to see the real opportunities you have to help people.  In our business we are providing service to our client’s customers.  That is how our clients measure our success. Sure, we need to keep our clients happy and respond to their needs, but the quality of the service we extend to their customers is even more important. Our clients are trusting that we will respond to their customers with the same care they would.  In that sense, we act as an employee of the companies we work with.

Every year we handle over a million calls. Every call we answer is an opportunity to enhance the customer’s experience and make a good impression for our client.  The commitment of delivering top notch customer service, at an answering service, 24 hours a day is ever-changing and a constant challenge. Our team is always looking for ways to enhance our performance.

Customer Service is not just a one-way transaction between a business and a customer, it is how you conduct yourself as a customer and a member of the community.  As a company we believe in community service.  Judy Wood (our CEO) currently serves on the Board for the Beacon Foundation and chairs the Governors’ Council on Small Business. Additionally, she is on the Board of the Arizona Commerce Authority and has served in other community groups in the past. Our team participates by supporting events like Raise the Pepper, Race for the Cure, Baile de las Flores and other community fund raisers. All of these activities and experiences have a profound impact on our view of customer service. It’s about helping people.

The real people that deliver excellent service to our answering service customers is Contact One’s team of Customer Service Representatives. Throughout Contact One’s history we have focused on building a team of good people by providing a respectful and rewarding work environment.  Our top CSRs have been with us for over 5 years on average. That is about 5 times longer than most call centers. The average longevity of our management team is 10 years which means we have over 100 years of combined experience in providing customer service. Our company culture has a huge impact on the quality of service we deliver to our clients and their customers.  We don’t always hit the bulls-eye, but as a team we admit our mistakes and look to find ways to correct and improve. This is what allows us to be successful along with our clients.

Our Customer Service Philosophy is enhancing our customer’s experience by helping their customers and enhancing the experience of everyone else we encounter.

What about smaller events that effect just your business or the block where your business is located?  What would you do if you walked into your office one day and your phone system did not work or there was a water line break in your office? What if you had to evacuate because of a gas leak in the area? These events are easy to plan for, but they can have a big impact on your business if you are not prepared. These type of disasters could lose your company money just as a fire would but insurance doesn’t always cover these types of loses.  The underlying question is, how do you plan for the unexpected?

Small disasters like the ones mentioned cost businesses money everyday and most could be avoided by careful planning. Data loss alone costs businesses billions of dollars every year. Almost every month we get a call from a frantic client saying they can’t answer their phones because the phone system is down, the power is out,  they have a water leak or worst yet their air conditioner is out and it is 110 degrees outside. No matter what the problem is, our answer is “We can help!”. Last winter when one of our largest clients called us one morning to inform us that 200 employees were sent home because the pipes had frozen during the night and they had no plumbing we said “Don’t worry we will take your calls”.  These businesses were able to take care of their customers while they resolved the problem. Most callers will be sympathetic to your situation if they are informed of the problem and their needs are noted and responded to when things are running smoothly again. If no one is answering the phone, your customers have no way to know why you are not responding to their needs.

There are plenty of companies and guides that can help with the big events but they can be costly. Take the time to have a plan for the little disasters. An answering service can help with your phones when your receptionist can’t. Its not always practical for small businesses to have a large scale disaster plan. Depending on the nature of the business, simple solutions can go a long way when there is a problem. Make a list of the more common disasters and make a plan for all of them. Having an extra computer at home so you can backup your data is a good idea. Building relationships with vendors and other businesses in the community and pooling your resources can be helpful.  Perhaps you can create a mutual agreement with another company where each owner can use space in the others facility during an emergency. You will be glad you have a plan for the more common disasters.

Tip #1 Be friendly
Greet them with a smile even if you are speaking with them over the phone.  This is probably the most important advice I can give.  I always greet the representative with a smile and introduce myself no matter how frustrated I may be. I try to be extra friendly especially when I know I am calling a call center. An experienced CSR (Customer Service Rep) has had their share of complaint calls so when someone calls that is overtly happy it can catch them by surprise and all of a sudden you stand out in the crowd.

Tip #2 Be polite
Please and thank you always helps.  Remember, you want to get the company representative on your side. Now that you have their attention they are able you “hear” what you are saying.  Do not treat the call center rep as if they created the policy of the business you are calling. Don’t just complain about the company policy, trust me they have heard it all before.

Tip #3 Use first names.
Usually agents are trained to give you there first name. Even if you suspect this is not their real name, use their name in conversation. Invite them to call you by your first name, it will help them let down their guard. This is a great time to ask them for a direct extension in case you get disconnected.

Tip #4  Ask for help (Don’t make demands).
Most people feel good when they help someone. Open the door to them by asking for it.  I like to lead in to the conversation by saying something like, “I am having the toughest time, I hope you can help me solve my problem.”

Tip #5 Be realistic.
Don’t ask for double your money back. If you are looking for a refund sometimes you may need to settle for credit. Take the time to go through all the details of your situation. If you are trying to get out of the contract most companies have the upper hand, but if you are open to other options you might be pleasantly surprised if you avoid the “All or Nothing” approach.

Tip #6 If agent does need to transfer you, ask them to stay on the line. This will save time when you speak to the next employee, you will not need to explain as much to them. Additionally, this allows the agent to make sure they have the right person (department) on the line before they transfer you.

Give these ideas a try and you may be surprised by the response you get from the people you encounter.

How do you get better customer service?

There are plenty of studies like this one highlighting the correlation between patient satisfaction and the actual one on one time they spend with the doctor during the visit. Ultimately, a large part of patient experience is derived from how the doctor interacts with them. Unfortunately, most of the studies are based on the care the patient receives after they meet with the doctor. When you add up the time the patient spends waiting on hold to making the appointment, waiting in the lobby (21 mins), waiting in the exam room, speaking with office staff or nurses it can have a big impact on the patient experience.  Face to face time with the doctor can be less than 5 minutes, so ultimately the satisfaction of that visit is affected by  time waiting.

Medical offices are businesses too and customers (patients) will look for doctors that understand their expectations beyond great medical care. You can see those changes in many offices today.   Some offer Wi-Fi in the lobby so patients can use their iPad or laptop or flat screen TV’s with interesting programs on. My son’s dentist has a gaming room for kids to ease the pain of waiting.  Others offer after hour scheduling support on the phone or Internet.

What are your thoughts about waiting on hold or at the doctors office?

Sometimes you can even get great ideas by experiencing them first hand. We added chat to our website years ago when I had a great experience using it while making a purchase online.   Inspiration does not need to come from your competitors, in fact, I think that some of the best ideas come from unrelated companies.  They often offer an entirely fresh perspective for you to improve on. The tire shop I have been going to for years offers free fix a flat service, that is something customers remember when they are ready to buy new tires.  I don’t sell tires but there might be something I can offer potential customers at no charge that has some value to them.

Take your time to bounce around the ideas with your team and make sure they are the right fit for your organization. Modify and make the ideas your own.  This can save a lot of time and money. Even big companies are inspired by other big companies. Have you been in to one of the new McDonald’s lately? Maybe they were inspired by Starbucks…..

I not talking about the latest boycott of big business that shows up on YouTube or Facebook. I am talking about the little things that can affect whether a potential customer chooses your company over another one. These are simple to manage things that affect  just about every small service business out there. All of these start with a phone call.

Everyday millions of small business inquires go to voicemail, are not answered, hear a busy signal, or are placed on hold indefinitely after the call is answered. Your customers will judge your business before you answer the phone or before you even utter your answer phase.  Once you answer the call they then judge how that greeting sounds and whether or not they have your full attention. As the call progresses, the caller is making decisions about you and your company by how much you listen and how you sound.

When it comes to small service oriented businesses today, most of the business starts with a phone call. Even with the Internet, most people want to speak with a person on the phone before they make a buying decision. Think about  the last time you hired a plumber through a website or selected an attorney because they had big billboard on the freeway. You may have made decided to call them because of the form of advertising they chose, but you hired them because of the trust you built with them on the phone first.  In many cases it only starts there, your business may need to schedule the person for a consultation just to find out you are the right fit for them.

Customers will go to the next business on the list if you don’t answer. Maybe they leave a voicemail but by the time you get around to calling them back they have chosen another company and you didn’t have a chance to tell them how great you are.  That’s why most businesses hire a receptionist so they can answer the phone calls. Sometimes things happen  though and employees need time off, need a sick day, or they are just late for work.

Every business wants an edge over the competition so here is a experiment all small business owners should try. Call your competitors when they are closed. Most will find that when the business is closed a human does not answer the phone. Then consider the number of customers in their market that call just after the business closes or just before they open everyday. How many missed opportunities is that a year?  Sure, you may get some of the business, but the company that can answer calls after hours will get more.  Today many entrepreneurs have a mobile phone and it is not uncommon for people to take inquires after hours on their cell phone. Unless you do not have a life out side of business it will be hard to manage that for very long.

Most customers are reasonable as long as a representative of the company answers the phone in a professional manner and handles the request.  The customer will pleased that someone helped them. Consider this the next time you return a voicemail or a caller hangup up before you answer the phone. In a January 2010 survey by Consumer Reports Magazine, “Not talking to a human of the phone” is one the most annoying things consumers deal with. Even more annoying that tailgating drivers and bad airline service.

Auto Announcement: This answering service feature is a recorded message preceding the live receptionist answering the call.  This is usually used in conjunction with after hour medical emergency service. The purpose is to let callers know they have reached the after hour service.  This is also a cost saving feature.

Agent: These are hard working people that actually take the calls. We also use Customer Service Rep (CSR), Receptionists and Operator interchangeably.

AHT: Average Handle Time in seconds. This is used primarily in call center reports.

ACT: Average Call Time in seconds, also used in reporting.

Agent utilization: This is basically the time an agent spends talking on the phone with our callers, as a percentage of their scheduled shift.  For example, if an agent works an 8 hour shift and spends 4 hours talking on the phone their utilization is 50%.  Our goal is for agents to average between 55-65%. We believe that there is a careful balance between utilization and quality of service. If the agents don’t have some breaks between calls there can be a decrease in the quality of customer service in addition to high turnover in employment due to employee burnout.

ASA or Average Speed of Answer: This is how quickly we answer the phone. We try to keep that average below 15 seconds. In some large call centers it is acceptable to have an average of 5 minutes or more.

Call center script: This is a guide we use to help the agent process the call from beginning to end. It helps ensure that we have collected all of the information that our clients have requested.

Call Screening: This has a dual meaning for answering service customers. 1. (see Auto Announcement) A recorded message that usually lets callers know basic information about the company (hours of operation, address, fax number, etc.)

Dispatcher:  Is a specialized agent who followings the clients specific instructions and protocol to relay a message.

Erlangs calculator: This is the call center standard for estimating the number of agents needed to take calls for a given period of time. The formula takes into account the number of calls (Inbound and outbound), the ACT (or AHT), and service level goal (80% in 20 seconds or ASA goal).

Here are 2 examples of how this can effect utilization. 1.  If you receive 10 calls per hour with an AHT of 2 minutes and service level goal of (80/20) you need 2 agents and will have a utilization  of 16%.   2.  If you receive 100 calls per hour with an AHT of 2 minutes and the same service level, your call center would need 6 agents but they would have a utilization of 55%.  You can download a call center staffing calculator here for free.

Talk Time: The total amount of time our answering service staff spent talking on the phone.

Wrap Time: This is the time after the call is ended and the agent finishes making notes on the call.

Handle Time: This the total of Talk and Wrap time.

Inbound Call: Calls coming into the the call center.

Outbound Call: Calls being made by the call center agents.

Service Level: Our goal is that 80% of the calls will be handled in 20 seconds or less.  If we reach this goal we will have an ASA of less than 15 seconds.  This is a goal we set based on our projected call volume for every day of the year.  When we don’t make our goal it is usually a result of receiving more calls than we expected and not having enough staff to accommodate volume.

Patched Call: Also known as a conference call or transferred call.  This is when an agent connects the caller to our client just like a receptionist would in the office.

Remote Receptionist: We answer the phone just like we are in our client’s office and transfer the call to the person the caller requested.

There are certainly many more call center terms but these are the most common. Hopefully you find this guide helpful. If you have any questions about our services please contact us.