Phones have become synonymous with daily life for the vast majority of people here in the United States, especially smart phones. On a smart phone, you can do just about anything. You can make phone calls, of course, but you can also text people, you can send emails for both work reasons and personal reasons, and you can even browse the Internet (likely looking at your various social media accounts). Some people even read books or watch movies on their phones as well. In fact, cell phones and smart phones have become so widespread and prevalent that more than ninety percent of all people here in the United States will actually have their phone within arm’s reach at just about every single hour of the day.
Because of the widespread usage of phones, on call after hours answering services have become more important than ever before, as have all answering services and customer service aspects of any given business. In the age of the cell phone, of the smart phone, customer service representatives have had to step up their game. This can be seen very clearly in the fact that a cumulative sixty two billion dollars are lost each and every year by businesses here in the United States, all because of bad customer service experiences on the part of former customers.
And when it comes to customer service, people like talking to a customer service representative over the phone, thus necessitating the growing need for on call after hours answering services. In fact, more than seventy five percent of all customers who need to talk to a customer service representative (around eighty percent of them, to be a little bit more exact) will reach out to said customer service representative over the phone. If the line is busy, the vast majority, again over seventy five percent of them, will prefer not to have to wait on the line to talk someone, something that can take valuable minutes out of anyone’s day, but will instead prefer to leave their phone numbers and be called back when someone is available to talk to them.
There are a number of ways to provide good customer service over the phone, ways that will keep your customers coming back to your business instead of straying away from it. Implementing on call after hours answering services can be incredibly helpful, as such a business answer service could be considered to be the best answer service around, as it provides customers with the constant ability to get in touch with and talk to a real live person about an issue they are experiencing or a question that they have. In addition to this, it has been found that up to eighty percent of customers will simply hang up the second that they get transferred to an answering machine, meaning that always having someone ready to take their calls through the implementation of on call after hours answering services is likely to be a hugely beneficial step to take for just about any company of considerable size here in the United States.
In addition to this, it is ideal for any call answering service (including on call after hours answering services too, of course) to have their employees follow off of a script when answering calls. However, while a basic script should be provided, it is still ideal for employees to avoid sounding too heavily scripted. This is due to the fact that empathy and emotion won’t be as easily conveyed to the customer when a script is being too tightly adhered to. For on call after hours answering services and all other types of commercial answering services, this is absolutely vital to the success of the customer service department, to say the least.
A doctor answering service can also be hugely beneficial, especially after a doctor’s office has closed for the night. Such an answering service can provide patients with the medical advice that they need, and can help them to determine if they can wait until the doctor’s office opens the next morning or if they need more urgent medical care at an urgent care center or an ER.