A company generally needs an answering service to meet the basic needs of their clients: taking orders, making reservations, or answering basic questions about the company’s products or services. There are plenty of companies that focus on this aspect only, making sure that either their in-house setup or the company they are outsourcing their inbound call center to can handle the variety of calls that they expect to come in. However, there are some organizations that fail to take into account a very important aspect of their call center; for many customers or clients, the person that they speak to over the phone will be the face (or voice, at least) of the company.
It’s obvious to most people that someone who is working in a call center needs to have a pleasant phone demeanor. Clients and customers aren’t going to be thrilled if they have to speak with someone who is overly curt or downright hostile. However, demeanor is only one aspect of what makes a call center operator the type of person that you want to have representing your company.
One of the most important traits that customers want when they talk to someone over the phone is a very simple thing, so simple that it can be easy to overlook. People call because they want someone who is knowledgeable and genuinely able to help them. While that might not be a problem if your call center is run in-house, make sure you choose an outsourced call center solution that is willing to work with you to create a truly personalized service.