Everyone needs to take a break sometimes, but business never does. After the lights are turned out and the staff goes home for the day, orders still come in and customers still need service. An answering machine can’t make sales or do business for you, but an office answering service can take those orders on a Monday morning or answer frequently asked questions.
Meeting Your Office Answering Needs After Hours
Taking calls and relaying messages is just the beginning of the services that Westpark Communications offers. According to small business research, nearly 25% of all leads come in after-hours. Therefore, being able to communicate effectively and professionally with those leads in a timely manner is imperative to business success.
Due to the current culture of instant gratification, once customers make a purchasing decision, they want to see results right away. If clients are not able to speak to a live person, do not receive an answer to their question or are unable to place their order, it is highly likely that they will do business elsewhere.
More Than Message Taking, Any Time of Day
As a business answering service, Westpark Communications solves this issue for businesses in need by specializing in providing custom communications in the form of:
- Support Calls Such as Password Resets and Login Issues
- Call Escalation
- Frequently Asked Questions
- Alert Monitoring and Communication Initiation
- Order Processing and Shipping Updates
- Lead Organization and Management
- Billing Questions
- Customer Enrollment
Custom-Tailored to Your Business Processes
The work that you put in during the day is valuable. The last thing you want is an answering service that makes your job more difficult. At Westpark, we understand the importance of partnering with you to expand your sales reach and provide remarkable customer service.
Some of the most successful businesses use Customer Service Ticketing Systems. These solutions-focused systems allow for companies to quickly resolve client related issues by tracking and monitoring progress and communications. When you hire an after-hours answering service, you want them to be able to use these systems too in order for them to effectively communicate with your most valuable clients. At Westpark, we are familiar with the ticketing systems listed below and can easily implement training to learn others.
- Service Now
- Zoho Desk
- Jira Service Desk
Why don't some answering phone companies perform as well as others?
A particular answering phone company have incurred a loss of approximately $62 billion per year through poor customer service since 2016, according to a concerning statistic released by NewVoiceMedia. One of the most important factors that make the wheel of a long- standing organization keep moving is a well-tailored and respected culture.
Culture is an integral part of everyone working in the company. Sometimes, telephone answering services perform poorly because they have been affected by a merge or acquisition.
As much as a 24/7 phone service will want you to believe that these acquisitions are for the benefit of you the client, as a business owner you know how to identify any red flags that would lead to the loss of customers and revenue. After an acquisition happens, you can expect your experience to diminish as the acquiring company will be looking to cut cost, save, and be more profitable.
Imagine if you were used to a smaller service company that was focused on customer service; you may personally know the employees such as the answering service agents or the Client Service Managers. When the acquiring company introduces new processes and changes to management, that personnel may disappear.
These recent acquisitions cannot guarantee the same level of service you received with the previous company.
The new owner wants to extract as much profit as possible out of their new acquisition, so one of the first things they are going to do after they complete the acquisition is to raise rates universally.
Acquisition of these outsourced companies may lead to you paying more for a lesser quality of service in the long run, hence, affecting the smoothness of the relationship between the two parties.
How is Westpark Communications Different?
Whatever reason you are leaving your call center for, it is never an easy choice to make. But it is necessary to keep your commitment to high-quality service for your customers.
Westpark Communications has been in business for 50 years and has helped thousands of businesses grow throughout the decades. Some businesses started off as "mom and pop" shops and now serve many customers nationwide all while having us as there through their growing process.
Looking to Switch 24 Hour Answering Services?
Our commitment to you is to make the onboarding process as smooth as possible. You can stay with your call center during this transition while we provision your account, write your scripts, and walk you through what everything will look like via an interactive web conference or an in-person visit.
From our Client Services team to our Account Executives (and any team member that you communicate with for that matter), we will seamlessly walk you through every step of the way.
Is a 24 Hour Answering Service Right for Your Business?
The easy answer is yes. If your business is committed to customer service and building an excellent reputation, then a custom answering service will prove to be beneficial for you. If the answering service you choose is doing their job correctly, your business will perform like the office is open 24 hours a day, but your employees’ hours will not change.
- Direct Sales Companies
- Property Managers
- Medical Businesses/Offices
- Lawyers & Attorneys
- Utilities Services & Retail Electricity
- Manufacturing Companies
Choose a 24 Hour Partner
When you choose an answering service, you should choose more than just a bill you pay every month--you should choose a partner. A partner protects important information, communicates with you regularly, understands your business goals, appreciates your struggles, and works with you to provide the service you and your clients deserve.
Choose a partner, choose Westpark.
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