5 Tips to Grow Your Answering Service
June 7, 2017
Most everyone who owns or runs a telephone answering service dreams of growing it bigger. This allows you to service more clients, provide jobs to more people, and generate increased revenue. Of course the side effect of all this is increased compensation for you as the owner or manager.
With this in mind, here are five tips to grow your answering service.
1) Answer with Excellence: Preparing for growth starts in the operations room. You must provide a high level of quality to your clients. This allows you to keep existing customers and attract new business through word-of-mouth referrals—the best type of promotion.
Service excellence begins with great training and continues with superb supervision. Your agents need to answer calls fast, meet callers’ objectives, and surpass clients’ expectations. This requires focus for the agents and that they are appropriately scheduled as traffic projections dictate.
Until operations is functioning as it should, pursuing a growth strategy is a foolish effort. You will end up doing much work and have little to show for it.
2) Invest in Technology: Be sure to support your staff with the technology they need to succeed. To provide an environment where your agents can thrive, establish a technological infrastructure that allows them to flourish. While your answering service agents are your public face, technology works behind them to enable them to do their work with excellence. Acquire the right tools to aid them in doing their jobs.
Some technological solutions will allow your staff to accomplish more in less time. Other tools can help them reduce errors. And still other apps aid them in providing new services. The essential truth is that first-class technology is a requirement, not an option.
3) Establish Scalable Processes: To excel in the answering service business and establish a framework from which to grow, you must institute replicable processes to guide every action in each department. This includes operations, sales and marketing, technical, accounting, and administration.
Document these processes, keep them up to date, and insist everyone follow them.
Next make them scalable. That way, as your answering service grows, your processes will grow with them. Non-scalable processes hinder growth. Scalable processes fuel growth.
4) Manage with Intention: In order to oversee your answering service staff well, you must manage with intention. Instead of spending all day responding to urgent interruptions, direct your team so that there are few surprises. This requires a new way to manage, which entails delegating responsibility and empowering proactive action.
Just as processes must be scalable, so must your management. This is an area where many answering service owners and managers falter. Instead of implementing a scalable supervision structure, they try to absorb all the work themselves. Eventually the workload becomes too great, and then everyone suffers.
5) Execute Well: In all ways and in all things, execution is key. Not only must operations serve with excellence, but so should all departments of the answering service. This includes the customer facing aspects and the vendor directed tasks, as well as internal functions. When an answering service performs it’s work well and has achieved the preceding tips, then it is poised for growth, rapid and sustainable growth.
Trying to grow before your answering service is ready will only lead to discouragement. Follow these five tips and growth will follow.
Janet Livingston is the president of Call Center Sales Pro, a premier sales and marketing service provider for the call center and telephone answering service industry, which helps clients grow their revenue. Contact Janet at email@example.com or 800-901-7706.
Peter DeHaan is a freelance writer from Southwest Michigan.
Should You Offer a Free Trial When Selling Answering Service?
Some answering services offer a free trial to new clients. Others do not. Both camps are adamant about their reasons for making this decision. While t...
Sales Support Pays Off Huge for Quality-Minded Answering Service
Supplementing internal sales and marketing with third party sales support is a winning strategy Cunningham Communications, founded in 1989, worked har...
Why You Might Benefit from Having a Multilocation Corporate Call Center
By strict definition a call center is a centralized place where calls are answered. However, technology now allows this fixed characterization to expa...
HIPAA Applies to Your Outsourcing Call Center, Too
As mentioned in “Five Things to Check Before Outsourcing Your Healthcare Calls,” it’s critical to hire a call center that complies with HIPA...
Fast-Track Lead Processing to Maximize Sales Outcomes
It takes time to process sales leads, which decreases close rates In looking at lead response times, we already know that the faster the lead response...
Call Center Sales Pro Taps Pete Gilhooly as Director of Hospital Call Centers
Pete Gilhooly, Telecom veteran with fifteen years’ experience in healthcare vertical joins Call Center Sales Pro FOR IMMEDIATE RELEASE: December 20,...
The Three Critical Metrics for Lead Response
Keep Total Lead Qualification Time Low to Maximize Results We’ve discussed how low lead response times affect the likelihood of being able to eventu...
A Slow Lead Response Produces Low Lead Qualification Rates
Maximize lead qualification rates by responding to inquiries fast A common complaint among salespeople is not having enough quality leads. They might ...