Find a Partner to Deal With Your Answering Service
December 30, 2016
Sometimes it’s hard to find a good call center or telephone answering service. Other times it’s hard to work with them once you find them. Dealing with customer service issues, training deficiencies, billing questions, and account changes can soon become a full time job. It doesn’t have to be that way.
Enter the call center broker.
Not only can a broker help you find the perfect call center or answering service, but a broker can also manage them for you, so that you don’t have to. Basically, you outsource the phone work to a call center and you outsource call center oversight to a broker. Depending on your needs, expectations, and internal resources a broker can do as much or as little as you need them to.
Consider these options:
Single Point of Contact: Your broker becomes a single point of contact for you when dealing with your call center. You don’t need to know if you should call customer service, the training manager, accounting, the technical department, or your account manager. You need only contact your broker: one person and one number saves you from a load of hassle.
Conflict Resolution: When a problem arises with your answering service, you can call and yell at them, possibly damaging your relationship with them in the process. Or you can share your frustration with your broker who will know the right way to approach your answering service and communicate it in a manner that makes sense to them but without burning any bridges.
Advocate: Your broker becomes your chief campaigner with your call center. They will represent you and your best interests. They function as an activist on your behalf.
Compliance Champion: Your contract with your call center likely has performance metrics they must comply with. But it can be hard to know if they are. Your broker can track and verify this. Your broker can also ensure your invoices are correct and in accordance with their contractual commitments. Don’t leave this to chance. Have your broker verify.
Jargon Translator: Do you speak call center? Not many people do, but your broker can, translating your words to your call center staff and their words back to you. Don’t let a boatload of jargon sink your ship. Your broker can help keep you afloat with your call center.
Use a broker to find a call center or answering service, and use a broker to manage them for you, too.
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—and who provides a call center matchmaking service, covering both onshore and offshore call centers and answering services. Contact Janet at email@example.com or call 800-901-7706.
Peter DeHaan is a freelance writer from Southwest Michigan.
www.Fuzionme.com CCSP Fuzion data portal provides ultimate 1-stop management resource for healthcare call center supervisors and managers Call center ...
Answering Service Case Study: Insurance Agent Loses with Answering Machine
By Peter DeHaan As an independent insurance agent, Jack Kippling had been in the industry most of his career. To grow his clientele he would buy maili...
Answering Service Case Study: Restoration Service Saves the Day—and the House
By Peter DeHaan Michael and Susan Carbine had spent the last six months doing a meticulous remodel of their beloved home. Their kitchen was last, and ...
Answering Service Case Study: Security Solutions for Security Guards
By Peter DeHaan Gerard Hoover sighed. His new security guard monitoring system wasn’t working as well as he hoped. With his staff of guards scattere...
Answering Service Case Study: Attorney Seeks Maximum Impact for Minimal Cost
By Peter DeHaan Dustin Murphy was stepping into his future, with law school behind him and his new practice before him. He needed to make the most of ...
Answering Service Case Study: The Dental Difference
By Peter DeHaan Terry Tyler loved caramel. But as he chomped on the sweet goodness of his mouthwatering treat, something bad happened, something reall...
Answering Service Case Study: Restoration Service Shines While Insurance Agent Falters
By Peter DeHaan With rain pouring down, Jerry Tresman and his wife, Mindy, looked in horror at the water rushing into the basement crock that held the...
Answering Service Case Study: Cleaning Up With Advertising
By Peter DeHaan Jerry Pelzer started Commercial Cleaning and Restoration Services as a one-man company, so he was seldom in the office when the phone ...