Use an Answering Service to Increase Staff Efficiency
April 1, 2016
Most people think of telephone answering services as doing things for you when you can’t do them or things you don’t want to do. This is true. However, answering services can also do things for you that you can do but shouldn’t.
Protect Projects: When working hard on a project or analyzing a deep problem, a ringing phone is a distraction. (Yes, it is also an “opportunity,” but let someone else handle the opportunity.) You lose time to answer the phone, respond to the caller’s request, and do needed follow-up work, but that’s not the biggest concern.
It takes additional time to mentally switch back to the interrupted task, more time than was actually lost due to handling the phone call in the first place. An even bigger concern is the loss of focus. It can take several minutes to return to the mental state of attention that the ringing phone abruptly stopped. Too often a full recovery of thoughts never occurs. You forever lose insight. You cannot regain lost momentum. These intrusive interruptions are also times when errors are most likely to happen.
Lost time and focus, coupled with increased mistakes, all occur because of one phone call at the wrong time. Block out time to devote to important tasks and let your answering service answer your calls.
Guard Meetings: Group settings are also another time to prohibit phone calls. If a ringing phone takes the leader away from the meeting, everyone else experiences idle time, wasted time. Then there is the same issue of returning to the same level of focus and concerted discussion that the phone call interrupted.
If a team member leaves a meeting to answer a phone call, does the meeting pause (wasting everyone else’s time) or does it continue without one member (thereby excluding that person from the discussion and any decisions). And if it doesn’t matter, than that person didn’t need to be at the meeting in the first place. Your answering service stands as your primary guard at your meetings.
Reserve Time: In addition to protecting projects and guarding meetings from unwarranted telephone interruptions, wise managers and executives block out time, perhaps an hour or two each day, to focus on regular yet important work. Without the ringing phone to disrupt them, they crank through these tasks and then safely move on to other things. Some people do this the first thing in the day, the last thing, or just before or after lunch.
Schedule Call Backs: Just as in reserving uninterrupted time for other activities, schedule time for the phone. Set aside a time block to make phone calls, return phone calls, and answer phone calls. This increases efficiency and effectiveness.
Controlling your time is the smart way to work, and your answering service is a key resource to make this happen. Start today.
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. Contact Janet at email@example.com or 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Yellow Pages: Just Because Something Is Old Doesn’t Mean It’s Bad
Okay, quit snickering. You likely think the yellow pages are old school. Well, they are. When is the last time you looked in a yellow pages directory?...
Prepare For a Customer Backlash Against Chatbots
Chatbots, or bots for short, are programs that automate responses to social media inquiries via text chat. We first discussed this inviting technology...
10 Top mitos mais comuns do Web Design
O alvorecer da World Wide Web foi um avanço significativo komm história da humanidade – o mundo em que vivemos se tornou uma aldeia weltweit. ...
Use Referrals to Grow Your Business
My friend Sally has a technical mindset, so she surprised me when she admitted having trouble getting a payment form to work on her website. Though I ...
Are You Too Busy to Find a New Call Center?
Are you responsible for the management and performance of your outsource call center? Perhaps they underperform and fail to do what they promise. They...
Determining When to Sell Your Answering Service
Most People Wait Too Long to Sell Their Answering Service and Others Sell Too Soon There’s a right time and a wrong time to sell your answering serv...
3 Ways to Right Size Your Answering Service
Right Size Your Answering Service to Maximize Efficiency and Boost Bottom Line Results In a prior post we asked if your small or medium-size answering...
Add Call Scripting to Your Call Center to Achieve Greater Outcomes
Empower Agents to Do More and Do It Better with Call Scripting As caller expectations rise, along with call complexity, agents must do more and must d...