Answering Service Case Study: Are You Ready to Take the Call?
September 30, 2015
Dazed, Bill Mason cradled his head in his trembling hands. Five minutes before, his line supervisor had rushed into his office reporting that the LM-1100 had broken its diamond saw blade, and they did not have a backup on site. Bill had just made an emergency call to his supplier and left an anxious message on their answering machine.
At 2 a.m., Bill knew it was unlikely anyone would respond to his message before 9 a.m. For every minute the machine was down, he had to idle the entire line, with each hour of downtime costing several thousands of dollars.
In desperation, Bill called supplier after supplier looking for a replacement blade. Unfortunately, all his calls were answered by voicemail or answering machines – or nothing at all. Finally, he called Pendergast Industrial Supplies. To his surprise, a person answered the phone. He poured out his story to the representative, who assured him she could help. Although Mr. Pendergast was not in the office at that early hour, she would have someone call Bill back as soon as possible. Bill hung up the phone and waited, hoping to hear back soon.
What Bill didn’t know was that his call had been answered by a telephone answering service, which Pendergast Industrial Supplies set up to address emergencies just like his. Immediately, and in accordance with instructions, the answering service operator called Mr. Pendergast at his home.
Five minutes later, Bill’s phone rang. He spilled his predicament to an empathic Ken Pendergast. Ken, an experienced industrial professional, knew how costly the down machine would be. He also knew he had a replacement blade in stock.
The next morning, Ken Pendergast called his answering service to share some great news. Thanks to their quick handling of the call, just as he instructed, he took Bill’s order over the phone and personally delivered the saw blade. By 4 a.m., the plant was back in production, and the plant’s employees were back at work. “What could have been a nine or ten-hour shut down turned into a couple hour maintenance operation, all because a person answered the phone at 2 a.m.,” said Ken.
In addition to getting the plant up and running, he also secured a $20,000 contract from a new, satisfied customer. “We weren’t the first place he called,” said Ken, “but we answered when he did, and that made all the difference.”
Peter Lyle DeHaan is a freelance writer from Southwest Michigan. Contact us to learn how a telephone answering service can answer your calls 24/7 to better serve your customers.
Agent Success Starts With Great Training
In the call center arena, your frontline people are key to success. This starts on day one of their employment in their initial training. Here are som...
How Not to Sell Your Telephone Answering Service
There are some commonsense steps to take when selling your telephone answering service, just as there are when selling anything. Common key elements i...
Why You Should Consolidate Siloed Call Centers
It’s likely your hospital system has at least one call center, a centralized place that handles calls. This may be for a department, a building, the...
Use an Answering Service to Schedule Appointments
Some businesses and professionals live or die by the number of appointments they have each day. For them, an appointment is a billable moment. A full ...
Use an Answering Service to Cover Staff Meetings
It’s a dilemma. You want all of your staff to attend your staff meetings, but that leaves no one left to answer the phone when it rings. After all, ...
Make Sure Your Email Has a Clear and Easy-to-Use Opt-Out Procedure
A key to keeping in touch with prospects for your answering service or call center is to collect email addresses and send out periodic updates or info...
Are You Sick of Hearing Complaints about Your Answering Service?
If you are the owner of a small business or the business manager in charge of overseeing your answering service, does it sometimes seem as if your ans...
Finding a New Call Center is a Big Deal
Finding a new call center to service and handle your calls is not something to pursue with casual indifference. There is much at stake. You can’t af...