Answering the phone is a very important part of a business. If you don't have a good phone system set up you could lose customers because they simply can't get a hold of you. That is why, if you have high traffic calls, you should consider investing in a voice service or phone service that will help to relay the phone calls until you can get to them. Here are a couple of things to consider with the phone service.
Give General Information
Many times when people are calling your business, they have a simple question. This might be something as easy as your hours of operation, where you are located, services you provide, etc. One of the best things you can do is try and let your callers know this information through an automated system. It saves your employees time because they don't have to answer calls and waste time giving general information, and it allows the caller to get their information quickly.
For this reason, try having a certain option where the caller can press a number and hear general information or FAQs about the company.
Let People Know How Long They Must Wait
Being put on hold is never fun. Some customers may become frustrated with the fact that they cannot speak to someone right away. For some people it is very helpful if they have an estimation of how long they need to wait. For example, you could have something that tells them what position they are in the queue. Or you could have something that estimates the amount of time that it will take to get to their call. That way they know if it will be a wait of 10 minutes, they can make the decision to wait or call back later.
Offer A Call Back Option
Some people really appreciate the call back option. If they don't want to wait on the phone the entire time, you can ask them to leave their name and number and have someone get back to them. This allows your receptionist to get back to the customers when they are not too busy. It also gives your customers the option to get their questions answered without having to sit on hold. This is a great way to keep track of who is calling in, even if you can't get to them all right away.
These are just a couple suggestions for keeping your clients happy with your phone service.Share