5 Tips to Make the Best Answering Service Scripts

When working with a call centre, one of the first orders of business is to put together a professional voice greeting script. Don’t worry, a good answering service should be able to do the bulk of the work in this department, but they will still need your help to ensure that they are getting your company voice and brand just right.

woman answering phone

Here are five things to consider when developing answering phone call scripts:

Keep the initial greeting short

Remember that you are answering the phone – not reciting Shakespeare! At the start of the telephone conversation, callers only need to know that they have reached the right company. Long or complex messages at the start tend to be overwhelming – and since the caller is usually pretty focused on their own problem (the reason they called) – they probably won’t listen to a long greeting anyway.

Once you’re done with the initial greeting, the rest of the call can be as long or as short as it needs to be to assist the caller.

Don’t sound like a recording

This may sound obvious, but one of the reasons businesses use live call answering is because it is more personal than voice mail. So why would you want a professional voice greeting script that sounds like a recording?

The point of a good script is not necessarily for a customer service representative to read word for word, but rather it acts as a guideline to make sure all the essential information is conveyed and received. There may also be specific messages relevant to the company’s brand contained within the script that the representative can “check off” during the call.

Collect the necessary information

Call center phone call scripts are two-way. There is the information that the representative needs to give to the caller, and there is the information that the representative needs to collect from the caller. The basic information such as caller name, phone number, etc. should be collected at the beginning of the call.

Depending on the company, there may be other very specific information that the representative will need to collect. Be sure to differentiate between must-have information and nice to have information. The less information you ask of your callers, the better their phone experience is going to be.

Attach an action to the call

Any phone call script should ultimately lead toward some type of action. Do you want your customer service representatives to make a sale? Set an appointment? Provide further directions to the caller? Think about what kind of outcome you want the call to have and develop the script around that.

Smile

A smile is a simple thing to do, but it can be easily overlooked. You’ve probably heard that people can “hear” your smile through the phone. Well – it’s true. Smiling affects the way we think.  When designing your script, smile, so you keep your script positive and polite.  Polite words such as please and thank you should also be part an answering script to ensure the caller feels welcome and appreciated.

Touch Communications is ready to work with you to help develop your script.  Our goal is to seamlessly represent your business with the same care they have come to expect from you!

 

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Three Reasons Your Small Business Might Need a Call Answering Service

Owning and operating a small business is full of both challenges and rewards. If you are successful, you will eventually reach a point where you will need to grow – and you can grow your business either by hiring more employees, or by contracting out services. One of the services you may wish to contract out are answering services. But how do you know if you really need them?

small business growth

There are lots of reasons and why a small business owner would choose to hire an answering service, but here are three of the most popular ones.

You’ve got more work than your team can handle but not enough to hire additional staff

If your team is overloaded, it not only makes for a stressful work environment but it can mean things start to fall through the cracks. Quality and customer service can eventually become compromised – or you simply have to turn customers away.

You could hire a full-time receptionist, but if the extra calls coming in don’t amount to high enough revenues for the company, then it’s difficult to justify the extra salary.

Hiring an answering service is often the ideal solution. The costs are significantly lower than that of hiring another employee, and it takes pressure off your existing team.

You want to offer emergency or off-hours service

Depending on the industry you are operating in, it may be necessary or desirable to offer emergency or off-hours service to stay competitive. For example, many contractors such as plumbers and electricians offer emergency 24/7 services. To stay competitive in these types of industries, this is becoming increasingly common.

Even if you don’t want to offer emergency services, you may wish to offer your callers the convenience of 24/7 availability to make appointments, place orders, etc.

While it would be impractical – and exhausting – to have your own phone turned on all the time, it is a simple matter for a professional answering service to ensure that the call is answered whenever anyone wants to contact your business.

You need to make more time for yourself

Especially in the early stages, small business owners need to hustle. To become successful, you likely had to network, work long hours, and live on a limited budget. Perhaps now though, you’ve reached a point where the money is flowing in fairly well, but you’re still working long hours and always seem to be pressed for time.

If that’s the case, then hiring an answering service may be the solution. By hiring an answering service, you can let the bulk of your calls go to the call centre. If you are expecting certain important calls you can have them transferred to you or another person in your company.

Having an answering service allows you to take more time for yourself and not have to worry that you might be missing an important call.

Growing a small business can be a challenge – but for many this challenge is made easier when they hire a call answering service. If you think that this solution might be right for you, we invite you to contact Touch Communications today to find out more!  Or view Touch Communications on our Facebook page!

Key Components of a Professional Voice Greeting

Professionalism matters when speaking to customers. Taking the time to treat customers with the utmost courtesy and respect will help customers return again and again for your business’ services. Communicating with customers over the telephone requires even more professionalism, as your voice becomes the only way information is conveyed to customers. To ensure the impression that customers get of your business over the telephone is always positive, follow the tips below!

happy woman on the phone

Identify Yourself at the Start of the Conversation

Using a professional greeting at the beginning of the conversation such as is “Hello, Finance Department, Molly Smith speaking” helps customers feel more comfortable and presents a more professional image of your business. In addition, stating your name can also aid if more information is needed by the caller later. Equally important is to address unfamiliar callers by his or her title (if known), such as “Mr. Slack.”

Use a Friendly Tone of Voice

It’s important to use your normal tone of voice when providing customer service over the phone. Avoid speaking too loudly and refrain from being aggressive or pushy. Sitting up in a chair (rather than leaning back) can help you present a professional tone of voice to customers. Always be sure to speak clearly and slowly, avoiding any broken phrases or slang.

Stay Focused while on the Phone

When someone calls your business for information, it’s important to focus on the call and to truly listen to what the caller must say. Distractions – like chewing food, rustling papers, working on the computer or speaking with a co-worker – are not only unprofessional, but can make a customer feel like they are not worth your time.

If there is a distraction that simply cannot be ignored such as another phone line ringing, politely ask the caller if you can place them on hold. Return to the caller on hold as soon as possible, or risk them taking their business to a competitor.

Always Remain Patient and Helpful

Even if a customer is irate when speaking to you, do your best to remain as polite and helpful as possible. Allow the customer to convey their issue to you without interrupting them. Let them know that their concern has been heard and do your best to find the best solution possible. Never act rudely to the caller. Remember, you are presenting the image of your company when speaking to customers over the phone. How you handle all telephone calls can make or break a customer’s business with your company in the future!

Touch Communications: Professionals at Your Service!

Using Touch Communications as your call answering service means providing customers with excellent customer service at all hours of the day. Regardless of where your business is located, we can become the voice of your business whenever it’s required. Don’t trust anyone other than Touch Communications with providing a professional voice on behalf of your company! Contact us today for more details about the services we offer or view us on our Facebook page!

7 Things Customers Wish You Knew

When you hire a call answering service to represent your business, it is important to make sure your customers get the treatment that they want and deserve – after all, it’s your company reputation that is on the line. At TOUCH Communications, our call service representatives (CSRs) understand what customers wish more businesses knew about them:

Happy Customer on Phone

Good service is better than fast service

Yes, when people call into our call centre, it is important that they are served in a timely manner, but our CSRs know that it is better to take a little extra time to make sure the client gets all the information they need and doesn’t feel rushed on the call.

Your customers want personalization

Customers value personalization a lot. That’s one of the reasons that TOUCH Communications’ CSRs will go the extra mile to make them feel valued.

Customers want you to remember their name

People love to hear the sound of their own name which is why our CSRs call them by name after they’ve identified themselves.

When customers are given a pleasant surprise, it means positive word of mouth for your business

Many customers calling into your business for the first time may expect to be greeting with voicemail or have lengthy on-hold times. They are often surprised to be greeting by a friendly voice even in what would normally be considered off hours.

You don’t need to spend a lot of money to create goodwill with your customers

It is often the little things that customers remember – and talk about. Some business people send out birthday cards to their clients or give little bonuses when someone makes a purchase. In the call answering world, a goodwill gesture could be something as simple as making sure the caller gets through to exactly the right person in your company that will be able to help them.

Customers love a good story

One of the best ways to build your brand is through storytelling. At TOUCH, we work with you to develop effective scripts for our CSRs that will best reflect your company.

When your call answering service provides you with the feedback that you are getting from your customers, it can help you come up with successful innovations for your business.

Customers value time over money

Your customers are willing to pay for your service or product.  However, they also want to get through to someone should there be a problem or concern.  By using a service such as Touch Communication, your customers won’t be on hold for long periods of time, and they will be able to get through to a live person, rather than voice mail.  This improves client trust, and satisfaction with your company.

At TOUCH Communications, we understand what makes customers tick – and we use that knowledge to help your business.  Take the first step to improve your customer satisfaction today and contact TOUCH Communications to learn more on how we can help you!

 
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Does your law firm need an answering service?

It used to be that when people called a professional service such as a law firm, it was simply expected that they would need to call during business hours if they wanted to speak with a real person. But as the legal industry has become increasingly competitive, more and more firms are looking to gain an edge. One possible edge is to make sure your callers get to speak with a real live person every single time that they call your office.

Lawyer in court

There are many advantages for law firms that use call answering services such as those offered by Touch Communications.

Personalize your service

More often than not, the individuals calling a law firm are doing so in the midst of a stressful circumstance. They could be going through a divorce, facing criminal charges, or in the midst of a lawsuit. Even positive circumstances such as drawing up a business agreement, collecting an inheritance, or buying or selling property can have people on edge.

It can help boost your clients’ perception of your firm if they are met by the voice of a friendly and helpful customer service representative rather than an impersonal voicemail message.

Make your small firm seem bigger

Perhaps your law firm has only been around for a few years, and while you have big dreams, you are still working with a small staff.  Many successful law firms have started off as a sole proprietorship or as a partnership with little to no office workers.

Having an answering service not only means that your callers’ phone calls will always be answered professionally, but it also helps project the image of a larger firm.

Fantastic Customer Service

Call answering services can perform several duties for law firms and one of them is managing your appointment calendar. If you are busy with a client, you wouldn’t want to be rude by answering the phone every time it rang, but you also wouldn’t want to miss out on a potential new client.

With call answering services, our Touch Call Service Representative can direct the call to another extension if you are busy, or handle the call in another manner such as taking down their contact information.

Screen and forward calls

Another advantage to using a call answering service is that the really important calls can be forwarded to a designated person within the firm, your cell phone or anywhere else you choose.

For example, a Touch CSR will be able to answer some basic questions that the caller may have (with your script of course), or they can take messages for non-urgent calls. On the other hand, you may be working on an important case and request that calls regarding a specific issue or from specific callers are transferred to you right away.

Hiring call answering services for your law firm can be advantageous on so many levels. If you would like to learn more about how it can help your legal business, then contact Touch Communications today!

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Bilingual Answering Services for your Business

woman on phone

If your business serves French speaking customers, then it is just good business to ensure that you can provide them with a positive experience from the very first time that they pick up the phone to contact your business. So, you want to make sure that whatever call centre you work with offers a bilingual answering service.

Even if you do not have any French speaking customers now, the fact is that someday a French speaking caller may want to contact you and do business with you. Having a trained bilingual customer service representative on the other end of the line can help to give you a huge advantage over your competition – who without bilingual service – will simply not be able to deliver the same kind of customer care that you can.  You’ll find yourself expanding your customer base while delivering better service.

But my employees aren’t fluent in French!

One of the arguments that many people raise against needed bilingual answering services is the fact that they don’t have bilingual employees – so while a caller may get service in French over the phone, eventually they are going to have to deal with someone who doesn’t speak the language.

The fact is, however, that even if not one of your employees speaks a word of French, it still makes sense to be able to have French speaking customer service representatives. This is because most French speaking Canadians speak some English but they will likely feel more comfortable explaining their need in French. Your service people don’t necessarily have to speak French if the customer’s issue has been clearly communicated prior to their arrival.

And if you do have French speaking employees?

All the better! Our bilingual customer service reps can forward French speaking callers directly to their lines so there is no interruption in service in French once they are transferred to your company lines.

Use your bilingual answering service as a marketing tool!

Imagine living in a community where your primary language is not the one commonly spoken. You may speak the language but it just isn’t quite as comfortable to you as your mother tongue. Then one day, you see a business not only advertising a service that you need, but they advertise that they can speak to you in your language! How much likelier are you to contact that business over the others?

Using a bilingual answering service is a smart move – but advertising that you have French speaking customer service representatives is pure genius. For some would be customers, the fact that someone can speak their language may be the main reason that they call your business and not the competition.

Let Touch Communications help you say bonjour!

At Touch Communications, we employ many professional customer service representatives who can provide service in French to your customers. We can provide a wide array of services to those customers including answering basic questions, setting up or changing appointments, and call forwarding to name a few.

Contact us today to learn how we can help you!

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Call Answering Services aren’t Just for Big Businesses

Woman on Phone

When your customers call your company, it’s always better if they can talk to a real person rather than voice mail. But if you run a small business, it might be outside of your budget to hire someone just to sit at a desk and wait for customers to call. This is where outsourcing might make sense for your company. While many people have the impression that call answering services are just for big business, the fact is that hiring a live answering service can be extremely beneficial for your small business – and here’s why.

Your customers get the best service

Your customers come back to you because they have received service they were satisfied with previously, so there’s no reason you shouldn’t extend that phenomenal service to all interactions. Your customers don’t want to have to deal with a voice mail and will probably hang up if they aren’t able to speak to someone to resolve their concern.

What’s more, is that potential customers are impressionable, so by having a live person answer the phone the first impression they have will be one they remember for a long time. Having a live answering service will provide excellent customer service and will ensure your customers, and potential customers, remain loyal to your business for years to come.

Generate business at any time

When you run a small business you can’t be working 24/7 but if you don’t have sufficient staff to cover off the hours you can’t be there then you may be at risk of losing business. By hiring an answering service, you can have someone answering the phone for your business at any time and this could even lead to generate more business than you could have on your own.

Since new customers will likely hang up and try another business if they can’t get through to you, an answering service will help to ensure you capture any potential customers.

Save on office space

If you don’t have customers actually coming into your place of business, then it doesn’t really make sense to pay someone to sit behind a desk. If you hire an employee whose sole job is to sit and wait for the phone to ring you might be paying out unnecessary money.

By hiring an answering service, the phone will still always be answered but likely for a lesser cost than paying a full-time employee. You will also save on office space because you don’t have to find room for another employee. This is especially important if you run a business that doesn’t have a traditional office, or you are constantly moving between different job sites.

Having a conversation with a live person when calling a business is vital, and it will leave a lasting impression on your customers. Potential customers are more likely to hang up and try another business if they can’t reach you on the first try. By hiring an answering service you can ensure there’s always someone to provide answers to your customers and. generate potential business. So if you’ve been holding on to the impression that call answering services are just for big business, think again! The benefits to your small business are many.

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What is a Virtual Receptionist?

Woman on Phone

Do you own a small business or a start-up that does not have the capital to pay a receptionist’s wages? Are you a business owner who wants to offer extended hours – without having to work them yourself? Or, are you just looking for a way to be able to better focus on the growth of your business by eliminating some of the routine, administrative tasks that are currently consuming your time? If so, Touch Communication’s virtual receptionist services may be the solution you’ve been waiting for!

The Answer to Your Administrative Challenges!

Virtual receptionists are the best solution for busy companies looking for ways to increase productivity and customer service. Not only does hiring a virtual receptionist eliminate the need for you to recruit, hire and train a receptionist yourself, but it will also play a major part in your business’ growth. There will no longer be a need to reserve office space for a full-time receptionist or worry about coverage during breaks and vacations. Virtual receptionists are trained to get to know your business, so they can represent it just like you would expect from a full-time staff member. Let us show you how Touch Communications’ virtual receptionists can make running your business much easier!

Providing Solutions for Your Business’ Needs

Touch Communications can provide the administrative solution your business requires. Since we do not have long-term contracts, you can easily hire a virtual receptionist for whatever time specification is required. Our account activation is easy, and all accounts are set-up and customized within approximately 24 hours. Since we offer around the clock service, it does not matter where your business is located. We promise that it won’t take long to see how hiring Touch Communications’ virtual receptionist service can benefit your business!

The Difference that Touch Communications Provides

Touch Communications is unlike its competitors in that we think outside the box. Instead of directly answering each call generically, our virtual receptionists will provide a voice for your company. They will consistently provide your clients with quality customer service, without them ever knowing that the person providing it is not located in your company’s office! The virtual receptionist that you use through Touch Communications will quickly become an extension of your business. Let Touch Communications provide your customers with a similar quality of customer service that they have come to appreciate from you!

Extended Customer Service Hours!

Gone are the days when business happened only between the hours of nine-to-five. Instead, today’s busy lives often result in customers requiring service outside of traditional business hours. Customers calling companies after hours and getting an answering machine for an answer can often result in potential lost business. One way of avoiding losing business to your competition is by hiring Touch Communications to provide a virtual receptionist service for your company. Not only can we offer your business extended customer service hours, but we can even provide you with 24/7 live answering service! Don’t let those unanswered calls go to your competition – call Touch Communications today or contact us on our Facebook page!

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How can a call answering service seamlessly represent my business?

Even when business owners fully understand the benefits of using a call answering service, they may be hesitant because they are unsure how the transition process is going to work. What will my regular customers think when they call in and don’t get someone other than me? Will the transition be a smooth one? These are valid questions. So it’s important to know that your call answering service will represent your business seamlessly.

Three people in a Call Answering office.

To understand how this can be the case, it helps to know what happens BEFORE your company calls are transferred to TOUCH Communications.

Step 1: Getting your call forwarding number

When you sign up with TOUCH Communications, your business number stays the same, but you receive a call forwarding number. When callers dial your business, their calls can then be forwarded to the professional customer service reps at TOUCH Communications. For the caller, this is a seamless transition since they are always dialing your number.

Step 2: Customizing your account down to the last detail

Working with TOUCH Communications is like having a whole team of knowledgeable call answering service professionals working for your company around the clock. We start by gathering pertinent details about your business, such as the names and contact information for staff members, the type of information you will require from callers and what you wish us to do with the messages that we take.

Step 3: Representing your company and brand according to your instructions

Every business is different, so it’s understandable that you wouldn’t want a cookie cutter approach when someone is representing it. We work with you to develop how you would like our operators to greet the phone as well as questions that they should ask the caller.

We also develop processes which guide our operators on what to do with any given call. Depending on how you’d like us to represent your business, we can take messages, answer basic questions, set up or cancel appointments, forward calls to a designated person in your company and more.

Usually, we will divide calls up into different categories (e.g., Urgent, informational, appointments, etc.). Once we have these standards and processes in place, we will have you review it to determine if any changes are needed. Once you are happy and have been given the ‘all clear’ from you, we are ready to go live.

Step 4: We become an extension of your business

All the preparation leading up to this final step helps to ensure that we can seamlessly represent your business. In working with TOUCH, you can ensure that your callers will always reach a live receptionist who is able to give them the personalized service they simply couldn’t get from an automated system or voicemail.

Callers always feel that they are dealing with your business because they are!

If you have been considering using a professional call answering service such as TOUCH Communications but held back for fear that the transition might be a bumpy one, you can put those fears to rest. Our team understands that you need a seamless transition and that is exactly what we provide.

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How Live Call Answering Can Raise Your Company’s Prestige

If you’re looking for a great way to easily impress customers, increase sales and boost your company’s professional image, then look no further. Touch Communications provides businesses with live, 24-hour live call answering services from professional staff who care just as much about your business as you do.

Happy professional woman talking on a headset

Our Professional Touch

We know that you place a large amount of trust in the people you employ to be the first voice that your customers hear. That’s why we at Touch Communications only employ individuals who are professional, respectful, smart and caring. We don’t just take messages and page business owners with caller’s information. Instead, we take the time to carefully listen to all incoming calls and answer them with the same amount of professional care that customers have come to expect from you. We consider ourselves an extension of your business and take pride in providing your customers with the best experience possible.

Always Open for Business

Businesses are finding it challenging to keep up with the pressing need to always be available for customers. Gone are the days of customers being able to call only during business hours. In order to keep ahead of your competitors and to provide customers with an experience that they will remember, your company requires a live answer service. Customers will not only be happy that their call has been answered right away by a caring professional, but they will be impressed knowing that their call will always be answered, regardless of when they call.

Only One Chance to Make a Great First Impression

First impressions are everything to customers. As a business owner, you don’t want an answering machine to be the first thing that a potential customer hears, or worse – the last thing, before they dial your direct competitor who does use a live answering service. Instead, you want an experienced customer service provider who will answer your business’ calls with the highest degree of professionalism, at all times of the day, which can easily raise your company’s prestige.

Your Own Personal Secretary!

Are you a small business or a start-up enterprise who cannot afford a large staff at this time? If so, then using Touch Communications is like employing the best personal secretary as your own staff! Having a professional answer your company’s calls can give your business an enhanced status to customers. Choosing Touch Communications to be that live answering service is a simple, cost-effective way to add prestige to your company.

Around-the-Clock Service

Employing Touch Communications as your call answering service means providing customers with excellent customer service at all hours of the day. Regardless of where your business is located, we can help you. We offer a variety of package options, but all options have one commonality: to raise the profile of your company. Don’t trust anyone else with increasing your company’s image – call Touch Communications today!