If you own or manage a towing company, then you know that when the phone rings, there is a caller on the other end of the line that needs help immediately. They are either on the side of the road somewhere with a broken down vehicle or they are an angry property owner who needs to get a vehicle removed from their premises.
The problem is that it’s not always easy to answer a call. You may be short staffed or you may be on the road yourself driving one of your tow trucks. A live call answering service is an excellent solution for tow truck companies looking to provide better service to their customers.
A live call answering service such as that offered by Touch Communications can make the process of operating a towing service much smoother. Professional customer service representatives are on hand 24 hours a day, 7 days a week – so when that distraught or angry caller gets on the line, there is always someone available to take their call.
Here are a few more benefits that tow truck companies get from using live call answering services:
1. 24/7 Service at a fraction of the cost
Most tow truck companies want to be available 24/7 – after all, a breakdown can happen at any time of day or night. The problem is – unless you have a very large company, you’re probably not going to get a call EVERY night. And paying a staff member to sit in an office – or even to be on call – 24/7 can be quite costly.
Using a call centre, on the other hand, is generally much more affordable and TOUCH’s CSRs are always ready to provide professional and friendly service.
2. Call forwarding and dispatching
Of course answering the call and taking the customer’s information is only step one for towing services. The next step comes in actually contacting a driver and relaying the information so that they can go the aid of the caller.
Depending on how your company works, a TOUCH CSR can either forward the call on to someone else in your company, or they can take down the information and then contact one of your drivers. An online database can be created for CSRs to check drivers’ schedules, assigned area, etc.
3. Unsurpassed customer service
Dealing with people is not just a job for us – it’s our passion. And we are really good at it. When someone requires a tow truck they may be panicked, upset, excited, frightened, or angry. Also, the manner in which they are dealt with on the phone is going to matter. For most, it will be the first impression they get of your company.
Therefore, it is important that when a call is answered, the caller is dealt with in a calm and professional way. By employing the services of a company such as TOUCH – you know that your customers’ calls will be handled by experts.
Are you ready to take your towing company’s customer service to the next level? Then contact TOUCH Communications today and learn how we can help your business.