Answering Service Frustrations: Some Answers

Answering Service Frustrations: Some Answers

So you called an answering service lately? And you were put on an indefinitely hold? And you were transferred from one call center agent to another without any solution in sight? That's the common story for many of us. We have been subjected to sloppy inbound call center agents who were either too eager to push you to the next step or were too desperate to get rid of you. The point is that as a customer you disconnected the call with a bitter taste in your mouth. Customer care service is a division which goes somewhat unnoticed because the BPO agents are more eager to pool in new customers rather than retain old ones. Neglecting your existing customers is not a healthy practice anymore. In fact, in marketing parlance, it's arrogant.

It's ironical how business firms are willing to pay tons of money to get new customers and subscribers. They pay for outbound call center teams, they pay for telemarketing agents, they pay for advertising and they create optimized websites. In this melee of expenditure, they miss out on the very vital aspect of brand building: answering service. So what if you get 100 new customers every single day. If you are not treating them well, if your inbound call center team is taking things for granted, you are actually undoing all the hard work you are doing in getting them onboard.

More often that not, you have the answering service assure you that they work round the clock. Call them in the dead of the night and you will find them more dazed than you are! Call center managers may excuse themselves saying they cannot have engineers working for them round the clock. Fine. If you can't afford it, there are other ways of dealing with it. Have an IVR system through which the caller can leave the contact information. They can also leave behind a voice note saying when it's a good time to call them back. Armed with the information, your outbound call center team can call them. This time your BPO agent will be ready with the information needed. There is no delay. There is a happy customer on the other end of the phone.

The key problem in answering service seems to be the problem of getting the right person to talk to. You punch in information on your phone and talk to a call center agent. After hearing you out, the agent transfers you to another inbound call center agent. The irritant is that you may be asked for all the information again! This has got to stop. A dynamic system is needed which is fed with all the information a caller provides. Every subsequent BPO agent who talks should have the information ready on his/her screen. This is a time saver and a much-needed blessing for the caller! You can also develop a technique where the call is automatically transferred to a senior level agent if the initial person on line can't solve the problem.

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