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Answering Service and Call Center Q&A: Episode 10

 

We receive questions from people all around the country who are wondering what Sound Telecom answering services and call center solutions can do for their business. Here are a few of those questions and our replies.

 

Image of a Sound Telecom answering service agent fielding call center questions

People send us queries regarding how our services work via our Contact Us form on a daily basis. We respond to those folks directly, but then we started thinking that if one person is seeking us out to ask a specific question, then maybe there are others out there who are wondering similar things. So, we made a Q&A blog series out of it to share our answers. Here are some of the latest inquiries about our call center and answering services

“Hi, I have a cosmetic product and I am planning to sell through local television commercials. I’m looking for an inbound call center for taking orders of this product. Do you do that?”

Indeed we do! We provide all types of inbound call center services, and order processing programs are one of our specialties. To get things set up we’ll discuss the catalog of cosmetic products you’ll be selling and determine all the pieces of information you’ll want collected from callers. That’s when we’ll develop a custom script to accomplish your order taking goals. Then all you have to do is let us know when your television commercial will be airing so we can staff the team appropriately to handle an influx in calls to purchase your product. We make sure you receive all order information, you fill those cosmetic orders, and you’ve got a bunch of happy customers!

“I’m interested in an after hours Virtual Receptionist. Is there a specific amount of people that would be assigned to my company?”

This is a great question and we get variations of it all the time. Lots of people are curious how many agents will be assigned to handle their account. So is there a specific number of people? The short answer is yes. But there’s a longer explanation, because the number of agents assigned to an account really depends on the account. Without more information about your company, your goals, how much coverage you’d like, and what your expected call volumes are then it’s impossible to tell you how many people will be assigned to your account.

If you’re a small business looking for virtual receptionist services that only expects a couple calls per day, then that’s one factor that drives down the number of people that would handle your calls. The opposite is true if your call volume is much higher. Another factor is the complexity of the calls you’re expecting. If it’s pretty basic stuff for us to handle, then there might be more people trained to handle it versus only a few people being assigned to those calls if they are longer and more complicated to process.

So, yes, there will be a specific number of people assigned to your account, but it really all depends on the program we put together with you.

“Hello! Ok, so we are a company that is based on the east coast, but we have customers all over the country. We want to have our phones answered Monday-Friday from 5:00 p.m. to 8:00 p.m. eastern time after we close our office in case one of our west coast clients calls. Can you answer specifically during those hours? Also, do you offer a service where we can forward our phone at random times during the day if everyone is out of the office?”

Ah, yes. The classic time zone conundrum. Your business closes shop at 5 pm on the east coast, but there are still three more hours of work time on the west coast when your customer still expect to be able to get a hold of you. Well rather than pay one of your staff members to stay longer everyday, it’s far more cost effective to just let us handle your phones for that three hour window, which we can absolutely do. And your callers will never know the difference!

As for the second part of your question, yes, you can forward your phones over to us at any time during the day when you’re either too busy, need to step into a meeting, going on lunch, or when everybody is out of the office on assignment. It’s very easy to forward your lines to us, and just as easy to unforward them when you’re available to take calls again.

Well, this has been our 10th entry in the series and it has garnered hundreds of viewers over the past 6 months. We might  keep it running, perhaps we’ll give it a break for a while, or maybe we’ll develop a whole new blog series to take its place. Either way, thanks for reading and check back every week for some fresh content!

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Answering Service and Call Center Q&A: Episode 9

Answering Service and Call Center Q&A: Episode 8

Answering Service and Call Center Q&A: Episode 7

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About Andrew Tillery

Born and raised in Oregon, Andrew has now put down roots in Seattle, because he refuses to call anywhere but the Pacific Northwest home. After graduating from Portland State University with a double major in Marketing and Advertising, he spent some time learning Spanish and experiencing all that South America has to offer. It was while he was south of the equator that he uncovered an interest in writing that he strives to develop whenever the opportunity is presented. When Andrew isn't taking care of business at the office, he is throwing fuel on his fiery passions for sports and the outdoors.