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How to Handle High Call Volumes from Google AdWords

 

With the amount of money you spend on Google AdWords, you don’t want to miss a customer or lead, simply because you don’t have enough representatives available.

A woman on her cell phone, waiting for her call to be addressed. How to Handle High Call Volumes from Google Adwords.

Using Google AdWords is a very effective and proven way to market your company.  And once customers are interested in doing business with you and have chosen your company, they’ll want to speak with someone for details about your services.  But will your business be prepared to handle the influx of phone calls or live chat messages?

People who have found success through AdWords know that it’s very expensive to win the highest bid and have your ad displayed.  You wouldn’t want to lose a prospective customer, just because you don’t have enough representatives available to handle their call in a timely manner.  We live in an age where people expect good results at an increasingly rapid rate, and a customer can become disinterested in your company in a matter of minutes or even seconds.  Don’t waste the money you’ve invested in your advertisements by being under-prepared to handle the high call volumes.

A call center can help you handle these customers, day or night.  Google continues running after normal business hours have concluded, so why wouldn’t you want to be prepared to handle the calls that come in after-hours, too?  An answering service can handle callers with simple questions and achieve one-call resolution, or they can route callers to the correct locations.  At the very least, if a call agent speaks with a customer after-hours who needs to speak with an expert from your business, the agent can take a message and assure the customer that their call will be returned as soon as possible.  The customer will feel appeased until the following morning, knowing that they spoke with a live person who will deliver their message.

Our call center will work with you to prepare a script and construct an efficient routing system.  If you don’t know where to begin when assembling your script, here are some questions to consider:

  1. What is your estimated number of callers you’ll receive each day?
  2. What are your most frequently asked questions?
  3. In regards to call transfers, would you like call agents to use a cold or warm transfer?
  4. What greeting would you like the agents to use when they answer your customers’ calls?

Preparing the FAQ portion is an important part for you to prepare because you know your industry and customers best.  As your business grows, your answering service can grow with you and make any updates and implement better practices as you find necessary.  To begin a conversation with us about creating an answering service to handle high call volumes from Google AdWords, please give us a call today.

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This entry was posted in Answering Service, Call Center News, Sales and Marketing and tagged , by Jessica Truong. Bookmark the permalink.

About Jessica Truong

Jessica is the marketing intern for Sound Telecom.  Born and raised in San Francisco, she was looking for an adventure in a different terrain and decided to attend Seattle University where she received her degree in English Literature.  She brings critical thinking, writing, and researching skills that she developed from her major to the company.  In college, she also served on the executive board for the service fraternity Alpha Phi Omega and participated in various cultural clubs and performances.  When she is not working, she enjoys cooking, baking, hiking and pretty much any opportunity to be out in the sun.  She is excited to learn as much as she can at Sound Telecom and hopes the company views her participation auspiciously.