Estimated reading time: 2 minutes, 45 seconds

If your business is feeling overwhelmed by phone calls, hiring an answering service, virtual receptionist, or call center can alleviate problems and improve customer and employee satisfaction. Although chatbots and text can help with some customer needs such as appointment-setting and bill-paying, the need for human voice communication is critical to the success of any business.

How do you know when it’s time for your business to hire a voice service?

In this article, we share three key indicators of a failing in-house phone system:

  • Low-quality customer service
  • Strained resources
  • Frustrated customers

Find out how to recognize the warning signs so that your company can avoid losing customers, employees, and revenue to poor telephone customer service.

Low-Quality Customer Service

Are you providing top-quality customer service by phone, or is the quality of your service compromised by an inefficient phone system?

  • How long does it take to answer the phone? Ideally, business calls should be answered within 15 - 20 seconds because more than half of potential customers will hang up after 45 seconds.
  • What’s your average hold time? Nearly 60% of consumers list long hold times as one of their top frustrations with telephone customer service.
  • Are you struggling to keep up with the number of incoming calls?
  • Are you missing calls due to customers calling after-hours?

If people are hanging up before talking to a representative, you’re probably losing revenue and upsetting customers.

Evaluate the efficiency of your phone service, and hire outside help before low-quality customer service damages your customer relationships or brand reputation.

Strained Resources

If trying to keep up with incoming phone calls is straining your company resources, you should consider hiring a voice service solution.

There are several ways to recognize strained resources:

  • Your staff is feeling overwhelmed by interruptions
  • Phone calls are interfering with their ability to follow up on leads or close sales
  • Answering basic, repetitive questions take up a significant amount of time

Overextending your staff can lead to burnout and low job satisfaction, and callers can tell when employees aren’t happy to help them.

If incoming calls are straining your human resources, you should hire a voice service to avoid problems with both employees and customers.

Frustrated Customers

Ideally, businesses will notice the signs of poor quality phone service and strained resources early on and hire a voice service to fix the problem.

When customers become frustrated with your phone service, it can affect your online reputation. According to a Clutch survey, 70% of people who have a negative telephone customer service experience are likely to share it with others.

For many, that means poor reviews and negative comments on social media.

The good news, though, is that 75% of people who have a positive telephone customer service experience are likely to share it with others.

 

Businesses that invest in high-quality customer service will benefit from the social proof provided by customers who are happy with their service and share their experience.

Determine When You Need Help Answering Phones

When your phone system compromises the quality of your customer service, strains your staff resources, or causes frustration for customers, it’s time to get a voice service for your business.


Kristen Herhold is a Senior Content Developer for Clutch, a B2B research, ratings, and reviews firm in Washington, D.C.

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