Using an inbound call support program is great, but to truly benefit your business, make sure you are taking advantage of Call Quality Monitoring.
You and your customers both want your calls handled with the utmost attention to detail and the highest level of support, but it can be tough for small and mid-sized businesses (and even some larger enterprises) to effectively monitor their calls and make sure employees are being properly trained and are putting their training to use. Luckily, with the right answering service, you can get all of the benefits of call quality monitoring without any of the hassle and expense.
Inbound Call Answering Services and Quality Monitoring for Your Business
Monitoring inbound calls for quality assurance requires at least two employees—the one receiving the call, and the one monitoring for quality and providing feedback. Whether the monitoring is done live or the call is recorded for later review (which typically requires a legal disclaimer at the beginning of the call that can be off-putting for many customers), the same amount of time needs to be invested. For rigorous call monitoring that is actually translated into meaningful and actionable feedback, you’re looking at several extra staff hours per week at a minimum. Larger businesses with more calls and more people answering them need a full-time staff of call monitors to support over-the-phone efforts.
An answering service with call quality monitoring services gives you the big business approach on a small business budget. We answer a lot of calls, and we want our clients and their customers to be thrilled with the way our virtual receptionists handle inbound calls, so we know that keeping some expert call monitors on staff is worthwhile. Our business improves by helping your business improve: when our call monitors listen in on our highly-trained answering service specialists, we’re making sure your customers are getting the best customer service around in accordance with your precise instructions.
Our call quality monitoring service means your customers always get accurate information, friendly answers to their questions, and quick transfers when their call meets the criteria you’ve set for accepting transfers. We listen for smiles over the phone from both our representatives and your customers, and we’re not satisfied unless every call ends on a happy note. From answering for a law office, CPA firm, local plumber, or medical practice we have the resources to get the job done right. You might not be able to devote the necessary resources to comprehensive call monitoring, but it’s our job!
High Quality Call Answering Means Repeat Customers for Your Business
When calls are monitored and quality control measures are regularly put into use via feedback and training adjustments, customers notice. They won’t know what’s going on behind the scenes, but they know they can rely on friendly, professional, and informed assistance every time they call your business. That makes them a lot more likely to call again and to remain loyal customers as long as the level of service keeps up.
Partner with us, and that’s something you’ll never have to worry about again. Keep your customers happy with high quality calls—get in touch with us today!