Hiring a call center to handle your business’s communications can be a great tool to help your employees save time and focus on their more pressing tasks each day. But if off-site operators are answering your phone calls, you want to make sure that they hold the skills necessary to properly project the attitudes and values of your company so that customers and potential customers have a positive and memorable brand experience. Here’s a list of helpful values and call center skills you’ll want to ensure agents who answer your phones exhibits in order to create just that type of experience.
- Extensive industry knowledge
Although an off-site operator is not actually a member of your company, the operators from Pittsburgh Telephone Answering Service who work with your business are experienced experts in the field of the particular industry they work with. They also work closely with you to determine the particulars of your company, your products, services, and values so they feel like extensions of your own office when they answer your calls. This means that our operators are able to field and appropriately respond to almost any questions a caller might have without having to defer the call to you or your employees. It also reflects on your business, showing clients and potential clients alike that your company is knowledgeable, experienced, and can efficiently handle their business. - Flexible attitude
Your employees know that your business is constantly growing and adapting, and that their roles and interactions with clients may have to grow and adapt as well. You want your communications operators to be on the same page and to exhibit that same flexible attitude. Make sure that your answering service conducts regular trainings on your procedures and client communications to stay up to date in terms of your business’s services and goals. - Efficient time management
For some of us, when we’re on the phone, we can get easily caught up in the conversation and lose track of either time or the purpose of the call in the first place, especially if we’re personable and engaged in the conversation at hand. While your off-site operators should exhibit the ability to relate to your customers, you also want to be assured that they manage their time efficiently in order to respond to every call you receive. Since Pittsburgh Telephone Answering Service (PTAS) works so closely with your company to determine exactly how you want your calls responded to, we can make sure that our operators will spend just the right amount of time on every call, leaving your customers satisfied and impressed with your brand’s communications. - Company loyalty
Customers love building relationships with the people they work with. Doing so creates a sense of trust and eases everyone’s job, on both the client and service provider sides. The same goes for call center operators. You want your operators to stick with your company as long as possible, so your customers have a sense of normalcy and comfort every time they call and speak to the same person. This type of loyalty also communicates to customers that your brand is caring of its employees and will consequently be caring to them as well. - Strong customer relations
Make sure your phone service operators are personable and empathetic with callers. Doing so helps show customers and potential customers that they are cared for and matter, and in turn makes them want to do business with your company.
No matter who answers your company’s phones, you’ll want to make sure they exhibit all these qualities to attract new clients and keep your current ones around for years to come. At Pittsburgh Telephone Answering Service, our operators are highly trained and experienced and can do just that. Take a look at our website to learn more about our services, or contact us today get started promoting a memorable brand experience for everyone who calls your office.
