The Characteristics of a Good Telephone Answering Agent

In this advanced age, the telephone is still the most essential point of contact with people, especially to customers if you run a business. It’s estimated that 80% of business in the U.S. is conducted over the phone. How you handle phone calls has a big impact on how your company is perceived. In today’s society, customers expect businesses to communicate at all times. The call answering service you choose should be an extension of your brand and reinforce the attributes you would expect from your employees as well. If you’re planning to hire a virtual pa, we recommend you consider these qualities when making your choice:

Competence

This is something you expect, but don’t always receive. Calls should be answered promptly, on the first or second ring, with minimal hold time. Calls should be gathered quickly, but appropriately. Even something as simple as the spelling of a caller’s name is important. An “escalation protocol” should be established that allows the telephone representative to take calls that require immediate action, but redirect calls that are much less urgent.

Professionalism

The most important reason to employ an answering service is to have one-on-one contact with your clientele. When we say professionalism, it means that the people answering your calls are trained to represent you with competence, enthusiasm, and professionalism. If a company has phone operators who are untrained, disinterested, and unmotivated, it is worse than shunting callers off to voicemail. Listen to many inquiries or make a few test calls before deciding on who to connect with.

Specialization

Just as a business caters to the special needs of its customers, so do phone service professionals. The person answering the phone should be trained not only to answer basic questions about hours, location, etc. but also to see your products and services. This is how they should meet the demands of your callers to symbolize the professionalism of your company. It’s not enough to have a message. Phone agents must be able to function as an extension of your business.

Compassion

Compassion to work is essential as well. Truly understanding what customers need is an important part of being a competent phone agent. The phone agent must have an innate sense of caring and compassion that manifests itself in their mindset and voice. Callers must keep in mind that the person answering the phone is representative of the trust they place in you.…