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Achieve Winning Business Communications: Play Six
Anser • May 01, 2020
Play #6: Determine the ROI from the Answering Service
Now you have your coaching staff and team in place – Congratulations! It is now time to win the Super Bowl and may your call to choose the best answering service partner.
Your last analysis is your Return on Investment
(ROI). Many companies make the mistake of viewing answering services as an expense. A successful company must be client-centric and needs a like-minded answering service as a partner in this effort. Does your answering service provide value that increases your profitability? Here are some questions to help you determine the value for your ROI.
- Does your answering service offer help that alleviate burdens on your employees that may improve morale and provide a better work environment?
- Does your answering service improve your workflow processes resulting in greater customer loyalty?
- Does your answering service increase your profits by securing new customers you may have other missed?
An answering service is on the frontline talking to your caller, meaning it has the unique ability to help you gain and retain clients. This is the measurable you will use to determine how much you gain from your answering service partner.
In the Whitepaper at the end of this blog, we have a very detailed formula that will probably require your accountant to figure out the actual dollar value of what an answering service can bring to your company. For this blog, we are going to provide 3 key basics to help you finalize your decision and move forward.
- What is the cost to your company of missing a new opportunity?
You spend marketing and advertising dollars to attract new customers to your products and/or services. It is critical to be available to all callers to service their needs and wants. Make your money count and grow your business by being available to every new opportunity. - How important is it for your business to retain your customers?
All businesses want to retain their current customers as a recurring source of income either through more business or referrals. Provide that trust and confidence to always be available to help. Keeping your customers long-term will help your company maintain its success. - How can you improve employee loyalty, appreciation, and morale? What is the value of keeping an employee instead of going through the hiring process?
With the best answering service partner, your employees can truly enjoy uninterrupted time off with family and friends. The employees on call appreciate only dealing with legitimate business calls.
Employees will not have the desire to look elsewhere when you provide a comfortable work environment. Creating a positive work culture creates good morale, employees stay longer and help keep the hiring costs down, are more productive and can focus on company growth and success.
When you consider the small cost of answering service available 24 / 7 / 365 for your company’s benefit, the best partner can bring an incredible ROI
for your company by helping with retaining of current customers; garnering new customers; and saving on labor costs.
In the final installment (PLAY #7) ONGOING COMMUNICATIONS
and PRACTICES, we will examine how to keep your team going to maintain and improve for each season.
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For the 17 th time, AnSer Answering Services has been honored with the exclusive 2023 Award of Excellence. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call center services including telephone answering and message delivery. AnSer was presented the award recently at the CAM-X 59 th Annual Convention and Trade Show in Calgary, Alberta. Independent judges are contracted by CAM-X to evaluate message services over a six-month period. The scoring criteria includes response time, courteousness of rep, accuracy of call, knowledge of account, and overall impression of call. For over 70 years, AnSer has been a leader in the telecommunications industry and is now a 17-time winner of the Platinum Plus Awards which demonstrates AnSer’s quality service to its customers. If you would like to learn more about AnSer’s services and how they are able to help improve your communications with your current customers and potential new customers, call any time and ask for Byron at (920) 490-7700.
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AnSer Answering Services for the second time in the past three years has ranked in the annual INC 5000 fastest-growing private companies list. AnSer is part of Message Network, Inc. headquartered in Green Bay, WI, but AnSer is operating a total of 18 call centers with live telephone agents from coast to coast in the United States. For over 70 years, AnSer has been a leader in the telecommunications industry and is currently the #1 ranked call center in North America by the industry’s two largest associations. President Allan Fromm commenting on the many recent achievements of AnSer said, “I am very proud of our entire team working towards our company goal of providing a friendly, professional customer service experience. Our recent awards and continued growth are a testament to our team’s commitment, and we appreciate the recognition from third parties.” If you would like to learn more about AnSer’s services and how they are able to help improve your communications with your current customers and potential new customers, call any time and ask for Byron at (920) 490-7700 .
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