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Message taking service: What is it and is it worth it?
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Message taking service: What is it and is it worth it?

You know what it’s like when you’re busy, trying to hit a deadline or help a customer and the phone goes. Even if you can answer it, it’s too easy to think you have to get the caller dealt with quickly so you can get back to what you’re doing.

Same goes for offices when employees are asked to answer the phones.

One of the big problems with this is when it comes to taking accurate messages.

Anyone who’s worked in an office where employees answer the phone will know that the way messages are taken is often different depending on who answers the phone, which can lead to information being missed or messages being lost.

This is where a message taking service can be a lifesaver for your customer service and telephone answering.

So what is a message taking service?

A message taking service handles inbound calls, messages and customer enquiries for businesses. For business, a message taking service can act as a more reliable go between them and their own customers, ensuring accurate messages are taken and delivered to the right person and that no calls are missed or lost.

What are the benefits of a message taking service?

Extended call hours

When businesses need calls to be handled out of hours, an outsourced message taking service can ensure these calls are dealt with without the need for business owners or employees to always be available.

These extra hours can improve customer service for callers and also make it easier to capture out of hours opportunities.

Better Customer Service

Returning calls is a big part of customer service and there are ways you can improve how you do it. A big part is that you receive all the information you need in a message before returning the call.

Having this information ahead of time means customers don’t have to repeat themselves when you call back and also gives you a chance to resolve whatever problem they were having before returning the call – further improving your business’ customer service.

Better communication

Taking messages isn’t the only benefit of a message taking service, they can also help improve how messages are managed and stored until they’ve been returned.

With a message taking service you can have an improved method of documenting, organising, prioritising and forwarding messages either to the right team or person.

Having this more reliable function reduces the chances of important messages being lost or overlooked, not only improving customer service, but also business operations.

Get a more adaptable resource

If you need help making sure phone messages are taken accurately and that you’re not missing calls, you can always hire a receptionist.

This, however, comes with its own challenges, mostly when it comes to money.

That’s because employees are expensive (salary, benefits, holiday pay, sick pay, tax, pension, insurance etc)

That can be a lot of money to make sure you get accurate messages.

By comparison, a message taking service is more cost-effective and you can scale and adapt the service to fit into your demand.

Why you need a message taking service

Missed Opportunities

Without a reliable message taking service looking after your phones when you and your team are busy, there is always the possibility that calls will be missed and messages dealt with incorrectly.

Losing or taking inaccurate messages could leave you to not returning calls at all, or customers being required to repeat themselves when you call them back.

Poor customer service

The result of these missed calls, and lost or inaccurate messages can have a negative impact on your customer service. If you force the customer to repeat themselves you risk escalating complaints if the problem is severe enough.

Worse, it could lead you to not returning the call at all, which could lead to further complaints and a loss of trust in your business.

Your team has less time

All the time your team spends answering the phone and talking and managing messages is time spent away from their core jobs, which can have other negative effects on your business down the line.

It could be project deadlines being missed, or even teams being burnt out.

Our own research has found that the majority of employees have experienced anxiety as a result of being responsible for managing phone calls.

Improve customer service with a message taking service

The issues that can be caused by inaccurate or lost messages can be wide ranging and problematic for a business both from a customer service and operational standpoint.

An outsourced message taking service can serve as an essential tool to help you better manage incoming calls while allowing you and your team to focus on your work.

If you want to find out about our telephone answering and message taking services give us a call on 0333 323 1007 or fill in our contact form and we’ll give you a call to discuss how we can help you.

You can even try us free for 7-days to experience the benefits of our service up close.

26th January, 2024

Posted by Face For Business

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