It can seem like a big risk to outsource your call answering. It is, after all, one of the most customer facing parts of your business and how your calls are answered and dealt with can create a lasting impression on your customers.
However, outsourcing your call answering to the right provider can have all kinds of benefits for your business.
In this three part series we’ll explore the benefits of outsourced call answering from these standpoints:
- Customer Experience
- Employee Wellbeing
In this first blog we’re going to focus on the financial benefits of outsourcing your call answering.
Save on costs
The most obvious financial benefit of outsourcing your call handling is the cost savings you can get compared to hiring a full-time or part-time receptionist.
Hiring staff can be expensive (the average receptionist wage is close to £25k a year) and comes with additional costs in tax, insurance, holiday and sick pay plus training and development costs.
Outsourcing your call answering greatly reduces this cost, and allows you to predictably price in the investment.
For example our most popular call answering packages start at around £200 a month (including out-of-hours calls) and we proactively optimise the tariff you’re on based on usage so you only ever pay for what you need.
Gains from productivity
Answering calls might only be a small job but the time can quickly add up when you’re dealing with dozens of calls a day – plus the time you lose trying to get back into the work you were doing before.
Outsourcing your call answering frees you and your team up to focus on key projects and value adding tasks, without worrying that you’re missing calls or losing new business opportunities.
By giving employees, and yourself, more undisturbed time to dedicate towards important tasks you can create more revenue-generating opportunities.
Capture more opportunities out-of-hours
Not every caller is going to be able to call you during the regular 9-5 office days. They’re working too so can’t call during the day, or they might need help outside your normal hours.
They’re problems and questions don’t clock off at 5pm, and neither should your customer service.
By outsourcing call handling to us you can extend your call answering resource into the early morning and late evening, as well as have calls answered on the weekend to capture even more opportunities.
Scale your costs based on need
One of the other downsides of hiring staff is that regardless how busy you are, you still pay their full wages. If you hire a receptionist to cover a busy period but then things quieten down later, you’ll still be paying even though you don’t need the same level of service.
With an outsourced call answering provider you can reduce your costs during quiet periods by changing the plan you’re on. Then, when things get busy again and you need more help, you can increase the level of resources you need.
This flexibility in service means you’ll always have the resources you need to deal with your calls, with the option to reduce your service (and costs) when you don’t need as much help.
Reduced recruitment and training costs
As we’ve mentioned, in-house call answering can be an expensive proposition and this also includes the costs associated with recruiting and training call answering staff.
Outsourcing the call answering not only reduces your monthly costs for the service, but also means you don’t have to spend time and money recruiting and training new members of staff because you’ll instantly have access to a team of trained PAs who can answer all your calls professionally from day one.
Win more on customer service reputation
More customers today are more likely to choose a company that has a reputation for delivering great customer service across all channels, including online and over the phone.
Rather than trying to wing it by asking staff to handle calls as well as their core jobs, you can put a professional face (or voice) behind your customer service to ensure every caller gets an exceptional level of service and feels valued after speaking with your business.
Reduce sales and marketing costs
Winning new customers with new sales and marketing campaigns is far more expensive than the cost of retaining and upselling your existing customers.
And a big part of this is delivering great customer service that makes customers want to stay with you.
Outsourced call answering can make your customer service more professional and reliable by ensuring every call is answered quickly and professionally.
Get the financial benefits of outsourced call answering
Outsourcing the call answering comes with a range of financial benefits that can free up more investment to put into other parts of your business like product development or sales.
If you want to talk about how our outsourced telephone answering service could benefit your business give us a call on 0333 323 1007 or fill out the form and one of our team will be in touch.
We can give you a free quote and also offer you a 7-day free trial of our service so you can judge the benefits for yourself.
15th January, 2024
Posted by Face For Business