Solving Business Problems Is Only a Phone Call Away
“We listen to our clients and provide services that make their lives easier – we strive to be an extension of the businesses we work with”.
The Call Answering Company was formed out of a passion – for excellent customer service. Since their establishment in 2019, the team at The Call Answering Company has grown, and with this growth, they have developed a reputation for solving a wide range of problems for their clients.
Let’s explore some of the problems they have solved over their first three years in business and why they can add value as UK businesses face some of their biggest challenges since the pandemic.
Missing business and customer revenue
One of the most significant benefits of having a call answering service is that a business never misses a call. However, it doesn’t end there. Calls can equal sales, forming a part of your customer service delivery. By offering professional telephone answering and logging, any enquiries or sales leads are not missed. Equally, being there for your customers and having someone to talk to can be critical. In the case of Itseeze Websites Hull, they were missing calls and business.
Nic Johnson said:
“Having the first point of contact that reassures the client we are available to listen to what they need is important. It's been a real game-changer. We can follow up quickly and record who called and when”.
Cost
For many businesses, the cost of recruiting full-time along with finding the right people can be a real challenge. This is particularly important for small businesses that require professional support, but the cost may be an issue. Philip Brignell from the Green Ginger Hotel found a cost-effective solution to customer service without the overheads.
He says: “We acquired a 20-unit aparthotel which had been operated remotely with state-of-the-art door systems and cameras. We still needed to be available day and night, and finding the right people, and the cost of a 24-hour reception was a financial drain”.
A quality and professional response
Many businesses pride themselves on high-quality customer support or require call handlers that can deal with sensitive information or matters. Wellbeing Solutions provides an Employee Assistance Programme to national and international companies. The Call Answering Company is the main point of contact for their 24/7 helpline and overflow calls to head office. They need a partner to handle volume around the clock while complying with a strict SLA. Callers are naturally distressed and anxious and need handling with care and empathy.
Steven Stanbury, Managing Director of Wellbeing Solutions, commented on their outstanding service: “The Call Answering Company has been an exceptional partner and met all of our requirements, and exceeded them. They work with us to ensure that all calls into our helplines and main office are dealt with promptly and efficiently”.
Securing support 24/7, 365 days a year
Many businesses are dependent on having to provide telephone answering around the clock. This might be for logging support calls or help calls. Finding the right people and resources and the cost can be highly challenging. The Call Answering Company support Kiwi Facilities Maintenance by answering and managing calls on an out-of-hours basis. Kiwi receives a high volume of out-of-hours calls relating to urgent maintenance issues under tight contractual arrangements.
The Managing Director of Kiwi Facilities Maintenance said: “The Call Answering Company provide Kiwi Facilities Maintenance with critical out-of-hours support, ensuring our inbound calls are answered and fielded to the correct engineers for immediate response. They form a major part in our aim to deliver excellent customer service day or night”.
Recruitment challenges
Since the pandemic, the recruitment sector and the businesses they support have suffered immeasurably. Skills gaps continue to increase, and additional strains in an already competitive job market continue. With the cost-of-living crisis on the cusp of its next phase, 1 in 5 employees plans to job hunt over the next year, with a further 60% putting salary as a priority. The team at The Call Answering Company are experts in filling skills gaps for their clients using short-term cover or handling a fully outsourced virtual reception service.
Disaster recovery and business continuity
Every business, large or small, should have a plan to ensure business continuity in unexpected emergencies. The cost to the reputation and finances of your business from issues such as communication failure could be extensive. The Call Answering Company work with clients to build a disaster plan tailored to their needs.
If you have a business issue you think the team at The Call Answering Company could handle, get in touch today.
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