5 tips for a successful telephone answering service

A telephone answering service is your secret weapon for providing consistent, high-quality support – even after hours or during busy times. More than just answering calls, it boosts satisfaction, enhances brand image and helps you gain a competitive edge. But how do you effectively set up a telephone answering service? Find out with ProContact.

What is a telephone answering service?

A telephone answering service handles incoming calls outside business hours or when the company is unavailable, guaranteeing constant accessibility and quality service for customers, partners or anyone seeking to contact the company.

Whether in-house or outsourced, this service plays a crucial role in communications management:

• Professional, personalised response to requests for information, appointments, emergencies, etc.
• Continuous telephone answering for enhanced customer satisfaction and reduced waiting times.
• Professional, reliable image for a stronger reputation in the marketplace.

5 tips for setting up a telephone answering service

Setting up an effective hotline requires careful planning and strategic execution. Here are five tips for successful implementation.

1. Define objectives and procedures

Before you begin, clearly identify the objectives of your call answering service. Determine what types of calls will be handled, the hours of operation, call answering procedures and expected service levels. Ensure that all policies and procedures are documented, and that call centre agents are trained accordingly.

2. Choosing the right technology tools

Invest in robust technological tools to facilitate call management. An advanced telephone system with features such as intelligent call routing, personalised greetings, and efficient voicemail can significantly improve the efficiency of your telephone answering service. You also need to ensure that your IT infrastructure supports the needs of your answering service.

3. Train and supervise staff

Carefully select and train your agents. They must be equipped with the skills needed to handle calls professionally, courteously and efficiently. Provide them with training on company policies, call answering procedures, products or services offered, and the use of technological tools.

4. Set Key Performance Indicators (KPI)

Define key performance indicators (KPIs) to evaluate the effectiveness of your call answering service. These may include average call response time, first contact resolution rate, customer satisfaction, etc. Monitor these KPIs regularly and use the data collected to identify areas for improvement and optimise your service.

5. Regular supervision and performance review

Set up a continuous supervision and assessment system for your hotline. Monitor agent performance, provide regular feedback and offer professional development opportunities. Also carry out regular call quality assessments to ensure compliance with established service standards.

In-house or outsourced hotline management?

Managing your telephone answering service in-house gives you total control over schedules, scripts and agent training. However, this solution is costly in the long term, due to the salaries, benefits and training costs involved. What’s more, it lacks the flexibility to adapt to peak activity, and can be detrimental to the company’s productivity.

Thus, outsourcing your telephone answering service is the best solution.

The advantages of outsourcing your telephone answering service

Many companies choose to outsource their call answering service, entrusting the management of incoming calls to a specialised service provider, often a call centre or telephone service company. The latter provides a team of dedicated agents, trained to answer calls according to the client’s specific guidelines and procedures. In addition to inbound calls, outsourcing can also include the management of outbound calls, a practice known as call blending.

Outsourcing your telephone answering service offers a number of advantages:

• Professional expertise: specialised service providers are equipped with advanced technologies and trained personnel to deliver quality customer service.
• Flexibility: companies benefit from on-demand hotline services, tailored to their needs in terms of operating hours, call volume, etc.
• Reduced costs: outsourcing hotline services can be more economical than maintaining a dedicated in-house team, as fixed costs are often reduced and companies generally only pay for the services they use.
• Improved customer satisfaction: an outsourced telephone answering service guarantees continuous availability and prompt response to calls, helping to boost customer satisfaction and loyalty.

How to choose the right service provider for your telephone answering service?

If you decide to outsource your 24/7 call answering service, you need to know how to choose the right provider. Here are the key points to bear in mind when making your choice:

Services offered

Hotline outsourcing providers offer a wide range of services: multilingual call answering services, online appointment scheduling, claims management, telemarketing, etc. Identify your needs to choose the offer that’s right for you.

Team skills

Professional call handling is vital to brand image and customer satisfaction. So it’s crucial to entrust this responsibility to a skilled and experienced team. Teleoperators must have expertise in good telephone communication practices and demonstrate qualities such as:

• Impeccable oral communication
• Positive vocal intonation
• Appropriate responsiveness
• Attentive listening skills
• Courteous and respectful behaviour.

Trial period offered

Entrust your brand image to seasoned professionals. Opt for a service provider offering non-binding contracts or a short trial period. This phase will enable you to assess the skills of the operators in terms of answering calls, call handling and compliance with your instructions, and you can also test the quality of call transmission for smooth, seamless communication. You’ll also be able to assess the service provider’s responsiveness and involvement in meeting your needs.

Benefit from a customised telephone answering service with ProContact

Outsource your telephone answering service with ProContact and benefit from quality telephone answering, continuous availability to meet your customers’ needs, and professional management of incoming calls. Our aim is to ensure smooth communication and optimum customer satisfaction. Entrust your telephone answering service to us and enjoy an impeccable, tailor-made service adapted to your needs and budget.

Contact us via our contact form for your tailor-made offer, or call us on (+33) 1 84 76 24 03 to find out more about our services.