A call answering service could help your business to grow and generate more income. The Financial Times released an article ​that​ discussed the role of human-led contact centres for businesses. The article has since been widely shared and discussed online​,​ ​w​ith many lamenting the loss of human cont​ac​t and the increasing move towards removing phone numbers from websites so that customers have little or no way to contact the business.

LinkedIn News shared the article and started a poll amongst users ​asking​ how they would like to contact businesses​,​ including options such as chatbots, human phone calls, emails and forms. The resounding preference was a phone call with a human​,​ with over 75% of responses choosing this option. This may surprise you​,​ considering the increasing use of chatbots and automated call responses,​ and​ it is true these options can be cheaper than call answering services. So, the question remains​,​ is having a call answering service worth it​?​​ ​

Creating value from disgruntled customers

At Phoneta, we believe that human contact is important for businesses. But the key is getting that contact right and ensuring it supports a business-wide ethos of good customer service.

It is not uncommon in times of economic concern for businesses to cut costs by reducing their customer support​,​ whether this means reducing in-house customer service staff or by changing their customer service centre practices. This is often because businesses see customer service centres as a business cost rather than a value generator. But if customer services are managed correctly, they can be a powerful value generator for businesses, particularly small​–​medium businesses.

If you contact a business because you have a questions or concerns about a purchase​,​ the experience you receive can have ​a ​profound effect on your opinion of that business. Customers are also highly likely to share their experience with others​,​ whether it is positive or negative. So having a customer service centre ​that​ leaves customers feeling good can be an ideal way to turn disgruntled customers into brand advocates.

Making things easier for your call answering team

If you make it hard for customers to contact you, it is unlikely customers will just give up​.​ ​T​hey are far more likely to get mad​,​ and when they do figure out how to contact you, they are going to take ​it​​ ​ out on your call answering team. But if you make contacting the business easy, customers are less likely to be irate by the time they reach a real human and if there are proper processes in place there is a good chance the call answering team can turn that customer from grumpy to appreciative.

Dealing with irate customers is a skill in its own right​,​ and relying on your ​​operational employees to deal with these customers can lead to stress and upset on both sides. Employees who work in your business in operational roles may not have the skills required to effectively manage customer queries on the phone. This also takes them away from their normal tasks and if they have to stop in the middle of a task, they may not be in the best position to handle an upset customer.

By outsourcing your call answering to a dedicated team​,​ you can take the pressure of​f​ your ​​ operational employees and improve customer services by having experienced teams answering calls and managing customers effectively. And let’s not​​ forget the fielding of nuisance calls ​that​ can be filtered out by using our call answering service. ​​​All of ​​t​his means your most valuable assets, your employees, are not being lumbered with distracting customer calls. Meanwhile​,​ your customers benefit from an improved service and feeling of satisfaction.

How can using an outsourced call answering service gain you more customers

Using an outsourced call answering service also allows you to extend your open​ing​ hours for customer services queries. This is particularly useful if you are a B2C business whose customers may not be able to contact ​you​ during the working day or even in the working week. At Phoneta, we can work with you to design a call answering package ​that​ works for you​,​ whether this means only covering out​-​of​-​hours calls, or covering calls 24/7​,​ or something in between. Our industry experience allows us to recommend best practices and suggest the best solutions for your business and its customers.

One of the worst parts about calling a business can be waiting on hold or to be connected. You may have no idea how long you have to wait​,​ and you may have to hang up before you can even speak to a ​person​. But by using our dedicated call answering service​,​ we can ensure your customers calls are always answered in a prompt fashion.

In a world where being able to contact a business via phone quickly is becoming increasingly rare​,​ using a call answering service can be seen as a competitive advantage. Our team can help you​ ​ leverage good customer service as a key selling point to help you stand out from your competition.

Who Millerson are: 

Millerson is a family-run, independent estate, letting and property management agency. Since they launched back in 1991, the business has grown extensively; starting with just one office in Tavistock to now nine across the whole of Cornwall. The team all have a comprehensive knowledge of the local housing market and this, combined with traditional values and modern technologies, guarantees a first-class service that is second to none. They offer a whole range of services; including free valuations, accompanied viewings, in-house photography and advertising on all the major portals. 

The problem: 

The letting and property management business was struggling to manage a large volume of phone calls alongside their necessary visits across the region for viewings and valuations. As a result, they were concerned there was a chance that calls were eventually going to be missed and, subsequently, the potential for a loss in business would arise.

 

What We did: 

We collaborated closely with Millerson to gain a comprehensive understanding of their organizational workflow. Once we grasped the intricacies of every facet of their business, we meticulously designed and implemented a set of custom protocols. In practical terms, if their team is occupied, we seamlessly step in to answer calls that would have otherwise slipped through the cracks, ensuring that no opportunity is missed.

In summary, the benefits that Millerson saw with our services were as follows: 

• Improved customer service; a call answering service can ensure calls from tenants or property owners are always answered promptly and professionally, even during busy periods. This can help to improve customer satisfaction and retention. 

 
• Greater efficiency; a call answering service can help to streamline communication between property managers, tenants, and property owners by triaging calls, taking messages, and routing calls to the appropriate person or department. 

•Continuous Customer Care: Our services extend beyond conventional business hours. With our around-the-clock office, calls are promptly answered 24 hours a day, 365 days a year, ensuring an extended reach for customer care and support.

Millersons’ testimony: 

“Phoneta has been exceptionally brilliant at taking all the calls while our staff are busy, or out on appointment. We know, for sure, that every phone call counts. They are received and emailed to us, so nothing is missed. It is a complete service; 24 hours a day, seven days a week – can’t wish better than that!” 

Elevate your estate agency’s performance with Phoneta’s expertise in streamlining efficiency, ensuring cost-effectiveness, and boosting productivity. Contact us directly at 01209 311 311, or conveniently reach out through our user-friendly contact form below. Your journey towards a more efficient and productive estate agency begins right here!

 

Who they are:

Pure UK provides first-class property services throughout West Cornwall. Their friendly and professional team are all experts in the holiday home rental, property sales, and management industry who have a comprehensive knowledge of the local area.

Since Pure started back in 2009, they have worked hard to establish themselves as one of the most successful operators in their field and have seen bookings increase year on year, with 2011 turning out to be an incredible record-breaker; achieving quadruple the amount of business compared to the previous 12 months.

The problem:

The property management business always had to operate a 24/7 out-of-hours customer call service which translated to four staff members having no real work-life balance. Aside from this inconvenience, a large percentage of the calls were unproductive and not even an emergency.

What Phoneta did:

We got together with Pure Cornwall’s team so that we could get a good idea of how their organisation works; breaking everything down step by step, and once a clear understanding was established, we created tailor-made protocols with a tier system so any potential emergencies are still received and assessed on a 24/7 basis and actioned appropriately.

With Phoeneta now working with Pure Cornwall – having access to their own in-house systems all phone calls are recorded for them to follow up and only one member of their team has to be on standby which makes for a happier, healthier, and more efficient workplace.

In summary, the benefits that Pure Cornwall saw with our services were as follows:

• Improved customer service; a call answering service can ensure calls from tenants or property owners are always answered promptly and professionally, even during busy periods. This can help to improve customer satisfaction and retention.
• Increased productivity; by outsourcing call answering to Phoneta, Pure staff can focus on their core responsibilities, such as property maintenance and tenant relations, without being constantly interrupted by phone calls.
• Greater efficiency; a call answering service can help to streamline communication between property managers, tenants, and property owners by triaging calls, taking messages, and routing calls to the appropriate person or department.
• Continual feedback; as part of the service, Phoneta gives weekly/monthly reviews and regular meetings – plus a 24/7 account manager is also provided.
• Statistical data; Phoneta provides Pure with hourly/weekly stats to help with their staffing levels and shift times.

Pure’s testimony:

“Our property management business operates through a complex system of multiple booking agencies and hundreds of property owners. With Phoneta’s assistance, we were able to shift from instructing multiple regional out-of-hour in-house operators to one centralised out-of-hours service.

It has resulted in us providing superior service to our clients at a lower cost. Getting the service started was a complex procedure that involved new systems for Phoneta, they met every challenge we presented with enthusiasm and flexibility to meet our specific needs.

Being in close contact with their operational team has meant almost instantaneous improvements in procedure whenever feedback was provided. All our staff speak highly of the communicative relationship they have with the Phoneta team and the reduction in out-of-hours responsibilities for our staff has improved company morale and job satisfaction for our staff.

Initially, when seeking an answering service, I was very hesitant. I have worked in companies whose outsourced answering services are as robotic as can be. However, Phoneta’s call answerers provide the human touch and a proactive approach to solving the problems they are presented with, essential aspects of our business.

I couldn’t be happier with the service we have received from Phoneta and look forward to continuing to work with them in the future.”

If you want Phoneta to help you achieve a more streamlined, cost-effective, and productive business, then contact us at 01209 311 311. Alternatively, leave a message via our social media platforms – just click on the relevant icons via this website.

DON’T MISS ANOTHER IMPORTANT CALL OR OPPORTUNITY!

Like many UK organisations, the care sector has experienced incredibly tough challenges over the last few years. Government funding cuts, staff shortages, the pandemic, and now to make matters even worse, the cost of living crisis has resulted in an industry that’s now buckling under extreme financial difficulties. 

A recent independent report based on a representative survey of care providers in England recently found one respondent describing the current climate as “genuinely the most perilous period in the organisation’s 50-year history,” going on to say that their “ability to provide residential care and supported living is seriously compromised.” And as much as there is no ‘magic wand’ to make everything better immediately, there is one solution that can, at least, give care providers a more efficient workforce and, more importantly, big cost savings. 

Help is at hand. 

When you sign up for a telephone answering service, instead of having to spend the extra expense of hiring full-time reception staff – or rely on the existing workforce – you can start to relax in the knowledge that you’ll have a dedicated call handling team on hand whenever you need them; giving you first-class professional service when you need it the most.

Here’s a bit more detail… 

Real cost savings 

 
Hiring a dedicated receptionist or administrative staff to manage calls can be costly for a care provider, particularly small or independent practices and homes, so bringing a telephone answering service onto the team can be a cost-effective solution. By outsourcing call management, care providers can save on staffing expenses, office space, equipment, and training costs – see how those numbers add up. 

Everyone benefits 

Aside from increased financial savings, patients, families – and staff – will all be smiling more too, when the answering service on hand can handle appointment scheduling, cancellations, and rescheduling. This frees up valuable time for the provider to focus on patient care rather than administrative tasks, which all translates to a much more efficient operation, leading to a far happier working environment. 

Improved communication 

When you think about it, effective communication is essential for any business operation – and the care industry is no different. A telephone answering service can handle those high volumes of incoming calls from patients, their families and other stakeholders with the utmost of professionalism and efficiency. 

They can also greet callers, gather essential information, and ensure that messages are accurately relayed to the care provider. This helps maintain a positive image and provide excellent customer service, leading to a higher rate of patient retention, improved reputation and, ultimately, financially better off. Talking of which, another point worth remembering about when you have a slick answering service, and that’s no more lost business opportunities. For every missed call, a care organisation could potentially lose a new client to a different nursing home in the area. There’s always competition, and this industry is no exception. 

A flexible workforce equals greater financial benefits. 

One of the best features of a telephone answering service is that they don’t have to be employed all the time, meaning care providers only pay when they need the extra help. Yes, that’s right, when demand is down, so is the cost outlay – how amazing is that?! Another saving that nursing homes can look forward to is from having to employ less reception or temp agency staff. 

Hear from one of our current clients:

Conclusion 

Okay, we know that the thought of spending money right now is probably the last thing you want to be thinking about; however, when you invest in a telephone answering service, you’ll see immediate substantial savings through reduced missed calls, flexible outsourcing of resources and optimised staff utilisation. And, not only that, you’ll have the latest technology working in the background to enhance the efficiency, professionalism, and accessibility of your organisation – allowing staff to focus on delivering high-quality care while ensuring that callers receive prompt attention and support. 

If you want Phoneta to help you achieve a more streamlined, cost-effective and productive business, contact us on 01209 311 311.

DON’T MISS ANOTHER IMPORTANT CALL OR OPPORTUNITY! 

What’s the one thing that all estate agents have in common?

No, it’s not that they all work in the property industry – estate agents are ALWAYS BUSY.

On any given day, they are constantly juggling multiple tasks with numerous clients to attend to, properties to manage, and trying to close that all-important deal.

The end result? Missed opportunities, and – what’s worse – potential losses.

However, with a telephone answering service joining their team, an estate agent business will immediately start operating more efficiently, see improved customer service, and experience greater productivity.

Let’s break a few things down:

Better work-life balance

Yes, this may seem like a pipe dream to a lot of people but the simple fact is that a telephone answering service really can relieve a lot of that pressure from a super busy workplace.

Gone are the days of having to answer each phone call and take down every message; that’s all part of the service. You can even pass on diary management and booking duties.

More focus, less stress!

With somebody else looking after your calls, you can concentrate on the more important issues of your day such as planning that big property deal or arranging the next networking event.

So, say goodbye to your old flustered self, and say hello to the new calmer, more…Zen you.

Improving productivity

A telephone answering service will allow the property gurus to stop having to take every call in that busy office so that they can get back to those urgent matters that need attending to like marketing or meeting a new client. And then, when ready, be able to prioritise and respond to any messages that have been recorded.

Save you money

Right now, with practically everything costing more, being able to keep spending down should be a no-brainer – however, hiring a full-time receptionist or assistant can be expensive for estate agents, especially if they are a small business.

A telephone answering service can provide the same level of service at a fraction of the cost.

Impressed yet?

Fewer staff shortages

Holidays, sickness, or for whatever reason; staff absences – be they long or short-term – always have to be considered. So, instead of extra work being piled onto another member of staff, why not let a telephone answering service take up the slack.

Even in emergencies, something can be arranged very quickly.

Lone worker monitoring

Part of being an estate agent means viewing houses and meeting clients/landlords, yet sometimes it’s not practical for two people to do this. Not to worry, a telephone answering service can help keep your staff safer and feel secure through a simple check-in and check-out service.

Hear from one of our clients:

Want to know more?

Now that you’ve seen just how much having a telephone answering service can improve your day-to-day working life and you’d like to discuss things at greater length, why not contact Phoneta on 01209 311 311.

Alternatively, go to our Contact page on the website where you can leave an email message and one of our team will get back to you shortly.

There is a common trend for businesses to get rid of the phone as a customer service channel. This trend has gained additional momentum following the covid pandemic as more people work from home, where setting up phone handling for individual employees can be seen as extra work for businesses. However, removing the option for customers to call your business impacts customer service and can make your business less accessible and inclusive towards your customers.

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Setting business New Year’s resolutions is a great way to motivate yourself and your team to achieve your business goals. It can be helpful to reflect on the successes and challenges of the past year and use those insights to create a plan of action for the New Year. Having specific and measurable goals can help you stay focused and motivated throughout the year. Additionally, setting New Year’s resolutions can help you stay organized and ensure you’re using your resources as efficiently as possible.

Here are some great business new year resolutions to consider:

• Set measurable goals. Track progress and make sure you stay on top of tasks and projects.
• Invest in professional development. Stay up to date on the latest industry trends and hone your skills.
• Nurture relationships. Reach out to clients and customers to maintain a strong relationship.
• Streamline processes. Cut down on wasted time and resources to increase efficiency.
• Think about expansion. Consider additional products and services that could help grow your business.
• Monitor financials. Track income and expenses to make sure you stay on budget.
• Take time off. All the hard work will be worth it when you take a well-deserved break.

By setting these resolutions and goals, you’ll be well on your way to a successful business year. If you’re looking for extra help, a telephone answering service can be an invaluable resource for helping you achieve your resolutions this year. Whether you want more leads or sales, to improve customer service, or balance work and life, your service can help you achieve these goals in a number of ways.

First, they can help you increase leads and sales by providing a dedicated professional who can answer calls and take messages so you don’t miss any potential leads. This will also help you build better relationships with customers, as they will have someone available to answer their questions or concerns.

With a telephone answering service, you can also improve your work-life balance by having someone else manage calls when you’re unavailable, so you can focus on other tasks or take breaks without worrying about missing calls. Additionally, they can also provide mental health support for your team, as having someone to talk to can help reduce stress and create a healthier work environment.

Finally, a telephone answering service can help you grow the size of your team by providing extra support when needed. This can help you delegate tasks to free up more time and resources, so you can focus on expanding your business.

Overall, a telephone answering service can provide a number of benefits that help you achieve your resolutions and reach your goals this year; if you want to find out more, get in touch with the team.