Many studies have been conducted to determine what callers prefer – an automated answering system or a live answering service and the outcome was obvious – people prefer talking to a real person. Trying to gain information or get questions answers by pressing one button after another only to be taken to yet another automated voice is maddening. Therefore, many call centers today are using only a live answering service, providing callers with a professional and efficient experience.
One unique trend now being seen among call centers is the remote agent station. This has proven to be extremely beneficial for a number of reasons. For one thing, managers and supervisors can connect to the call center from home or another remote location. The benefit here is that even with a live answering service, there are going to be times of high call volume. Having employees or managers connect when out of the office means they can dial in during peak times and help take some of the load.
The results of using a live answering service along with a remote agent station were interesting. The number of rings before a call was answered dropped, callers hanging up decreased and overall customer satisfaction improved dramatically. With this type of system, people trying to call a live answer service no longer felt they were being ignored by valued as a customer. Although not all call centers are using this option, the number of businesses now showing interest has skyrocketed.
A live answering service and remote agent station allows the implementation of additional staff much quicker than calling someone at home and asking them to drive down to the call center. With this, the number of full time employees needing to be staffed is lower, which ultimately saves the company money. However, calls into the live answering service are actually handled in a more efficient manner so the level of happy customers is greater.
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