1. Service Delivery Failures Cost Billions – We Can Help!
In the United Kingdom, service failures cost businesses and institutions £7.3 billion per month. This eye-watering stat is from the latest UK Institute of Customer Service Index (UKICSI) – a biannual report that benchmarks its member organisations, including major global brands, from Audi to Zara.
“It will be critical that leaders really understand the linkages between employee engagement, customer satisfaction and productivity and continue to articulate these to stakeholders and protect the integrity of their customer proposition,” Joanna Causon, CEO of UKCSI, noted in the findings from the last Index published in January.
Call and message handling by The Answering Service can help stem the flow of losses and strengthen the linkages that Causon refers to.
2. Customers Will Pay More for Good Service
Close to a third (31.3%) of customers say they prefer what they deem to be an “excellent service”, even if they need to pay more to receive it. Trust and reputation, the speed of resolving complaints, how a complaint was handled and what the outcome was, as well as how “reassured” the consumer feels, among other factors, determine these sentiments.
For organisations that provide a superior service, it could result in increased spend by more than 20% of their existing customer base. As an added plus, there is potential for these businesses to grow their consumer base through the spillover of positive reviews and word-of-mouth recommendations.
In our line of work at The Answering Service, we’re well-versed in the art of exceptional service delivery and creating positive customer experiences. If you’re looking for a way for your business to up its customer service game, we can help!
3. The Answering Service Can Save A LOT of Time Fixing Problems
The UKCSI shows in its sample of 1 000 employees that full-time employees are spending an average of four days per month dealing with what they refer to as “problems, complaints or service failures”. This translates to roughly a fifth of their time being focused on fixing problems. In addition, an astounding 64% of full-time employees spend part of their time investigating, managing and resolving these issues.
A dedicated call answering solution like the one we offer through The Answering Service can significantly reduce how much time your organisation’s employees spend each day handling issues as they arise. This doesn’t just free up valuable time that your core teams can use to build your business, but it also improves your brand’s reputation.
4. We Provide 24/7 Availability and Flexibility Without the Overheads
Offering round-the-clock customer support can be resource-intensive and difficult to manage in-house. From hiring and training night-shift employees to paying overtime, costs can stack up quickly! Having full-time resources also doesn’t guarantee that they’ll be consistently available, and during quieter times, they could be sitting idle.
The Answering Service offers 24/7 coverage without the need to expand your internal team, making it possible to provide a responsive, professional service at any time of day or night.
If you’re experiencing a significant influx of after-hours enquiries and emergency callouts that require overflow support, we know how to make sure your customers are always taken care of.
5. No More Missed Calls = No More Missed Opportunities
Every missed call is a missed opportunity. For businesses that exist in a highly competitive markets, customers will be quick to move on if they can’t get through, especially if they’re making a first-time call.
With call handling solutions from The Answering Service in place, you can rest assured that no call goes unanswered – even during busy periods or when your team is tied up, we help you capture leads, respond faster, and ensure you never miss a call – or chance – to make a great first impression.
Who are we?
We are The Answering Service. Capital T. Capital A. Capital S. All uppercase because we mean serious business. Yes – we use AI and many other great digital tools and tech, but we’re human, so we keep you connected while keeping it personal. Visit our Services page to see how we can support your business development objectives.
Want to be the go-to Pro?
Choose us! We understand what it means to deliver a people-first service that hits the nail on the head on exceptional customer experience and puts your business ahead of your competitors.
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