4 Tried and True Tenets of Professional Answering Services

Baselines are important. They allow us to draw reasonable comparisons between products and services, from refrigerators to vacation resorts and more.

We know a bicycle, for example, should – at a minimum – have a frame, a seat, handlebars, brakes, and two wheels, and anything less than that is pretty much unacceptable.

Professional answering services are no different. Knowing the standards is important so that when you’re interviewing prospects, you can make certain that the basics are covered before the phones start ringing again.

Edwards Answering Service has been going above and beyond the basics since 1954, providing that important first impression between businesses and their callers, while delivering added value and comprehensive customer experiences that contribute to long-lasting relationships and successes.

At our core, however, are four tried and true tenets that every professional answering service should embrace.

1. Around-the-clock availability: All contemporary professional answering services should offer essential 24/7 coverage, giving your callers flexible and convenient access to knowledgeable customer service at any time of the day or night. This is a huge differentiator for businesses in an increasingly busy world. And professional answering services ensure that all calls coming in after-hours are handled by reliable, reassuring agents who can take messages, handle emergency calls, and run interference until you’re back in the office.
2. Compassionate, comprehensive assistance: A professional answering service’s staff is composed of trained, active listeners who put your callers first, fielding their questions and concerns without interrupting, while taking detailed messages for follow-up action, or escalating more urgent calls.
3. Meticulous attention to detail: Because the smallest errors can cause the biggest problems, answering service specialists are trained to take careful notes during calls, confirm spellings of names, dates, phone numbers and more, making sure that your team has the right details when they need them.
4. Consistent, transparent communication: A professional answering service should provide timely and honest follow up to address questions and concerns and make any necessary updates to your accounts. Staying on top of a client’s needs is part of the package deal. Not only that, but as your answering service is taking care of your needs as a business owner, it is simultaneously helping you take care of your customers – creating positive experiences with your callers and making them feel valued and heard.

Edwards Answering Service understands just how important every call is to your company. Our professional answering services can increase your business and boost your bottom line 24-hours a day, 7 days a week, and 365 days per year. Call 800-606-3273 to learn more about our free trial.