Callers to a phone answering service most likely will dread having to repeat themselves over and over, and not every staff member will have the personal customer knowledge to administer to their complaints directly. A recent Entrepreneur article by Ross Kimbarovsky brings up an interesting point when it comes to these kinds of customer service snafus: more hands involved can turn things into a mess. To this end, he suggests that a single person remain the "point of contact" whenever possible.
Kimbarovsky also cites a study from Dimensional Research that gives some interesting insight into the minds of customers. This study surveyed more than 1,000 individuals and discovered that nearly 70 percent cited quick service as a big factor in their caller interactions—and 72 percent had "having to explain their problem to multiple people" as a major complaint.
To minimize this kind of grievance, companies can pay special attention to working with a live answering service that know their stuff and can make customers feel like they are being listened to and taken seriously. Even outsourced employees can come to know the regular patrons of a business well through training, research, and interdepartmental communication.
Assume that customers notice everything when they're on the phone with you, and that the first voice they hear could be the one they have the best chance of bonding with. Although having a team full of support staff ready to step up at any time is important, so is nurturing relationships between the individual members of top-level staff you have on hand and your consumer.