Some of you may be familiar with the show Undercover Boss on CBS. The crux of the program is that each week, a camera crew follows around an executive hotshot who puts on some sort of disguise so that he or she is unrecognizable. The incognito executive then investigates the nitty gritty of his or her business operation to see what it's like to be a worker bee in that corporate culture.
Consequently, the idea is that at the end of the episode, the executive is more plugged into the needs and experiences of his or her employees, unsung heros are recognized and the story ends happily ever after.
While this might make for good television, it is somewhat disconcerting to suggest that in order for high-ranking business officials to understand the conditions of their employees that they have to hide their identity. It seems that executives who really wanted to make a difference and better monitor how employees are interacting with customers and one another could just get their hands dirty and see for themselves without the assistance of a fancy makeup crew.
One excellent way for business officials to better monitor the bases of their daily operations is by partnering with a third-party answering service. By maintaining availability through the phone, text messaging, instant messaging and other digital portals, these professionals can work closely with a business client and relay all these correspondences in a variety of convenient forms.
For example, should an executive want to hear how an answering service is dealing with a disgruntled customer, he or she need only request that a full MP3 file of the conversation be sent through e-mail. Or, if an executive wanted to know how a service professional was troubleshooting an issue through a widget on the website, the answering service could simply send over a copy of the conversation.
As such, an answering service will allow business officials to be more plugged into their company without having to masquerade as someone else.