With the current situation, it’s no surprise that business sales and new leads have dropped, with only a limited amount of high street businesses being able to keep their brick and mortar stores open.

Fortunately, a good majority of businesses now have an online presence through which they are able to continue selling throughout the pandemic. However, that doesn’t mean the leads are still coming in.

At Cymphony we want to explain how a telephone answering service could be the solution; generating leads 24 hours a day while optimising your business for greater success.

The way businesses operate has changed a lot since COVID-19 and working from home has become the new normal. Companies’ team members have quickly shifted to conducting business matters digitally and remotely.

If, by the end of this, you think you could benefit from using a telephone answering service, please get in contact with a member of the team at Cymphony. They will be happy to discuss your business needs and how they can help you capture more telephone leads, no matter the time of the day.

What Can a Telephone Answering Service Do for your Business?

Telephone answering services have really shown their worth during the COVID-19 pandemic, with companies having to put their entire staff bodies on furlough.

If you’re a business that handles a high number of calls every week and you’ve quickly lost the bulk of your workforce, it leaves the puzzle of how you can make sure you’re answering the phones.

Let’s use the business example of a clinic to show how a telephone service might help you to handle the increase in calls, while not losing any of the clinic’s personal branding or style of communication.

Clinics were given the green light to open back up again in May, which produced a higher than average call volume. Yet the same number of people on the team were available to answer the increased calls.

The clinic can onboard a new team member, however, this brings with it an increase in costs and takes time. The costs come from setting up the new member of the team on the system. The time comes from having to upskill them to make sure they’re familiar with the business, and comfortable handling the call volume.

The clinic can of course ask other members of the team to answer the phone when it rings, however, this takes their attention away from its core service. This can lead to lower customer satisfaction and a smaller number customers being served.

Through using a telephone answering service, the clinic can expect to have its business costs lowered.

Using a company like Cymphony who offer premium communication tools that include a telephone answering service on a 24/7 basis, also ensures shorter onboarding times.

A clinic is just one example out of thousands, across various industries, where a telephone answering service can enhance business efficiency and lower costs at the same time.

How Telephone Answering Services Capture More Leads for Your Business

Having a telephone answering service ensures that you’re answering the calls you might have missed due to circumstances you weren’t expecting. Many of these calls will be potential customers enquiring about your businesses services.

For example, let’s use an estate agent who’s recently listed a number of properties in an area that is in high demand with people keen to move in as quickly as possible.

It’s possible that the number of people looking for a new home or to rent in a new area rose when estate agents were give the go ahead to reopen in May.

This gives estate agents the possibility of higher than usual call volumes, while having the same sized team as before. Also with the possibility of some still being on furlough due to having less business income for the past few months.

Members of the team could all be out of the office showing potential tenants houses and flats, rather than doing so virtually where they would usually be able to also focus on current customers. This brings a higher risk of calls being missed.

The estate agents now have three options available to them when it comes to how to handle the increased call volume. They could do nothing about it and carry on missing potential leads.

They could hire a new member of the team who’s role is to specifically take calls. This comes at a cost in both time and money. They could also onboard a premium communication tool provider which has decades of experience handling similar calls in a tailored manner.

The first option, doing nothing about it, should not be considered as who wants to miss out on extra potential customers when the demand is there?

Like we used in the clinic example before, on boarding a new member to the team is definitely a viable option, however, it’s important to note the risk that the new team member might not have much to do when the sales volume drops.

By on boarding a telephone answering service provider, the estate agents have now effectively cut their costs of acquisition while ensuring they’re not missing any new leads or calls from existing customers.

In the estate agent’s case, this has allowed the team members to focus on the customer they’re with, as well as being able to follow up with the next customer. This is instead of just missing the call which increases the chances of the customer going to a competitor.

Now imagine the estate agents in this example have coupled the telephone answering service with a managed live chat on its website.

Not only are they not missing the leads coming through the phone but they’re also making sure they are capturing enquiries through the website. This maximises their potential client list for when new properties come to the market.

How an Answering Service can Free Up Your Time

By now it should be making sense that if you’re stretched for time, a telephone answering service can enable you to use your time to focus on customers already in front of you.

Now imagine you’ve taken the leap to take on a premium communication tool such as the telephone answering service offered by Cymphony.

All the calls you and the team were rushing around to make sure you answered, and getting back to people from calls that were missed, are now a problem of the past.

You’ve all of a sudden got a weight off your shoulders and have more time in your schedule to focus on business priorities; adding value to your company.

The amount of time you and the team spend on the phone dealing with inquiries or leads mounts up over a period of a month, let along a quarter or even six months.

Thanks to employing a telephone answering service, you’ve now had this time to focus on other initiatives, follow up in more detail the leads you didn’t miss, and answer more of your customers questions. This leads to improved customer satisfaction.

Does Your Business Need a Telephone Answering Service?

In this article we have covered the various ways in which a telephone answering service can help your business get more leads, increase your businesses efficiency, and give you and the team more time to focus on growing your business while not losing the personal touch.

One thing we haven’t discussed is how Cymphony’s telephone answering service can help your business specifically.

If you’ve read the above and have questions on how a telephone answering service can add more value to your business, then please contact a member of the Cymphony team today to discuss a tailored approach that enables you to reach your goals.

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