(And Other Nagging Problems…)
If you’re looking for an answering service to handle your daily communication chores, can you relate to feeling uncomfortable?
With so many answering services to choose from, how can you tell which one is any better, worse, or different from anyone else? It’s not easy, as most of these services look and sound the same…wouldn’t you agree?
However, in order to make the best decision possible, you need insightful information that will point you to the right provider, and help facilitate your final decision.
If this makes sense to you, here’s the clincher. We asked a third-party research firm to conduct a series of one-on-one interviews with actual customers who were using an answering service provider.
Just like you, we wanted to clarify the frustrations and concerns people have when working with an answering service, and how Accurate Communications overcomes them all. The results of this study are not based on our opinion, but on actual test responses.
Here are the frustrations and concerns revealed…
• Frustration: “Our customers complain they are left on-hold too long.”
The Accurate Solution: Our procedure is to compile a report that would determine a time and day the incident(s) occurred.
If a pattern becomes apparent, we would increase our staff immediately, or pre-screen to manage wait time. Our call statistics are managed on a daily basis, so we would be in position to continue follow-up monitoring.
• Frustration: “I think everyone has problems with answering services.”
The Accurate Solution:
There will not be any problems if our clients and Accurate have clear expectations.
We discuss expectations up-front, such as average time to answer, average hold times, and answering phrases. Our goal is to establish a clear line of communication with those we serve.
As we program account information for a new client, we also ask detailed questions (many that clients have not thought about) so we can grasp a solid understanding of every facet of their business.
Once this process is completed, our agents will have on-screen protocol to follow. No decisions are made outside of protocol without our client’s approval.
We also have a sophisticated state-of-the-art telephony system that allows us to analyze any and all issues. In short, there isn’t anything we don’t know about client issues.
• Concern: “Our answering service is late in getting messages to us.”
The Accurate Solution:
To manage getting messages to you as soon as possible (what we call average dispatch time [ADT]) we check ADT every 15 minutes during peak times.
When an accelerated dispatch is required, we satisfy each request accordingly.
If the call does not require a dispatch, the message will automatically be delivered at a pre-determined time of day, set by our client.
• Concern: “Our industry is different from others and my service doesn’t understand it.”
The Accurate Solution:
During our initial stage with a new client, we review a detailed list of questions that will help us understand every facet of THEIR business.
If a service provider doesn’t ask important questions or if a client withholds vital information, that provider will never gain a full understanding of their client’s business.
• Frustration: “Most answering services charge too much.”
The Accurate Solution:
Our prices are based upon the value we provide to individual clients. Our services vary depending on client service needs and call volume.
We also employ highly trained agents that have been with our company an average of 8 to 10 years. These quality specialists are a cut above, and naturally receive higher compensation than found in the average call center.
Our clients recognize the fact that we answer with live agents, so they also understand the value they are receiving from their invested dollar.
If you want to do business with the cheapest call center in the marketplace, Accurate Communications would not be your best choice.
• Frustration: “It seems my billing gets messed up.”
The Accurate Solution:
We invoice every 28 days by e-mail, FAX, or U.S. mail.
The bill covers the base rate for the upcoming month, as well as any overages from the previous month.
Our invoices are easy to read, but we always encourage our clients to call if they have further questions.
• Concern: “I’m told that my answering service is impersonal with my customers.”
The Accurate Solution:
Why would anyone be impersonal to those they serve? Does an indifferent attitude create confidence and trust in your service provider? It doesn’t make sense and no one should tolerate such behavior.
Be assured, our agents are courteous, trained professionals who actually enjoy being on the phone with you, your prospects and clients. They have developed a keen sense of worth and are proud of the fact we are an important extension of your company’s operation.
• Frustration: “My answering service doesn’t page the right person or the right department.”
The Accurate Solution:
Our management is made aware of any issue regarding a problem with an account by our shift supervisors.
Then we immediately contact the client to discuss and resolve any matters of concern.
Accurate Communications has a manager on duty 24/7, so we have the ability to initiate changes or correct a problem at any time.
• Frustration: “I need an immediate response from my answering service.”
The Accurate Solution:
We will set-up a special account with specific guidelines to handle your situation.
If required, we will “patch” or “warm-transfer” your callers directly to you.
• Concern: “Since each industry has different needs, I have no idea what my answering service is doing to meet those needs.”
The Accurate Solution:
We answer calls for hundreds of industries.
Since we are an extension of the companies we represent, it’s our job to understand each industry and how we impact each and every company.
What Does This Mean For You?
All Answering Services Are Not Equal
And that’s not all. Many of these frustrations and concerns are a result of missed communication opportunities.
That’s why we always have representatives in place for you to contact directly. Whether you need to change your protocol, ask a question, or review a particular call, we’ll take care of it immediately.
In fact, we’ll contact you every 6 months to review your protocols, on-call information, or just ask you…”How are we doing?”
It’s all part of our on-going quest to create a higher industry standard…one that will serve our family of clients who strive for continued growth and success.
To find out if we’re the right choice for you, it’s time to check us out…
As soon as your telephone rings, our call center specialists have instant access to all of your important information.
Maybe you remember the old “Laugh-in” television series, with Lilly Tomlin (sporting a 1940’s hairdo)
sitting behind an old telephone switchboard. 
Why Should You Do Business With Us? 