Frustrated? A Quality Answering Service Could Solve Your Issue…

Posted February 20, 2013 in 24/7 answering service, reliable answering services by admin

Okay, we know nobody’s perfect, but when it comes to your business practice, do you have quality answering service solves issues some vendors that seem to make the same mistakes over and over again? In an active business environment, communications errors are bound to happen, no matter how careful you are. However, over the years we have become big believers in investing a little more to find and use quality vendors for our own business needs. By emphasizing ‘quality of service’ over ‘price of service’, we have found that we spend a lot less time identifying and dealing with vendor issues, freeing us up to better serve and be proactive in regards to our own clients’ needs.

Another Band-Aid or a True Fix?

The vendors you engage to help you run your business will likely support very different functions within your organization – so determining the quality of their service will always be somewhat subjective. However, from the early days, we formulated these four basic questions to help us decide when it was time to ‘upgrade’ from a particular vendor to one who offered a higher value of service to us:

How many times has a similar issue occurred with this vendor?
Is their solution a band-aid on a bigger issue or a true process change to reduce/eliminate future re-occurrences?
How much time do I and/or my staff spend researching and addressing issues/errors that are created or not properly addressed by this vendor?
What is the impact to our own clients as a result of this vendor’s performance?

By going through these questions in an honest fashion and putting personal preferences aside (yes, we liked contacts at some of the vendors we no longer use) we were amazed at how quickly we were able to improve our own business practices; enabling us to provide higher quality answering services to our clients.

How Confident Are You?

Although we understand the vendors who serve us may never be ‘perfect’, we now have great confidence that they will work with us to quickly address issues and adjust processes to overcome those challenges that inevitably arise in an active business environment. Fortunately, because of this ‘quality of service’ approach, we have all but eliminated those vendor issues that, in the past, could have directly affected our performance in the eyes of our own customers.

If you are seeking ways to improve your organization, you may want to start by reviewing your current vendors utilizing the questions above. And, if communication with your clients is one area you believe you could improve upon, feel free to contact us – we would be happy to share our thoughts on how a quality answering service could play a key role.

To learn more about Main Line TeleCommunications, please download our free guide:
Free: 10 Tips For Choosing a Telephone Answering Service

Or visit our Contact Us page.