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  • Paul Lloyd
    Update by Paul Lloyd , Moneypenny
    Retail & Services
    2014/07/25

    Research from Moneypenny, the UK’s leading answering service, based on Wrexham Technology Park, indicates that 62% of callers will not ring back if they hear an engaged tone and 79% refuse to try again if their call is left unanswered. A further estimated 75% categorically will not leave a voicemail message so customers and clients are making it very clear that they will accept nothing but the best when it comes to service. No business can afford to miss calls whatever its size. Any missed call is potentially a missed opportunity, not to mention the image an unanswered call presents to your callers. For start-up and smaller businesses it can be incredibly difficult to stay on top of it all; juggling day- to-day demands with operational realities. Business owners are on the go and few fledgling and small businesses can afford to employ a receptionist to cover all business hours; yet the caller expects VIP treatment whatever time they call and whatever it is they need. Resourcing for larger businesses can be similarly challenging. Businesses need to think about how they answer calls, particularly to cover busy times or when staffing levels are low, at lunchtimes, holiday periods to cover sickness and after hours potentially. Staffing for fluctuations in calls coming in can be difficult and potentially costly; paying for reception hours that may or may not be needed. Consistency is vital so businesses need to be sure callers receive the same response whatever is happening internally. Also, there’s absolutely no point spending money on marketing to increase awareness and generate leads if you can't then back up any new activity with a quality response. Telephone answering really is critical, but all too often underestimated. If you get this element of your business right, so many of the other pieces in the day-to-day jigsaw, slot into place too. There really is no room for complacency and with cost-effective support solutions available, it needn’t be a headache.

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