Outstanding Service Earns Award of Excellence
Bennett Answering Service wins coveted ATSI Award of Excellence
Bennett Answering Service of Flint, MI has been honored with the exclusive ATSI 2017 Award of Excellence for the 4th consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Bennett Answering Service was presented with the award at ATSI’s 2017 Annual Convention held at Palmer House Hilton in Chicago, IL.
Independent judges are contracted by ATSI to evaluate message services over a six month period. The scoring criteria includes:
- Response Time
- Courteousness of Rep
- Accuracy of Call
- Knowledge of Account
- Overall Impression of Call
"The ATSI Award of Excellence Program recognizes that excellence requires a level of service that considers the caller first in every aspect of the call. The award is earned by a company by judging the handling of calls placed by mystery callers against specific, member-driven criteria." Says ATSI President Doug Robbins, "Companies that earn this award are continuously focusing on delivering excellence in customer call handling. It is truly an honor!"
The award started 21 years ago as a means to improve the overall quality of the call centre industry by setting expectations and measurements to ensure a successful call handling experience.
Now a four-time winner Bennett Answering Service earned the Silver Plus Award for four consecutive years. ATSI extends its congratulations to the staff of Bennett Answering Service on their proven quality service to their customers.
The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services. ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.
After you've turned in for the night, and your company is closed, where does that leave your customers? If a client calls after hours, who will respond? Sure, an answering machine could do the work for you, yet, what sort of impression does that leave with your client? To be honest not a very good one. Mostly all customers will hang up when they hear an answering machine which results in unhappy customers and lost profits for your business.
This is all because there was no one there to answer the call when they needed your help. This sends the message of not really caring for your customer's needs even if this isn't the case. You are now left with an upset customer who may not call back when it's convenient for you. Now what?
Sometimes customers need to get in touch with someone about a specific purpose. You could also have a customer who does not operate at normal 9-5 business hours. Or you could have a client calling from a different time zone. All of these things must be taken into consideration when thinking about the quality of service you provide to your consumer. Having a 24 hour answering service will guarantee someone is available all hours of the day and night in case some questions or concerns arise through your customers. This will make your customers feel better about being in business with your company.
A 24 hour answering service is the perfect method to give customers a personalized experience. Using this service, every patron will be greeted with a polite and supportive voice which will make every phone call worth their means. Customers can call the company 24 hours 7 days a week to order services, ask for help, or even discuss billing options with a 24 hour answering service. It is a truly beneficial aspect to have for your business.
A 24 hour answering service can also be used for any service issues after normal business hours. Without it, if an area is suddenly without service at 8pm, they will have to wait for someone until the next business day. If it’s a weekend, that could mean days without examination. What kind of point does that send your user? With a 24 hour answering service, they can contact the appropriate department to inform them of an issue and get it resolved in a timely fashion. While you can tell a customer their business is important to you, this is a case where actions speak louder than words.
A connection to your customers is crucial for the business when one considers how much money could be lost in disgruntled customers because they couldn't reach you when they are in need of your services. Truthfully, customer satisfaction should be every company's top precedence. What better comfort to instill in your customers than having someone there for them, like a parent, friend, or grandparent, whenever they need assistance? Make having a 24 hour answering service part of your business to ensure the highest quality customer satisfaction and reoccurring business! This 24 hour answering service is there for your clients any day and any hour.
Just like the postal service, they will be there and do the job through rain, shine, snow or sleet.
For many companies, the prospect of hiring an answering service brings with it the fear of customer support and service declining and impacting company profits. In all actuality, the opposite is true. The sole purpose of any call center is to provide the best customer satisfaction in order to increase their company clientele and maintain job security. Therefore, the success rate is considerably high.
Reasons Why Answering Services Make a Big Difference
Cheerful and Professional
We all love to hear a cheerful voice on the other end of the phone line, but for an answering service it goes way beyond just having a positive and approachable demeanor. Every staff member is a properly trained professional who undergoes regular performance reviews to make sure they are delivering the best approach to service that a customer would expect. If there is a complaint issued toward a staff member, it is taken very seriously. This in turn will help to create better overall customer satisfaction and repeat business.
Humans, not Machines
Most everyone knows how annoying it can be to call a customer service line only to be greeted by an automated voice mail, which is why 80% of customers usually hang up. When a customer calls with a problem, no matter what time of day or night it is, they want to be greeted by a human being and not some mechanical device. Being able to speak one-on-one with a customer representative goes a long way in increasing customer satisfaction.
It's no secret that customers tend to be very impatient, and when they aren't catered to immediately, they can become extremely rude. It takes a special kind of employee to remain calm in this type of situation, and answering service agents are trained to do just that. It's also true that customers hate to be kept waiting or put on hold, and a quality answering service strives to make sure this never happens by answering within the first two or three rings and handling the incoming call rate in a timely and professional manner.
By observing these and other ways switching to a reputable answering service can be beneficial, the question of whether or not to do so becomes decidedly clear. If you're looking to increase customer happiness within your own business, as this in turn has been proven to increase company profits, then hiring an experienced call center is certainly the best choice.