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The concept of telephone answering service is having someone on your phone line to interact with your customer/client as a representative for your whole company. Telephone answering service is likely to be more beneficial if we put capable person there. That's why some companies are very sensitive about this matter, considering the salary for many people who work there and also the time to select the individual capability for this not-so-special-but-critical position.
As the above paragraph indicates, we can see that there are many reasons to provide our company with telephone answering. One of the many reasons is we don't need to be all day waiting for an incoming call from the customer/client when we have somebody else to do that. The other reason is the people we hire as a telephone answering service is more able to negotiate with our customer as they were selected by their capability in communicating with other person, and also for special occasions, telephone answering service operator is asked for something that can not be fulfilled if the customer were talking with an answering machine. Compared to the cold, soulless answering machine, telephone answering service is more compelling. The operator is definitely a human and can respond in some way the machine can not. Although we spend extra money to pay the people who work there, the benefits are much better. For example the business owner doesn't need to be there when there's a problem occur with the costumer/client, the operator can give the customer/client a simple and efficient way to handle the problem by themselves, so the business owner can save a lot of time to do something more worth of their precious time. The other benefit is we can handle a lot more complaints and problems, this way, we can get a lot more satisfied customers/clients with the company capability to handle situations, and more satisfied client/customer means more businesses. The common system that's used by telephone answering service is called CTI (Computer Telephone Integration). The first generation of CTI worked like this: one keystroke and the data of the client/customer are shown in the computer screen. The CTI system is currently on the third generation and the third generation is much more convenient compared to the first generation of CTI. It can save a message on the computer and internet access to web-based information. As time goes by, once again technologies have gotten their grasp on this field. There are much software used by the telephone answering service, but there's no common one. For this matter it is flexible by the clients/customer and the operator who work on it. Source: Nuno Ribeiro: EzineArticles.com |
