[Mac]

Im considering going with a call center to take all my incoming calls. Currently, they just go to voicemail. This is fine for now as all my new work is referalls and will leave a message, however with the growth Ive experienced, it is time for a more professional image. Im curious if anyone has any experiences (good or bad) with a particular call center compnay.

Ive also came across a system that is voice prompted, that claims to interact with databases via the net from what I understand. If it does what it says it does, i think this could be an excellent competitive advantage. If i could set up the system to prompt the callers for certain quickbooks fields, and have certain fields default, each new call would essentially enter itself into my QB database. Just brain storming, but then I could set up qxpress to automatically schedule them for an estimate... completely taking out the data entry portion of an estimate. I will look into this further as time allows. Could be interesting.

[Bill Schwab]

Mac:

The first rule I set with suppliers is that if they use an automated voice answering machine they had best give me a direct live voice line or fax for placing orders. Otherwise I look elsewhere. It might be me, but auto systems are beyond insulting. I understand why businesses use them, but there simply has to be a better way, or more efficient system.


When you mean call center company, is this a PC type term for answering service? Forgive me for being ignorant here, I've not heard the term. If it is like an answering service, from those I have seen use such services, refugees from Pakistan speaking no English could do better in most cases.....The phone response is like one of those deer in the headlights moments.

I'm not sure there is an easy solution to your dilema here, and I'm totaly with you regarding a live voice over voicemail. We have voicemail right now, it works great, but still not the best solution. When we get to the point where we have a full time office person, that live voice should be the ticket, but, expensive!.

[NCSULandscaper]

When i deal with other businesses, i prefer to quickly get in touch with either the owner of the business, or someone else thats in charge. If you are a small business, there is no need to act like you are a large corporation, because that will turn ALOT of people off from doing business with you. If most people dont even like to leave a message on an answering machine, you you think they want to be sent to a call center or have to punch alot of buttons? Personally i would do business elsewhere.

[cutntrim]

90% of calls to me go to my answering machine, because I'm not in the office. Most days I'll check messages around lunchtime and then return any critical calls. That being said, I'm a landscaper and not a brain surgeon or SWAT team member or anything, so 90% of the ones I pick off the machine end up being returned in the evening anyway.

[Mac]

Originally posted by NCSULandscaper
If most people dont even like to leave a message on an answering machine, you you think they want to be sent to a call center or have to punch alot of buttons?

That is the point. IMO, non referall clients are much less likely to leave a message, hence the need for a call center/answering service.

I completely agree with the pushing buttons coment. If I have to deal with a menu, i will nearly imediately press "0" for the opperator. That is not my goal for this.

In theory, it will be completely seamless. The client calls my business number, it gets forwarded to the call center, and their employee answers in my greeting. I do not count on them answering any (significant) questions, i simply would like a client's first contact with my company to be a live, friendly voice. Likely, the phone jockey will take specified information from the caller and then that info is either faxed or emailed to me daily. To end the call, the receptionist would simply state, a _____ representative will contact you / have an estimate to you within 1 business day.

This is really the only solution I can fathom. Like Bill, I cant/dont want to afford the secretary. If i can minimize the overhead, thats all the better for me.

Ive thought of having clients fill out the contact form online, however that is just another step (obstacle) for them to do business with me.

[NCSULandscaper]

if ure that worried about gettin every call answered, why dont you have the business line forwarded to your cell phone, that is your cheapest option.............i mean do you really get that many calls in a day that you cant handle it yourself out in the field?

[NeedCoffee]

We need to make a distinction here. A call center will have the annoying push button process that leads to a voice mailbox.
An answering service usually has a live (local, not foreign) person who will take messages. Some of these companies will even page you those messages so you can respond immediately if you need to, or simply ignore the message if it's unsolicited (telemarketers selling merchant account services). One I dealt with even had a copy of my schedule to relay info to callers as to when I would be available for consultation.
Don't do the call center, consider the answering service.
ET

[r schipul]

I was about to mention what NCSU previously mentioned above. Have the calls forwarded to a cell. Most people who want to work with your company will not have a problem leaving a message and most will be impressed that you return their calls within 8 hours. Although it would be nice having someone within your company answering the phone I see no benefit of hiring out the service. I have a friend who has used a similar service. Although the company's employees spoke proper English they was always a long pause between them answering the phone and my friends business name to come up on their computer. That pause was always very awkward. Also, when potential clients do get a live caller they immediately want to ask question or solve problems. I would rather leave a message and get a return phone call in 10 minutes from some one within the company than a live person who can't answer anything. Just my 2 cents

[GLAN]

Mac

I know what you mean about possibly lossing out to those outside calls that on the spur of the momment call you for work. But because you think you did not answer the phone.........you may have lost out on the work.

First of all.........we are all small business people........Don't matter if you are doing $200k or $2 million. We are small business. Public understands this........Cause we are not the only small business they deal with......plumbers, roofers, electricians, carpet cleaners and so on. They truly expect an answering machine during the day.

True some may not "want" to leave a message. But answering machines are a standard way of life......We have had answering machines for more than 20 years. They are an accepted means of communication.........what I think turns people off on the answering machine and this business is that lack of returning phone calls..........How many times have you heard people say......Surprised you returned my call, or your the only one to return my call........

If they chose not the leave a message.......their loss not mine. And if that is the case then I probably would rather not work for them anyway.

Answering systems where you have to listen to a menu and press buttons is a waste of time...........I personaly can't stand them.........but I can understand the use for certain industries.....like utility, cable, and other companies that have multiple departments............certainly not the local landscaper or the doctors office........my doctor has it.....drives me nuts. Cause I know there are 2 or 3 women at the desk that can easily answer the freakin phone........but no have to listen through 4 minutes of recording just to get to a live person.

Me I ask for 3 things on my answering machine.........Name, phone number and brief message. Those that provide info for the 3 things I ask. I call back.......I do not call back people that leave messages like this........

My number is 555-5555 call me
(who are you? what do you want?)

My name is frank 555-5555
(Frank? Frank who? What do you want?)

This is Steve, call me back
(Steve? Voice don't sound familiar, would have been nice if you left a number and a message)

And other similar calls.........do not get returned

Customers I am perfectly fine with........This is Mr or Mrs (insert name) call me back


If you are a prospective new customer......all is asked of you is three things..........You can't do that properly then I don't even want to know you

[Dale Wiley]

I use the call forwarding opition mentioned. The business phone is forwarded to my cell phone from 7 am to 4:30 pm and goes to voice mail after that.

The voice mail states business hours when the phone will be answered, and to leave a message, and the statement we will return the call in 24 hours or less.

It also leaves my cell phone number or the on call forepersons cell phone for "water flow problems" or other items needing "immedieate attention", outside of business hours. All maintenance clients are programed into my cell phone as are vendors and other frequently called numbers, so they all show on my phone.

It works much better for me to take the calls during the day, react to them as needed, than it is to take messages off voice mail at 5 pm, when I am tired, not at my mental best. If I happen to be operating a machine, which is not very often anymore, I simply get off the machine, and one of my cross trained employees steps in and takes over.

If the business it self is not going to answer the phone personally, I prefer it go to voice mail rather than have it answered even by a local answering service. Any body answering the phone at our number, needs to understand our business and have some level of screening ability.

We will have a half time person in our office next spring for the landscape and 1/2 for the nursery. The nursery has to have a live voice every call during ordering and shipping season, so that helps out there as well.

hello...hello??? (in Paki or Indian accent) Mr Willllley...my name is Sean McElliot...how can I mumble mumble mumble...what is your account..mumble gibberish gibberish....

[start2finish]

I advertise my cell number in all listings. We are with nextel and all incoming calls are free on my plan. If I can hear my phone or it is convienent I will answer the phone, if not it will go to voicemail. I always have the choice. Seems to work ok.

[Mac]

Originally posted by NeedCoffee
We need to make a distinction here. A call center will have the annoying push button process that leads to a voice mailbox.
An answering service usually has a live (local, not foreign) person who will take messages. Some of these companies will even page you those messages so you can respond immediately if you need to, or simply ignore the message if it's unsolicited (telemarketers selling merchant account services). One I dealt with even had a copy of my schedule to relay info to callers as to when I would be available for consultation.
Don't do the call center, consider the answering service.
ET

Thank you for clearing this up. I guess what I am refering to is a answering service.

Interesting perspectives from all. Thanks.

Glan, while I do agree with your position, I am wanting to simply amaze my current and potential clients. I know most expect to get an answering machine, so why not go one or two steps beyond? My work speaks for itself. I am now on a quest to have all aspects of my company wow the public. Among others, one of the weak points ive ID'd is my answering machine... so now Im trying to find economical alternatives. We shall see how that turns out.

As i currently serve in a production role frequently, I dont think that having calls sent to my cell with solve anything. My phone stays in the truck and I rarely even look at it in between job sites.

[Rob Shauger]

Id go with the Call Forward to cell phone. I just picked up a new Blackberry 7100 I. I personally answer all calls if I can or it goes to voicemail and I call them right back. I can also get their emails right away and get back to them that way.

This also cuts down on office time at the end of the day when family time is a priority!

[Nebraska]

I have used an answering service for the past couple of years. For me the important issue was to capture the information regarding the caller. Too often I noticed, when not in the office, new phone calls on the caller id but no message.

It serves to effectively capture the callers information......in a way they are basically forced to leave message.
So many of believe the answering service is our receptionist and many have commented on that we were one of the few that actually answered the phone.

It works for us.

[Mac]

Originally posted by Nebraska
It serves to effectively capture the callers information......in a way they are basically forced to leave message.
So many of believe the answering service is our receptionist and many have commented on that we were one of the few that actually answered the phone.

That is what Im looking for. Do you use a local company or are they national? PM me if you dont want to share publicly.