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Communication and Cooperation On the importance of keeping your service informed by Julia Menard Everybody involved can benefit from better communication between your office and our operators. One of the more important facets of this is simply keeping us fully informed of your staff changes and making sure we have up-to-date phone numbers for everyone. For example, we sometimes have very old staff lists. This hinders us in performing our job quickly and efficiently. Updated information on a constant basis is a must if we are to provide the excellent service our clients expect. All phone numbers are kept confidential so that you can provide us with all necessary information with confidence. We suggest you give us all telephone, cell phone, and pager numbers you have for all employees -- even if you don't think we'll need them, we might. And it doesn't hurt to provide them just in case. In addition to keeping us up-to-date with your staff list, keep us up-to-date with regard to your status. Let us know when you leave, especially if you go out of town or close the office on one of your normal business days. This may seem obvious, but we've had some clients leave their phones forwarded to us for days without telling us what to tell callers or checking their messages. Our operators then seem uninformed or unhelpful to your callers. For instance, when the caller requests to know where the office is or when they will return, the operator is unable to provide them with helpful information such as when you will be returning their call. I
alluded to this above, but just to make it really clear: We suggest you check
your messages at least once a day, even when you're out of town. A
potentially bad situation occurs when clients leave messages on their account
for days without checking in. When
the caller calls yet again to wonder why their call has not been returned, the
operator is left to calm the caller down. And,
as mentioned above, remember to let us know when you'll be out of the office for
extended periods.
If you are one of our clients whose calls are often very time-sensitive, remember to keep us informed as to the best way to reach the on-call person or persons. If the usual person on-call is out of town, tell us! Of course, we will eventually call any back-up people on our own. But your calls are important to us, and we can get them to you faster if we don't waste time attempting to call someone who is not available. Remember to let us know if we should use a particular method (i.e., cellular phone) to relay your calls in a more timely manner. We want to develop a long-term business relationship with you. Work with us, talk with us, and our service to you can evolve as your company evolves so that we can continue to provide your company with the very best live answering service you'll find anywhere. Julia is a Senior Operator at VoiceLink. |
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