We all know how to answer a telephone and let’s face it there’s not too much you can do wrong. Or is there?
If you have a small business your phone line can be your vital link with your customers either to take orders, discuss projects or the calls nobody wants, complaints.
Whatever the call, it will be important to your business, and if it’s not you probably don’t want to receive it anyway.
As a commercial photographer in Newbury, I know the importance of being available to clients, prospective, existing and past, but even with mobile phones it’s not always possible.
In these times of austerity, it’s just not practical to employ staff to do this, so when one of my fellow members of the Newbury Business Group, Hayley Ryan from Verbatim offered me the chance to look around their facility I felt it was worth investigating.
Greeted by Hayley and owner Graham Hill, I was surprised how they look after 500 clients from such a relatively small centre in Newbury.
In an attempt to understand more about the business I joined Ann Davidson one of the call answering staff and listened in to some of the calls.
With every client having a dedicated telephone line which brings up specific detail about their business on a computer screen when it rings, the appearance of a seamless communication is established, even down to what the personalised greeting should be.
They even make notes about special, or as they’re known VIP customers, so that the client can maintain that special rapport with their most important contacts.
If your company sells online, Verbatim receptionists will place orders on the client’s website from telephone customers who maybe unhappy about using the internet.
To complete the process clients can choose how the referred calls are passed on either redirected by phone, faxed or emailed.
What Alexander Graham Bell who invented this seemingly magic instrument, called the telephone, would make of the way it has revolutionised the world, and become such an essential tool in our day to day lives, I can only guess.
But I suspect the memory of this invention is probably why Graham Hill of Verbatim gives pride of place to his antique ‘candlestick’ phone in the reception area.
My visit was quite an eye-opener into the world of the telephone answering service.