Should you outsource customer service to CSnotepad telephone answering service of Brighton & Hove, Sussex?

Tuesday, June 25th, 2013

Interested in using our telephone answering service? Click here.

Outsourcing your customer service function will help you develop a more customer focused approach and help deal with peak call volumes. However you do not want it to feel as though you are sending the heart of your business away. There will always be the lingering question of, how can they provide a better service to your customers than you can?

It is important to remember that if you are going to outsource a service or support function, it must allow you to improve that function. As virtual receptionists we are experts within our own field, which is customer service and telephone answering techniques. Therefore we know that customer service is a company function that we advance for others.

However new clients may wonder; how can I lead them if I cannot see them? Once you have chosen to outsource calls to virtual receptionists you now have to manage, monitor and improve a function that you do not fully control. This is where we work hand in hand with our client companies to build a relationship where both parties feel in control and which can continually be built on for lasting success.

We know that the stronger the relationship is between us and our clients, the higher the chance of everyone getting the most out of it. Remember, though, strong, long-term relationships are rarely created between two businesses, but between a few key individuals within them. At CSnotepad you get your own dedicated account manager, as well as a team of virtual receptionists (who do not work in a call centre!), who you can trust as much as you would yourself or your own staff to answer your calls.

Therefore you can stop thinking of virtual receptionists as a separate organisation, and instead as a different arm of the same company. This will maximise the relationship and means we can quickly solve issues or work towards new benefits. We encourage regular communication and updates from our clients. If you are communicating internally e.g. you know that your other departments need to know something, the chances are the outsourcer does too. For example we can update your personal telephone answering script to reflect your diary e.g. so we can tell customers when you are in a meeting, with clients, stock checking, out of office or on holiday, and thus effectively manage their expectations. Equally we can update changes in any of your products, services, staff or VIP customers.

Obviously in the old days, managers would always be able to see their staff and instruct and lead them face to face. However telecommunications is the new way to interact and lead, especially in our increasingly globalised world. Do not think of your virtual receptionists as a nameless and faceless entity but rather as an extension of your workforce based in a remote location.

Thus outsourcing customer service by diverting some of your calls to virtual receptionists can be extremely beneficial as long as both partner companies communicate effectively. For it to work for your customers, and for you to truly have a customer focused approach in place, your consumers need us both working together.

Interested in using our telephone answering service? Click here.


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Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD