Live Operator Run Business Call Centers Result in Economic Gains

In a recent study looking at the impact of calls answered by live operators versus calls answered by pre-recorded voice messages and the impact of each on customer retention, the results significantly pointed to the success of live operator run call centers. One such telephone answering service involved in the study, the New York based Atlantic Communications business call center, stated that they made the decision to hire a large team of live representatives for their client due to the positive impact it has on the customer experience. Businesses that use live operator business call centers as opposed to live operators reported an increase in sales and customer satisfaction after switching to the live operator phone service.

The results gathered were representative of the general consensus that when a phone is answered by a live operator, the overall call experience is more positive. This addresses and solves the issue of a confusing pre-corded menu system by creating a completely personally tailored call experience. The caller is routed to the exact person or department based on their needs, which decreases lost calls and lost business which occur when a customer becomes frustrated with their experience. When a call is unsure of which department they need to reach, having a live operator telephone answering service ensures their questions are answered and they are router to the proper department.

Business call centers, such as Atlantic Communications, provide 24 hour, 7 days a week service to their clients. This increases the length of the business day for that company from a 9 hour day to around the clock. Because the call center's job is to provide service to their client's company, this round the clock answering service ensures the most attentive service to their clients customers even when the company is not available for contact. During this time, the call center can answer customer service questions, take messages, schedule appointments, and handle a wide variety of incoming calls. The company keeps working even after the day is over.

When a team of live operators are working towards the goal of providing the best customer service for a company through their expertise and experience specifically centered on the telephone answer service industry, the job is preformed more professionally than without one. This professionalism created by the services that a business call center brings to a company reflects the identity and commitment to service of the client's company. With completely customizable experience, the phone answering service adopts the identity of their clients company so that the customers cannot differentiate between calls answered by a call center and those answered in house.

The economic benefits – both savings and customer volume increases – were abundantly apparent upon the completion of the study. Upon hiring a telephone answering service, the client receives an entire team of dedicated individuals answering a wide variety of phone calls for the company as opposed to a single secretary. This guarantees customer satisfaction even as a company goes through the process of a major expansion or change.

Customer satisfaction is the key to running a successful business. A telephone answering call center, when incorporated into the business model of a successful company assists in exuding professionalism and reliability. The study comparing live operator versus pre-recorded messages furthers to prove that hiring a business call center can only improve the functioning and success of the client's company.