The April 2024 Issue of TAS Trader

Amtelco Cloud-Based Platform


8 Common Mistakes to Avoid When Running a Telephone Answering Service

Don’t Let the Day-to-Day Pressures of Running Your TAS Push Aside What Matters More

By Peter Lyle DeHaan, PhD

Running a telephone answering service (TAS) is a challenging proposition. It seems there’s always too much to do and not enough time to do it. It’s too common to have more work to do than the time to complete it. But that’s not justification for making these common TAS mistakes.

Peter Lyle DeHaan, PhD, author, blogger, publisher, editor

1. Training Shortfalls

It’s critical to get new hires to answer calls and be productive as soon as possible. Yet, too often, the temptation is to rush through training. Don’t do this. That is short-sighted. Instead, provide thorough agent training to ensure readiness to handle client calls efficiently and professionally.

2. Inconsistent Processes

Review your standard operating procedures (SOP). Efficiency requires consistent handling and processing of client calls. Every deviation is a chance for an error to occur. Having standard processes in place helps ensure consistency and accuracy in the way calls are handled.

3. Overlooking Basic Agent Skills

Don’t forget the importance of call etiquette and customer service skills. They are the foundation for providing a good service and having satisfied callers. This starts with standard communication skills and proper call etiquette. This is an essential step to provide a positive experience for callers.

4. Aversion to Technology

Another common mistake is overlooking the importance of technology. This doesn’t mean you need the latest, leading-edge tools in your answering service. But don’t skimp in this area either. Keep abreast of the latest developments to determine the right time to invest in technology. With the proper infrastructure in place, you’ll increase agent efficiency and enhance customer service outcomes. This will provide a better overall service experience.

5. Ignoring Data

Answering service platforms are known for all the statistics they produce. It’s easy to let all the numbers and quantitative output overwhelm you. Yet the other extreme is spending too much time dwelling on these statistics. It is essential, however, to monitor and analyze call data. There are three areas to address: agent metrics, client results, and overall system performance. Don’t neglect any of these areas. Use the data to make informed decisions to improve outcomes.

6. Withholding Feedback

Ensure that your agents know how they are doing. Most of them want to do their job well and are looking for ways to improve. And if they don’t want to improve, why are you employing them? Give them regular feedback on their performance. This includes both quantitative results and qualitative coaching. Providing ongoing feedback and coaching, will improve staff performance and enhance service quality.

7. Not Prioritizing the Client

The function of a telephone answering service is to answer calls. Therefore, it’s easy to focus on the calls that come into your operation. While you don’t want to overlook these callers, remember that it’s ultimately your clients you must keep happy. Focus on them. Yes, this starts with keeping their customers happy when they call and serving them with excellence. But, as you delight clients’ customers when they call, it’s possible to overlook your clients in the process.

8. No Contingency Plans

A final consideration is to plan for the unexpected. Have a backup plan in place to address unexpected events such as technical problems, staffing shortages, weather issues, natural disasters, local emergencies, and pandemics. Not having an adequate response during a crisis will damage your reputation, frustrate clients, and not serve your clients’ customers.

Conclusion

Though these eight common TAS mistakes may seem like a formidable list of items to deal with—amid the day-to-day challenges of running your operation—it’s essential to make time to address them,

Failure to do so will damage your bottom line and jeopardize the long-term viability of your telephone answering service. Your job—and the jobs of everyone who works there—are at stake.

Address these common TAS mistakes, and you’ll see much of the rest fall into place.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader. Check out his latest book, Healthcare Call Center Essentials, ideal for medical answering services.


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Quotes for Consideration

“Kindness is always fashionable.” -Amelia Barr