Hiring virtual office services can
be as complicated or as straight forward as you like. Multinational virtual
office providers have delivered exponential growth during the recent recession
as companies seek to downsize their operations in remote locations while at the
same time, correctly, not wishing to show signs of retraction from their
desirable markets.
In these times of 24/7 constant
online communications, customers and suppliers alike expect and demand to be
able to talk to their contacts at a time that they wish and it is interesting
that the larger companies who embrace unified communications are the slowest to
adopt all that this technology offers. Perhaps their view is we’re big, you’re
small, or at least not as big as us, so “speak to the hand” or the usual “leave
a voice mail after the tone” and maybe they will get back to you eventually –
this is a huge mistake.
Users and customers are not lacking
in the intelligence department, they want to speak to a human being. In a
recent survey, most callers valued the option to speak to an operator or call
agent as worth 90% more than most of all the other options presented on an
Interactive Voice Response (IVR) system. Essentially, they just want to talk to
somebody and often wanting to be able to clarify doubts easily.
Before buying or contracting a
service, ask for user references from companies similar to yours, the most
important thing is that the call agents should be professional and look after
the caller, even if they know that the party sought by the caller is on a sales
trip to Timbuktu and cannot be reached for 2 weeks, they should be seen to try
to transfer the call. If all fail, note the caller’s correct name and contact
details and promise to get the called party to get back as soon as possible to
the caller.
The call agent from a virtual office service center should also take note of the callers who have called in, even if
the agent who took the call is not working on the shift, they should pass the
details on to their colleague with key details. Assuming the caller has
something urgent to discuss, the real value of the virtual office services come
into play here. If the operator is able to say with true conviction that they
have talked with the called party and he or she understands the matter is
urgent and will get back to the caller as soon as possible with the caller
being satisfied, the mission will be accomplished and the reason for using a
virtual office service will have been justified.
For more information on Intelligent Office virtual office solutions, please call: Richard Rey at 305-777-1300 or email to: Rrey@intelligentoffice.com
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