geeknz
New Member
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- New Zealand
Hi everybody
I have done a quick search through the forums and can't seem to find anything related to the following topic:
How do people manage their incoming calls?
Who in your organisation is responsible for booking people in?
These questions are probably aimed more at businesses that have 2 or more employees are at least moderately busy.
The challenge I am facing currently is that business is booming (what a horrible problem to have right!), and calls are coming in constantly. It is made up both of new jobs and also callbacks from customers we have previously seen.
Currently I have an answering service contracted which takes the calls if I can't answer the phone personally. They simply take a name and number. They aren't there to book people in (there are too many people in their callcenter to train on the specifics of our business). This service is in place mainly to give people the 'human touch' instead of going to voicemail.
Having to call all these people back is becoming extremely time consuming. Sometimes I will ring and they won't be home, so I have to ring them again later on. More time again.
And the longer it takes to get through to them, the more likely they have found somebody else in the meantime.
I am on the verge of hiring a 'bookings admin' person to field the calls and answer them promptly (if not immediately). Has anyone else done this? If so how did you find it? Any problems? Suggestions? Hints etc?
My biggest concern about delegating this important responsibility is that it can make or break the success of our business. We get a lot of 'how much do you charge' calls and there is a way to answer this that gets a good conversion (we are the premium price in the market).
If the calls aren't converted we lose a lot of work and that's not good obviously.
Would love to hear everyone's feedback on this.
I have done a quick search through the forums and can't seem to find anything related to the following topic:
How do people manage their incoming calls?
Who in your organisation is responsible for booking people in?
These questions are probably aimed more at businesses that have 2 or more employees are at least moderately busy.
The challenge I am facing currently is that business is booming (what a horrible problem to have right!), and calls are coming in constantly. It is made up both of new jobs and also callbacks from customers we have previously seen.
Currently I have an answering service contracted which takes the calls if I can't answer the phone personally. They simply take a name and number. They aren't there to book people in (there are too many people in their callcenter to train on the specifics of our business). This service is in place mainly to give people the 'human touch' instead of going to voicemail.
Having to call all these people back is becoming extremely time consuming. Sometimes I will ring and they won't be home, so I have to ring them again later on. More time again.
And the longer it takes to get through to them, the more likely they have found somebody else in the meantime.
I am on the verge of hiring a 'bookings admin' person to field the calls and answer them promptly (if not immediately). Has anyone else done this? If so how did you find it? Any problems? Suggestions? Hints etc?
My biggest concern about delegating this important responsibility is that it can make or break the success of our business. We get a lot of 'how much do you charge' calls and there is a way to answer this that gets a good conversion (we are the premium price in the market).
If the calls aren't converted we lose a lot of work and that's not good obviously.
Would love to hear everyone's feedback on this.
