Whether you’re considering a call answering service, or simply evaluating internal performance levels, the right metrics can help you make important business decisions.
Key call answering metrics can help you keep your finger on the pulse of customer experience. You don’t want to miss calls, even some of the time, or let your callers down with long delays or frustrating systems.
Call data insights can help you assess different service providers. Even if you’re not currently using a live answering partner, digging into your in-house data can still help reveal if opportunities are being lost. Learn more about the fundamental metrics you should evaluate in a call answering service function, whether its managed internally, or supplemented by a third-party partnership.
Evaluate call answering with these service level indicators
Always ask any call answering provider: How many rings does it take, on average, for calls to be answered?
Does a call sit in a queue for five rings, six rings, even more? We actually recommend averaging four rings or fewer. You may also want to look at this as a percentage. At AnswerForce, calls get answered in four rings or fewer, at least 98% of the time.
The next question you should also ask, is: Where will my calls be answered? In the United States, or elsewhere?
If you’re going to offer bilingual answering, best practice recommends that your bilingual receptionists be based in the same country as your callers.
By ensuring your callers typically speak with receptionists based in their own country, you can be assured of a higher degree of understanding. This happens when receptionists are handpicked for their:
- focus on relationship management and client service
- excellent use of grammar and overall communication skills
- ability to build trust and rapport on behalf of your business
Use data to assess and improve your call answering function
When selecting a virtual receptionist service, you should monitor performance levels on a regular basis. High service levels indicate that callers can indeed reach your business 24/7, without facing long hold times.
If your call answering function regularly falls short of service level agreements, you should ask why. After all, call answering service levels are critical to business success.
Failure to consistently achieve optimal service levels can seriously harm a business. It could signal that it’s taking too long to answer calls, causing you to miss new business or lose out on revenue opportunities. A poor call answering experience can also erode brand credibility.
Lessen the risk of adverse outcomes by selecting an established partner who understands what’s at stake for your business. In a high-performing environment, the right solution helps deliver against other KPIs of the business, while delighting, nurturing, and expanding your customer base.