Call centers handle thousands of interactions with their customers.  For call center personnel, that call is their product.  As with any product on the market, consistency is one of the keys to product longevity.  Take fast food for example.  When you order a hamburger from McDonald’s, it is the same whether you purchase it in Chicago or Los Angeles; it will be a .10 lb. hamburger patty, cooked on a grill with a bun, ketchup, mustard, two pickles and rehydrated onions.  McDonald’s brand depends on consistency through quality.

One of the most critical metrics for call centers is Average Handle Time (AHT). This measures the call time from beginning to end between agent and caller. AHT is one of the Key Performance Indicators (KPI) that assesses efficiency of the call center.

Without help, being available 24 hours per day for your customers is unrealistic. If you are a one-person company, it is exhausting and demanding. If you are a multi-person company, the additional staff required can end up costing more than it is worth.

You expect your answering service to respond to customers exactly the way you would, and we understand that. Stay on top of your time and incoming communications by utilizing the benefits of an answering service and tools they offer.