Why Your Business Might Benefit From Switchboard Support

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Image via Flickr creative commons from starmanseries

Those people charged with operating a business’s switchboard are very likely to be those with whom a person first makes contact.

As a result, the kind of service they receive really matters, for the following reasons:

– the promptness with which their call is answered can be seen as an indicator of the kind of efficiency with which they can expect to be dealt on an ongoing basis

–  many people feel reassured by being able to speak to familiar voices when they are in telephone contact with a company, or at the very least, someone who sounds authoritative, and so appears to know their way around the business, and to whom they should direct specific enquiries

– those who contact a company by phone expect to be able to speak to someone who does not have to juggle such duties with several others, and so will have the requisite knowledge of how to handle specific types of telephone query, and will not break off their call by having to ask questions of one of their colleagues

– if a call should be directed to a salesperson or the department dealing with such enquiries, it should be passed on as quickly as possible, so that the chance is not missed to capture that sale

–  professional switchboard support will mean fewer abandoned calls, as people will get prompt attention and so gain a more favourable impression of the company which they are calling

– it will reduce the need for other staff to be diverted from their regular duties to deal with telephone enquiries

–  the caller will gain a positive impression of the company as one which sees that initial contact with people outside as a vital step towards a possible sale, or securing new business

– a professional switchboard operator will know the basics of using such systems, such as how to quickly transfer calls, how to handle callers who need to be placed on hold for any length of time, and is likely to quickly pick up a company’s accepted forms of salutation and any prescribed ways of handling calls, and finally

– such people will be totally dedicated to such a task, so a caller will not get the impression that handling their enquiry is merely one of a string of tasks which the handler has to deal with.

It’s important for any business to realise that a phone conversation is a two-way process, which begins from the moment when the phone is picked up. So the ability to sound authoritative and efficient, without being cold and detached, is one of the main attributes of any switchboard operator.

Any business of any size can get switchboard support information easily by going online. Its managers may well also be surprised at the positive results which can thereby be achieved, not least because they will soon see how important that initial contact with an external caller can be, but also because an efficient call handling service will cut down on the amount of time people can waste in dealing with enquiries which divert them from their principal tasks.

Five office tasks that you should consider outsourcing

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Image via Flickr from vlima.com

Outsourcing is something a lot of companies do, but if you are new to the practice it can be confusing as you try to decide what you can continue to do within your own firm and what would be better if it was passed on to a specialist company.

There are many benefits of outsourcing, as it can leave your staff members free to concentrate on other tasks that need to be completed in-house. It can also save enterprises money, while they are able to outsource their work either within the UK or to another country, which is known as offshoring.

So, if you are thinking of outsourcing some of your office tasks then where do you start when it comes to deciding what to choose? Here is a list of some jobs that lend themselves well to this way of working.

Admin tasks

Many of the admin tasks required in an office are essential to keep everything running smoothly, but are simple to complete and do not require a great amount of skill. Things such as typing and proof-reading, producing presentations, researching and maintain tracking spreadsheets can all be outsourced, while your enterprise will maintain original files and documentation so that if anything were to go wrong, it could easily be fixed.

Marketing

Marketing is essential for enterprises, as it is this that helps to build the brand, establish public perception and promote the business. Without some form of marketing, companies would simply exist with no way of attracting business and establishing a customer base.

Because of this, it’s essential that marketing is done correctly, which is why is it something that is well worth outsourcing, unless you can afford to employ your own in-house marketing team.

Call centres

Call centres are perhaps one of the most often-outsourced tasks within enterprises. If your company is a customer-facing firm such as a retailer or a service provider, the sheer volume of calls you are likely to receive means you will need a large team of people to deal with customers satisfactorily. This is expensive and time-consuming, so in many cases it is better to employ the services of a specialist call centre provider.

A live telephone answering service with Moneypenny could be one solution, or you can get in touch with a company that provides a full set of services. Whatever you choose, it’s important that you do your research and ensure your consumers the high levels of service you would expect.

Accounting tasks

Like marketing, this is something that can be completed in-house if you can afford to employ your own team of accountants. However, there are many specialist firms that will provide a full range of services, such as billing, financial statements and tax preparation if you are self-employed. If you run a small business, you can rely on payroll processing services to deal with salary admin and the payment of wages.

Accounting is something that you cannot afford to get wrong, so it is something that may be well worth outsourcing.

HR administration

Human resources encompasses a lot things within a company and depending on the size of your workforce, keeping on top of everything can be a challenging task. Management of things such as holiday records and personal data can all be outsourced to a specialist provider.

As you can see, many aspects of running an office can be outsourced and, providing you find a reliable company, this can make your job a lot easier and improve the running of your company.