AnswerConnect is a primarily inbound call center and answering service that specializes in processing orders, assisting customers and setting appointments. Beyond inbound services, it also provides some outbound services, such as generating leads and taking surveys in your company’s name. However, it does lack some of the outbound services of more comprehensive call centers.
AnswerConnect's simple answering services include taking calls, answering general questions, and forwarding messages for you. It can also perform receptionist duties and transfer customer calls to the correct departments. Agents are available 365 days a year and around the clock, helping even the tiniest business operate a 24/7 front office.
The company works with you to write call scripts. You have full control over how your customers are greeted and what they hear when they are transferred to another department. AnswerConnect promises that callers will connect with an agent within just a few rings, though it does not provide an expected waiting time.
Call Center Services:
AnswerConnect also includes more sophisticated inbound call center services. These include functions like technical help, lead capture, cross-selling and up-selling. Answer Connect also offers email and live chat support. You can also have a AnswerConnect representative survey recent customers to gauge their satisfaction, and dispatch calls in urgent situations.
This call center solution lacks some other outbound call services, though. It does not do cold calls; it only pursues lead generation with customers who have already expressed an interest in your product.
AnswerConnect maintains both shared and dedicated agents, and can assign them to you based on your service needs and call volume. Shared agents are cheaper and used for more general purposes. Dedicated agents, while more expensive, are assigned to your company and maintain an intimate knowledge of your business and customer base. Consulting with the company to develop a custom plan will help determine which level of agent you require to fulfill your contact center objectives.
AnswerConnect employs customer service representatives who speak English clearly and well. It also provides Spanish-speaking representatives – an essential and courteous way to connect with clients in an increasingly multilingual world. One drawback is that AnswerConnect does not offer a translation service for clients who speak other languages, which can hinder your international business.
Our experience with the back-end service from AnswerConnect was positive. We weren't placed on hold, the representatives we spoke with answered our questions professionally, and we didn't have to be transferred around to get the information we needed. As a result, AnswerConnect earned one of our highest customer support scores.
AnswerConnect offers a wide variety of inbound call center options that give you solid, prompt and helpful phone handling. However, its outbound solutions are somewhat lacking, as it only calls warm leads and recent customers.
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