When providing auditing services, an accounting company should provide undivided attention. This will help them avoid errors and provide top-notch customer experience. But since this client does not have enough workforce to keep the front desk open, their six-man accounting company does rotations to attend to customer calls and to send text messages for updates. This makes their auditing processes slow and very prone to mistakes. This also limits them from taking more auditing job orders.
Also, they have missed great opportunities to make happy customers as their front desk function is confined to the nine to five schedule. To also serve offshore clients seems a little farfetched for them because they are unable to have 24 hour availability even just for taking phone calls.
For the record, they already tried to hire a call answering service provider a few years back. They have been paying an unscalable professional answering service plan but always had problems with call connectivity, especially during the high-call volume time of day. They were also promised to have front desk availability 24 hours a day, but they did not get it. This has left a very traumatizing experience for our client, especially when hiring a call answering service company.
The Client Requirement
A phone answering service is what the customer requires. They want it to be managed by a virtual receptionist that has enough accounting knowledge so they can resolve minimal concerns right on the call. And as much as possible, they require it to be up and running around the clock to make sure that they won’t miss any business opportunities.
On top of that, they want to get rid of the manual call notetaking to make sure that their scheduling efforts are seamless. This will also ensure that the next person to access a client’s data has all the information needed to push through with the auditing services they are requesting.
Our Solution
Unlike any other answering service company or typical call centers that simply answer your calls, we have implemented a tailored telephone answering service done by our in-house accounting experts. We start by scouting the right accounting professionals with excellent call center experience to make sure that they speak the industry language for every client and prospect they engage with. And with our strategically placed offshore team, we have guaranteed the client that we can pull off the 24/7 business availability that they require.
We also established an encompassing calling process that streamlines the call data and notes straight to their database. This made scheduling and client tracking more effective. Aside from that, we have enabled SMS, emailing, and live support capabilities to help them send follow-ups easily for those who can’t be on the phone.
The Business Benefit
The client’s hesitance for a professional telephone answering service was now replaced with trust and confidence because of our exceptional live answering services. After two (2) months, they were able to focus more on their specialization since they no longer needed to pull out a team member to do the calls. In fact, they are now taking in more auditing tasks since the implementation, which is almost triple their job orders before. They are now also testing the waters to acquire international clients because of the 24/7 front desk availability.
Moreover, they can now easily track a client’s journey real time because of the seamless call to CRM integration. This allowed them to strategize the next line of business they could offer to an existing client after a project. Lastly, they are able to maximize the follow-up capabilities and have been improving customer satisfaction across the board.