GoResponse Telephone Answering Service Staff

Call centre service options

There are a number of different options available to companies that wish to hire the services of a telephone answering service.  The first is a bureau team, which is a team of agents with multiple skills who handle calls for a number of different clients.  The advantage of this to a client is that it is only the time spent on the phone that is paid for, but it may not be the best choice for a company that is expecting a large volume of calls.

A dedicated team is the next option and this is often the most cost effective method for some companies.  As the training can also be dedicated, clients can be sure that they are getting the service that they need and that their customers are being dealt with correctly.  It is also the case that there is still an overflow service operating within the call centre for peak hours and out of hours.

The third option is a blended service of both a bureau and dedicated team.  This will use a dedicated team most of the time but make use of a bureau team for overflow calls and an out of hours service.  This can work out to be a very cost effective solution as there is coverage all the time.  Both teams at the call centre will need to have training on the client’s products and services so that questions can be answered correctly and issues dealt with.

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