Outsourced Answering Service: Best Solution for You Business Growth

Why sign SupportYourApp as your outsourced telephone answering service provider?

SupportYourApp has a very long expertise in providing high-quality answering services. We have established a very high benchmark when it comes to communicating and helping the end users of our clients. But still, there are several points that help us stand out in the market, so that you can benefit from our services:

• Flexibility

  We see ourselves as an extension of our client’s team and, as a result, we strive to adapt and channel our client’s values through our teams. We can also operate at any time and can work with any knowledge base.

• We put our client’s needs first

  Our Client is always in the limelight. All our decisions and actions are based upon their needs and wants. We also prioritize their end users to make sure that their calls and messages are answered fast and their issues are resolved in a timely manner.

• Responsibility

  SupportYourApp constantly controls the situation within the team and takes ownership of our teams’ work. We also make sure that our answering services are of the highest quality by conducting regular QA and talks with our consultants.

Perks of outsourcing your phone answering services with SupportYourApp?

• Want someone to be answering the phone? Outsourced service by SupportYourApp guarantees quality

  Responsibility and customer centricity are in our DNA. This means that if you want your phone answering service provider to demonstrate dedication and guarantee quality, you can easily trust SupportYourApp.

• We work even in the hardest fields

  For example, outsourced answering service for medical office is one of the most popular and required telephone answering services in the market. And yet, it might be hard to find a receptionist for a medical office. We are going to provide you with the best outsourced healthcare telephone and chat answering service you can possibly find.

• We are hiring and training the teams

  One of the most frequent issues when outsourcing answering services, is finding the people who are willing to work in such a demanding environment with high KPIs set. Forget about the need to worry about it. We are going to hire and train the people who will have all the calls answered and all the customers satisfied with the communication they get.

We cover the entire scope of answering service provider’s tasks

• After hours answering service

  Our 24/7/365 answering services are going to make sure that your business is covered even outside your usual business hours. Your dedicated or shared operator is always going to be there to take a call.

• Small business answering service

  Small businesses that might not have the resources to hire and train their own team dedicated to answering services can outsource their small inquiries flow to us to pay more attention to scaling and growth while we answer all the calls and chat messages from their customers.

• Live chat answering service

  Chat is one of the primary means of communication between the support teams and the end users. Covering it has long become an industry standard. Our team can cover chat communication with your users around the clock.

• Bilingual answering service

  Do your customers speak 2 or more languages? No worries — SupportYourApp speaks 30+ languages, which means that we can communicate with users from around the world.

• Virtual answering service

  To provide virtual answering services means to answer inbound calls, manage emails, monitor social media accounts and cover live chats. We are going to cover any means of communication that you prefer.

• 24/7 answering service

  Business and after hours coverage 365 days a year! This is the service that SupportYourApp will provide for you.

KPIs and our experience: success is in the detail

Customer centric values of SupportYourApp imply that we have to follow and deliver on every KPI set by our clients. The most popular KPIs that we have come across in our practice are:

• Average pick-up time (phone) — almost immediately.
• Average first response time (chat) — within the first 2-5 minutes after receiving an inquiry.
• Average first response time (email) — within 5-10 minutes after receiving an inquiry.

Surely, we take the delivery of all the KPIs very seriously. In order to ensure that we follow all the possible standards, we monthly QA with every team (QA can take place as often as our clients require). The bar here is also set very high for all the teams — we must not sink below 90% satisfaction rate. Those consultants, whose performance is less than optimal are given additional talks and seminars in order to make sure that their knowledge level is sufficient, for them to deliver the best services.

Surely, KPIs this high might sometimes cause burnout within the teams. In this case we use team building activities, sometimes even outside the office, to add energy and a sense of shoulder into the team. And in our experience, this is one of the best practices that we have implemented in outsourced answering services team.

Results: surely, setting KPIs helps us maintain the same high level of service quality for all our clients, no matter what field they are operating within. It is also important to understand that the more difficult the product is, the more fluent KPIs we need to set, to ensure that we meet not only time requirements, but the quality as well. After all, both of them are crucial for delivering the best outsource answering services to those businesses that need them for their prosperity.