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Below is our recent interview with Pat Skinner, Business Development Manager at AnswerFirst:
Q: Pat, can you tell us something more about AnswerFirst?
A: AnswerFirst is a U.S. based 24/7 inbound contact center and customer service solution provider. We enable businesses around the globe to provide superior customer support experiences while also streamlining their business communication processes and focusing on their core functions. We are customer service professionals.
Q: Can you give us insights into your services?
A: We provide a full suite of inbound contact center solutions. Our 24/7 live answering services include dispatching services, call patching, message taking, calendar management, virtual receptionist services and voice mail. Our clients use these services to ensure that their inbound business phone calls are answered and handled professionally while also providing them with more options than a traditional phone answering service which typically provide only traditional message taking.
Our 24/7 inbound call center services include brand building and ambassador services, business process outsourcing, customer service & returns processing, employee call out & help line management, help desk & technical support services and order processing solutions. These services are designed for businesses that have more advanced needs such as larger call volume and specific software integration requirements.
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Q: Why is AnswerFirst the best customer service solution?
A: We are consistently rated by our clients as having the best Customer Service Professionals in the industry. We adhere to the highest hiring standards and we provide our team members with industry-leading training and support. The result of our upfront investment is visible in the quality of service that we provide.
Q: What industries do you cover?
A: We have clients in every industry imaginable. In fact, if your business has a phone, email, social media presence, live web chat or any other form of inbound communication … we can help you streamline and improve your customer service.
Q: What are the benefits of outsourcing customer service?
A: Many businesses make the mistake of assuming that any staff member can be trained to provide amazing customer service experiences – this assumption can be costly. Exceptional customer service isn’t just listening to an upset customer with a smile or “being nice” to clients. Rockstar-level customer service is only possible when you hire, train and retain staff members with an innate talent for the work. As such, outsourcing customer service to a partner such as AnswerFirst ensures that your customers receive the best service available.
Additionally, there are cost benefits, particularly for any businesses that need after-hours or 24/7 services. Hiring in-house management and staff to work around the clock substantially increases payroll, while outsourcing to a customer service provider allows businesses to pay only a fraction of those costs while offering superior service.
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Q: What are your plans for the future?
A: We are always working towards more integrations with our clients’ exisiting software and platforms so that we may seamlessly blend into our clients’ normal workflows. Our goal is to be an extension of our clients’ businesses, not just a vendor.
We also pride ourselves on offering an omnichannel experience and that means we are constantly working to stay on top of technology trends and new forms of communication. The future is going to bring more avenues for customers to communicate and we are always working to make sure that AnswerFirst will be there to partner champion brands and provide great customer service experiences across all forms of communication 24 hours a day, 365 days a year.
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