A business can live or die by the number of appointments they have each day. An appointment is a billable moment, and a full schedule results in more billables. A calendar with holes means fewer billable hours and less revenue. Creating ways that allow customers to schedule and manage appointments can increase overall revenue. Businesses typically explore two routes to book more appointments; internal improvements and answering service.
Increasing productivity to maximize appointments can help, but it’s easier said than done. Your receptionist may try to optimize their schedule themselves. Optimizing the day-to-day means calling clients between tasks, playing phone tag to respond to messages left on a voicemail, or skipping breaks, so the phone is never unattended. But when the solution is “Work harder,” it doesn’t solve the problem and often causes more issues. When the only solution to schedule more appointments is to increase productivity, your employees can get burnt out, and customer care can decline.
Instead of juggling all the work, some hire an assistant to keep things booked solid and revenue flowing. But one assistant can only do so much; if they are on the phone with one client, they can’t help with any other calls. Even if a caller leaves a message, they might not pick up when called back. Missed calls delay appointments, if they even happen at all. Not to mention, hiring additional employees adds another salary to the payroll.
Today’s consumers and clients want immediate help and service. Over 70% of callers hang up when a call goes to voice mail. If they can’t reach you on the first try, they will try your competitor and the first person who answers the phone and sets an appointment.
As an alternative to additional staffing, many have tried web-based scheduling solutions that allow people to schedule an appointment online whenever they want. Web tools work when customers are comfortable using technology or have a simple appointment with no questions. Most online scheduling tools don’t help with cancelations, rescheduling, or customer service. The results are missed opportunities that you cannot reclaim.
Making various internal process improvements won’t always help you book more appointments. Some solutions can result in a decline in quality or an increase in expenses. You might need some outside help. One solution is a telephone answering service.
The right answering service cares about your customers just as much as you do; they are a seamless extension of you and are flexible to meet your needs. Besides that, here are some of the top benefits of an answering service.
Integrated Solution: Your answering service can access your online schedule to set your appointments. And if you don’t have a web-based solution, CCSP is an answering service that provides one for you, so whether it’s your system or ours is a single solution that works for everyone.
Answer Questions: Your answering service can handle inquiries from the self-serve crowd. Don’t lose an appointment due to an unanswered question or a hard-to-use online solution. Let your answering service capture those missed opportunities.
Take Cancellations: While you don’t want cancellations, they do happen. And when they do, the sooner you know them, the sooner other customers can fill these openings. Your answering service can take the cancelation fast and then work to book more appointments in the time slot.
Verify Appointments: Some people set appointments far in advance and then forget about them. An appropriately timed phone call, email, or text to remind them of an upcoming meeting will reduce no-shows and minimize unforeseen openings. Your answering service can do this for you, and your time is free to focus on customers who need your help now.
When setting appointments, your answering service is your sure solution to keep your schedule full without dealing with all the usual headaches. To learn more about CCSP Customer Support Solutions, contact us today.