You are dealing with a very important task in the office, but then the phone rings. What happens when the phone rings? You glance around the office to see who is free. But everyone is already on a call, so you pick it up, a little reluctantly and answer probably a little more abruptly than you should do. No one in your office is sitting by the phone waiting for it to ring. Which means that when the phone in your office rings, the call is interrupting that staff member from a task.
The Challenge
The challenge to you as a manager or business owner is, who is the caller; the caller could be anyone. Say in the case of an Estate Agent, the caller could be someone looking to rent out their garage or someone looking to put in an offer on a multi-million Euro property. The first response could earn or cost your team thousands of Euros. That said there are forums and articles written as to why Estate Agents don’t answer phones like this one here.
Here are 4 reasons why Estate Agents need a call answering service:
- Every call is valuable (warmer leads have a value – rang you company; had a pleasant experience, left their details and some info)
- Time is off the essence (Callers/people want instant gratification)
- Brand image matters (“Do you know XXXX they never answer the phone!”)
- Additional overheads cause stress (staff – lunch-time cover, holidays, sick days, management = stress)
So how do you make sure that, when the phone rings, no matter who answers the phone, the caller is made feel appreciated, valued and listened-to? One option would be using a Telephone Answering Service like ourselves in Kendlebell Naas, with our team of Personal Assistants.
Customised Services
Our team of Personal Assistants handle your calls to to your exact specifications and requirements . Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. Alternatively, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number.
Ping Pong, Ping Gone
No more telephone ping-pong, where a caller keeps missing you and you them. They instead speak to one of our experienced Personal Assistants. And they are now a warm lead. Plus you get a SMS message, an email or both with their contact details.
Focus
Our telephone answering services gives your employees and/or you the ability to focus on the task at hand. We answer your phone(s), so you can focus on what you need to concentrate on – in many cases generating revenue. Plus, no wasted time on cold calls – time wasters, cold callers, sales people are all screened, before they get to you.
The client experience is important, people do talk. Our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here.
Catch Your Calls
At the moment most trades people builders, plumbers, tilers, carpenters etc. are very busy (see more here), most seem to be booked up for the next couple of months. Many are missing calls, from current clients, prospect clients and calls from people that they do not want as clients. Having to call them back in between jobs or when you have a bit of free time is not ideal. Plus a large proportion of them want urgent or small jobs done, the kind of work that you might not be taking on currently. Why not let us catch your calls?
Conor O’Connell, Director of the Southern Region of the Construction Industry Federation (CIF). “Demand is going very high. Population growth is high, employment growth is high.” See more here. But you are involved in the trades you already know that you are busy.
This is were Kendlebell Naas’ team of Personal Assistants come in, we will answer your calls and we will follow your guidance on what to do with them. Our team of Personal Assistants at Kendlebell Naas will catch your calls, and pass them in the right direction with the right leads going to you and the undesirable leads will get a kick to touch. Meaning no more tyre kickers!
In Action
How does this work in action? Phone rings and we catch your calls:
- “Good morning Brian Doyle Plumbing, Mary here, how many I help you?”
- “Brian is not available at the minute, can I please take your contact details?”
- “Is there a specific job you are ringing Brian in relation too?”
- “Brian will be in touch with you on that, you can be added to our waiting list”
OR
- “Apologies, Brian is not undertaking that kind of work at the minute, he would recommend XXXXXXXX” (No more tyre kickers!)
Family
Some people that you want to be able to ring you directly, not a problem. There are a couple of divert options which can vary depending on your supplier: divert: if not reachable (phone off or no coverage), if busy, if not answered and at all times. For call transferring we would patch/transfer the call to you. Using conditional diverting you can have every call ring your phone first before it comes to us. Either way you won’t miss out on important calls from family or friends.
Results
No more:
- Tyre kickers! Yes, no more tyre kickers!
- Missed calls!
- Distractions, when you are trying to concentrate.
- Silent voicemails!
Our Services & Customisation
Kendlebell Naas’ provide telephone answering services for 30% the cost of a receptionist. Our team of Personal Assistants catch your calls to to your exact specifications and requirements. Plus our services are totally customisable and will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here, including Voicemail a Dinosaur and Outsourcing for Small Business.
Opportunity
“Nothing is more expensive than a closed mind, and a missed opportunity” H. Jackson Brown. No one sets out in to miss business opportunities. Websites have become big focus areas for businesses over the last 15 years, and rightly so. But, according to AdInsight a whooping 65% of businesses consider phone calls to be their most valuable, highest quality source of leads.
Some people have had life changing phone calls, calls that changed their business overnight. Are you one of these people? If yes, it probably means you don’t like missing calls. If you are not one of these people, are you sure you’re not? Do you miss a lot of calls? Perhaps you have already missed “the” call. Missing a call is not small, you may have worked very hard for that call in the first place. Missing calls is bad business, how big was the opportunity you just missed? Through our services in Kendlebell Naas you’ll never miss a call again..
Reports
Margot Whitney wrote an article last September “The 10 Types of Business that MUST use Call Tracking”, check it out here. The list included home services (builders), the legal profession, dental and cosmetic surgeries, mortgage/finance people and others. But who in reality shouldn’t be using call tracking? In our message system after/as a call is taken a SMS text, email or both is sent to the relevant person or people. So you have a record of every call you receive. Our Daily reports can be imported directly into various CRM systems.
In Action
Even for simple things, like meetings, your phone won’t buzz intermittently during the meeting, while you are missing calls. Rather than coming out of a meeting to 10 missed calls, instead you have detailed texts and /or emails. Which enables you to work more efficiently, driving your business on. Answering calls is good business vs missing calls is bad business.
Our Services & Customisation
Kendlebell Naas’ provide telephone answering services for 30% the cost of a receptionist. Our team of Personal Assistants handle your calls to to your exact specifications and requirements. Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. Alternatively, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number.
Our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here, including Voicemail a Dinosaur and Outsourcing for Small Business.
Kendlebell Naas provide Telephone Answering and Virtual Receptionist services to a range of clients, along with some additional services – like diary management. Our team of Personal Assistants answer calls Monday to Friday, 8.30am to 6.00pm . Whether it is Fulltime Cover, Holiday Cover or Over-flow Telephone Answering services you require please feel free to get in touch with us.
Flexibility
Our services are flexible. In relation to relief cover, we will provide you with a divert number and you select the times you divert your calls to us. If you want us to only answer calls 12.00 to 5.30pm, let us know and divert accordingly. Perhaps you just want calls answered on Mondays and Fridays, let us know and divert accordingly. Maybe you want us to answer your phone when you can’t answer as an over-flow service, then what you do is conditionally divert to us, e.g. after the call rings for 8 seconds on your phone.
Holiday cover is also something that we provide, which can be a really beneficial service for a business person, in terms of mental health, embracing their surroundings and just enjoying oneself. See the official website of Tourism Ireland here.
Our Services & Customisation
Kendlebell Naas’ provide telephone answering services at a fraction of the cost of a full time receptionist. Our services enable businesses to be more efficient and productive. Using Kendlebell Naas to answer your calls makes budgets go further, while also improving customer experience. Our team of Personal Assistants handle your calls to to your exact specifications and requirements . Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. Alternatively, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number.
The client experience is important, people do talk. Our call answering service will put you in their good books, if you have recently experienced some slippage. Our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here.
Using a call answering service like ours in Kendlebell Naas can really lift productivity of any business whether a small one person operation, a small or medium sized business or a multi-national. What are the real-life benefits call answering services deliver? Taking call handling pressures away from yourself and employees, those with more pressing responsibilities can provide a number of benefits.
At the beginning of a customer service experience, 90% of our respondents want to speak to a live agent. See more on this here. Are you providing your callers with this opportunity? Voicemail? Missed call?
Day to day, businesses can achieve more using a virtual call answering service than not in the following ways:
Focus
Our telephone answering services gives your employees and/or you the ability to focus on the task at hand. We answer your phone(s), so you can focus on what you need to concentrate on – in many cases generating revenue. Plus, no wasted time on cold calls – time wasters, cold callers, sales people are all screened, before they get to you.
Personal Assistants
More hands on deck as required. A physical receptionist answers call, yes, some. How many can one person answer? Our team of Personal Assistants can/will answer a multiple of this, at a fraction of the cost. Kendlebell Naas operate Monday – Friday, 8.30am to 6.00pm. Also, we provide the impression that you are part of a larger organisation, which is particularly beneficial for businesses starting out.
Relationships
The rapport is already built for you, a good rapport, your callers calls are not missed, they didn’t have to leave a voicemail. No more call ping-pong, where a caller keeps missing you and you them. They instead speak to one of our experienced Personal Assistants. And they are now a warm lead. Plus you get a SMS message, an email or both with their contact details.
Our Services & Customisation
Kendlebell Naas’ provide telephone answering services for 30% the cost of a receptionist. Our services enable businesses to be more efficient and productive, with us budgets go further, while also improving customer experience.
Our team of Personal Assistants handle your calls to to your exact specifications and requirements . Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. Alternatively, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number.
The client experience is important, people do talk. Our call answering service will put you in their good books, if you have recently experienced some slippage. Our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here, including Voicemail a Dinosaur and Outsourcing for Small Business.
People Talk (& sometimes People Walk)
The client experience is hugely important. Perhaps, more so now than in the past with the rise of the internet and less geographic regional boundaries for businesses. Looking at the 2017 US Customer Service Barometer findings, younger Americans tell on average 18 people about good experiences. Whereas they would only tell 15 people about a bad experience. Older Americans will only tell 7 about a good experience, and 16 about a bad. What is also interesting to note is men tell twice as many people as women about their service experiences.
When it comes to efficiency and productivity, many one person operations, small business and medium sized businesses, drop the ball from time to time. Attention can sometimes be pulled away from revenue generating aspects of the business. Often people may try to focus on doing everything, thereby mastering nothing. This is where Kendlebell Naas can help.
Covering Leave
We have a new customer who recently started using our services after their 2 week free trial. This is their story, the owner/operator of a Physiotherapist Clinic that delivers well for patients. Over the years, she has worked really hard, her business has grown substantially. As of today, there are 3 other physios working in his practice alongside her. Plus a receptionist – who is currently on maternity leave. A keen networker; a member of the local chamber and the local BNI chapter. Very involved with the local GAA Clubs, Rugby Club, Soccer Club & Hockey Club, all on-board with practice as well, as the physio service end has always been excellent.
Consequences
But “Never great” to answer the phone and now with the receptionist on leave, she couldn’t stay on-top of it like she used to. This led to a couple of long-term and short-term customers moving to another local clinic. They had a negative client experience and voted with their feet. Simply because the others answered the phone. On one day in particular things came to a head; the owner had taken the day off to attend a family wedding. Phone cover had been arranged but the other physio covering was sick and calls were missed.
Kendlebell Naas have now stepped in to help in the short-term to provide telephone answering services. No more missed calls, no more lost customers.
“…companies think they are competing on customer experience, most are losing. The good news: there is still room for companies to wiggle into the forefront of CX (Customer Experience). Customers are waiting for companies to rise to the occasion.” This Forbes article by Damien Newman features a number of customer experience surveys, see more here.
Our Services
Kendlebell Naas’ provide telephone answering services for 30% the cost of a receptionist. Our services enable businesses to be more efficient and productive, with us budgets go further, while also improving customer experience.
What are our primary offerings?
- Telephone Answering Services
- Virtual Reception Services
- Service Desk
- Helpdesk solutions
- Diary Management
Customisation
Our team of Personal Assistants handle your calls to to your exact specifications and requirements . Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. Alternatively, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number.
The client experience is important, people do talk. As highlighted above more often about the bad rather than the good. Our call answering service will put you in their good books, if you have recently experienced some slippage. Our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here, including Voicemail a Dinosaur and Outsourcing for Small Business.
You are having a meeting say a ZOOM meeting with a client. You forgot to silence your phone before the meeting and it rings out. Perhaps it is a customer of yours, a number you don’t recognise (new business?) or a no number, what is the right thing to do? Ignore the call? Yes, certainly, but what does that say to your client on ZOOM as to how you treat clients or possible clients? Have you done that to him or her? How often do you miss calls from clients? When you miss a call from a client or someone else, what do you know about the call? You know they rang and you know when they rang, you might not know their number. In all likelihood they did not leave a voicemail so you probably don’t know why the called, specifically. Are you servicing your clients properly? Missed calls?
People Businesses
Kendlebell Naas, provide customisable call answering services for businesses, small and medium sized businesses to multinationals. All businesses are “people” businesses, losing even one prospective customer can be costly. Losing a current customer even more so. Whether they has issues with changing an appointment or maybe their voicemail wasn’t replied to in a timely manner, often people just want to be heard. And missed calls may be missed for a number of reasons, some of your employees may just not want to answer the phone, more on this here.
We answer calls so you can get the deal done, make the impression you want to make, give a client or possible clients the attention that they require/deserve.
US Customer Service Barometer Findings
What drives a great interaction with a professional service?
- Speed – 42%
- Knowledge/resourcefulness – 62%
- Pleasantness 68%
Missed calls make an impact on revenue. In the long term and the short. Customers can be very quick to punish poor service:
- 33% will consider switching companies after just 1 bad experience
- 60% will consider switching companies after 2 – 3 bad experiences
Handy graphic on survey findings here.
Don’t Drop the Ball
When it comes to efficiency and productivity, many one person operations, small and medium sized businesses, drop the ball. Instead of focusing on revenue generating aspects of the business. Often smaller businesses seem to try to focus on doing everything, thereby mastering nothing.
Kendlebell Naas’ provide telephone answering services for 30% the cost of a receptionist. Our services enable businesses to be more efficient and productive, with us budgets go further, while also improving customer experience.
What are our primary offerings?
- Telephone Answering Services
- Virtual Reception Services
- Service Desk
- Helpdesk solutions
- Diary Management
Telephone Answering
What are the real tangible benefits to a first time user of our services. Firstly, availing of our services is very cost effective. Secondly, We have a team of Personal Assistants, trained to answer your calls – so no worrying about holiday cover absenteeism etc. Thirdly, you never miss a phone call. And our 2 week no cost no obligation Free Trial allows you to experience these benefits for yourself , at no risk.
In conclusion, our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer.
To set up your Free Trial click here.
Kendlebell Naas – The Perfect Call Answer
Non-Geographic Numbers (NGN) are changing
At the end of 2021, the number of Non-Geographic Numbers (NGN) will be reduced from 5 to 2. Currently the NGNs are 1800, 1850, 1890, 0818 and 076. From January, 1850, 1890 and 076 numbers will be retired. After that just two NGNs will continue, freephone 1800 and standard rate 0818 numbers.
End of an Era
For many businesses 1890 & 1850 numbers were a cost effective way for customers to call them without costing a fortune. Many businesses have already taken steps to deal with the change, switching to 1800 or 0818, advertising these new numbers and producing new marketing material etc. This change is going to affect a many businesses and people, right the way from RTE’s Liveline to the HSE helplines.
If you need to make changes, we in Kendlebell Naas suggest you start to prepare now. As Confucius said “Success depends upon previous preparation, and without such preparation there is sure to be failure.”
Why?
The system is being simplified by these changes, resulting in lower call costs. All 0818 calls will be part of your call bundle or cost no more than a local call. Calls to 1800 numbers will remain free to callers , with the call cost to owners greatly reduced . One of the key parts of this change, is reduced “bill shock”, you will know how much it costs to call NGNs. See more info on the changes on the Commission for Communications Regulation (ComReg) website here.
ComReg
ComReg recently urged charities to get the ball rolling on making the switch. The ComReg Commissioner Robert Mourik, also said that “There are a wide range of numbers available but there is no time like the present, as switching now will mean organisations can find their best number and unlock savings right away.” More than 5,000 new NGN assignments (1800& 0818) numbers have already been made as demand intensifies. See more here.
Are you ready for these changes?
If you have an 1850, 1890 or 076 number and you would like to keep the number, apart from the pre-fix, get in touch with us. We’re check out the availability for you. Plus we could then run your new number, in conjunction with the old number for you, until the 1st January 2021.
Kendlebell Naas Services
The Kendlebell Team is a primarily made-up of our hard-working Professional Assistants, doing what they do best answering phones – Kendlebell Naas – The Perfect Answer. See some of our services below:
- Telephone Answering & Message Taking
- Virtual Receptionist Services
- Service Desk Solutions
- Enquiry Handling
- Order Taking
- Diary Management and appointment booking
In conclusion, our services will enable you to work smarter while saving you money. Additionally see more blogs here.
Customers call you to talk to you, this is obviously not always possible. That aside, what other options are there? Today, we’ll be taking a further look at voicemail. Is voicemail a fan-favourite or is it a dinosaur, dare I say the first digital media consigned to the scrapheap. Do you leave voicemails? How often do you listen to voicemails? Surveys have found 80% of people won’t leave voicemails. With our Personal Assistants providing telephone answering, you’ll never miss a call again.
Does voicemail tick all the boxes?
Voicemail ticks a couple of boxes; in an out of hours situation it is handy for sure, especially for a landline! But as a go-to option, Monday to Friday, it has to be no, doesn’t it? In 2014, Coca Cola gave staff the option of shutting voicemail off, a whooping 94% opted to axe voicemails. Michael Schrage, a research fellow at MIT Sloan School’s Center for Digital Business called the move a “no-brainer”. Just 1/3 of staff listen to voice mails from business contacts, eVoice, a virtual phone service provider, found way back in a 2013 survey. See more on this survey and Coca Cola here.
Is the age of voicemail, over?
In 2013, Schrage wrote a piece for the Harvard Business Review’s website called “Time to Hang Up on Voice Mail”. Stating that “something that was once seen as valuable and indispensable is now seen not only as worthless, but as so inefficient it must be removed.” See the full article here.
More recently in 2018, e2save the online division of The Carphone Warehouse conducted a survey on Voicemail. What were the findings? Just 20% of people will leave a voicemail, if their call can’t be taken. Older age categories are more likely to leave a voicemail then younger groups. 20% of 25 -34 year olds never leave a voicemail. Whereas 53% of 55-64 year olds will always leave a voicemail.
What do people think of voicemail?
The number one answer on why people won’t leave voicemails is because they don’t like receiving them themselves. Does it create a good brand image, if perhaps on someone’s first attempt to talk to you, they are faced with a voicemail? The number 1 issue that annoys people most about receiving a voicemail is; they don’t understand why the person can’t just drop them a text or email. Whereas, if a client calls you and gets through to our of our team, they have a positive interaction. Similarly, you on the other side benefit, from our telephone answering services in that your clients are happier and you can receive notice of the call on various platforms.
Voicemail is here to stay, we have clients that have to use it. But, at Kendlebell Naas we try to streamline tasks for clients and callers, voicemail is no different. We make voicemail more streamlined, how? We will email you (and whomever else you’d like) a MP3 of a voicemail once it’s left.
Comment
On NPR – National Public Radio, Jane Buckingham, a trend analyst with Trenda had this to say (more here). “Everyone criticizes the millennials for being the ‘me’ generation and being so entitled. I don’t think they’re so entitled. I think they’re just incredibly pragmatic. So for them if a voice mail isn’t practical — which most of the time it isn’t — and there’s a more practical way of delivering the same information, they’re gonna go for that.”
Kendlebell
When one of your customers ring you, what is the expectation? With Kendlebell Naas’ services particularly, telephone answering, firstly they’ll talk to a real person – one of our pleasant and professional Personal Assistants. Secondly they expect to be able to relay some information to this person that will be sent to you – which we do, via email, text or both dependent on your preference. Above all with our service, they won’t hang-up, you’ll never miss a call again.
We do offer a 2 week No Cost No Obligation Free Trial to experience these benefits for yourself, at no risk. To set up your Free Trial click here.
Services
Our Personal Assistants provide a range of help-desk and service desk solutions. At Kendlebell Naas our ethos is very much focused on first impressions. You can’t put a price on the face of your business and you only get one opportunity to make a first impression.
See some of our services below:
- Telephone Answering & Message Taking
- Virtual Receptionist Services
- Service Desk Solutions
- Enquiry Handling
- Order Taking
- Diary Management and appointment booking
In conclusion, our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here.
How can our Telephone Answering Service Can Improve Your Business
Personal Assistants
Whether you are a new business, a existing SME or even a multi-national, first impressions matter. Often a client or potential client’s first impression of a business is based on the first phone call. Kendlebell Naas specialise in inbound telephony based services, We nominate 2-3 PA’s to handle all your calls, and they learn about you and your business.
What are our primary offerings?
- Telephone Answering Services
- Virtual Reception Services
- Service Desk
- Helpdesk solutions
Our professional services greatly enhance customer experience for all of our clients. And enable them to focus on revenue generating areas, rather than spending their time on the phone.
Customisation
Our team of Personal Assistants handle your calls to to your exact specifications and requirements . Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. If you would like, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number. Each call is announced, given the recipient the option to take the call immediately. Alternatively you can ask your Personal Assistant to take a detailed message.
What do our clients think? See their testimonials here.
Benefits.
What are the real tangible benefits to a first time user of our services. Firstly, availing of our services is very cost effective. Secondly, We have a team of Personal Assistants, trained to answer your calls – so no worrying about holiday cover absenteeism etc. Thirdly, you never miss a phone call. and of course , you get a 2 week no cost no obligation Free Trial to experience these benefits for yourself , at no risk.
To set up your Free Trial click here.
Services
Our Personal Assistants provide a range of help-desk and service desk solutions. At Kendlebell Naas our ethos is very much focused on first impressions. You can’t put a price on the face of your business and you only get one opportunity to make a first impression.
See some of our services below:
- Telephone Answering & Message Taking
- Virtual Receptionist Services
- Service Desk Solutions
- Enquiry Handling
- Order Taking
- Diary Management and appointment booking
In conclusion, our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here or see our owner Tony Clarke talking about what we do here.
