The topic of this blog is slightly off topic in it does not directly relate to Search Engine Marketing, but it strongly relates to conversions. What happens after the potential customer dials your number? A phone call may be considered a conversion from my standpoint, but if the way the phone is answered turns the perspective customer off, then all previous effort has gone for naught.
Here are a couple of common problems with phone answering:
1. Automated voice menu system: Press 1 if…., press 2 if…. Yes this system saves money, but are you losing your touch with your customer base? How many calls are being dropped because the caller refuses to be mastered by your voice menu system? Are you asking your future customers to figure out who in your company is the best person to talk with? I personally don’t know of anyone that is not irritated by automated phone systems.
2. “Un trained Receptionists”: Who every answer your phone is the front line sales person for your company. They should be minimally trained to ask a few intelligent questions so that at least they aren’t sending away callers who really could be a customer.
I know that I talked to at least one client who went to # 1 to avoid #2. This is not addressing the issue. Most people what to hear a voice when someone answers their call. Training a reception should not be that difficult.