sector facility management

Sector Insights | 13th December 2023

Enhancing Efficiency in Facilities Management: The Advantages of Outsourcing Call Answering Services

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In the dynamic world of facilities management, staying on top of customer interactions is crucial. However, balancing the demands of immediate customer service with the ongoing management of a facility can be challenging. That’s where the power of outsourcing call answering services comes in. This approach offers numerous benefits, streamlining operations and enhancing customer satisfaction.


  1. Improved Customer Service


Outsourcing your call answering services means that every call is answered promptly and professionally. Call centres like Orca Business Support Limited specialise in providing high-quality customer service. They ensure that your clients always speak to a knowledgeable and courteous professional, thereby elevating the customer experience and your company’s reputation.


  1. Cost Efficiency


Hiring a full-time staff to manage calls can be costly, especially considering training and benefits. Outsourcing eliminates these expenses. You pay for the service without the overhead of additional full-time employees. This cost-effectiveness is a game-changer for facilities management companies looking to optimise their budget.


  1. 24/7 Availability


Facilities management doesn’t adhere to the typical 9-to-5 schedule. Outsourcing your call answering ensures that there is always someone available to take calls, even after hours, during weekends, or on holidays. This round-the-clock availability means urgent issues can be addressed immediately, which is critical in facilities management.


  1. Focus on Core Business Functions


By outsourcing call answering, facilities management teams can focus on their core responsibilities without being sidetracked by constant phone calls. This focus on primary business functions leads to increased efficiency and productivity in managing the facility.


  1. Scalability and Flexibility


Outsourcing provides the flexibility to scale up or down based on call volume. During peak periods, the outsourced team can handle the increased load without any need for you to hire additional staff. This scalability ensures that your customer service quality remains consistent, regardless of call volume fluctuations.


  1. Professional Handling of Specialised Calls


Companies like Orca are adept at handling a range of calls, from routine inquiries to emergency situations. Their staff are trained to recognise and appropriately escalate issues, ensuring that urgent matters are addressed swiftly and efficiently.


  1. Access to Advanced Technology


Outsourcing partners often have access to the latest in call centre technology, providing facilities management companies with sophisticated telephony and CRM solutions without the heavy investment. This technology enhances the quality of customer interactions and provides valuable data insights.


In summary, outsourcing call answering services offers a practical, cost-effective solution for facilities management companies aiming to improve efficiency and customer satisfaction. It’s an investment in professionalising your customer interactions and ensuring your operations run smoothly. In today’s competitive environment, it’s a strategic move that can make a significant difference in the success of your business.



About the Author: Mark Houghton


Mark Houghton, the Operations Director at Orca Business Support Limited based in Wrexham, UK, is a seasoned professional in the realm of customer service and business operations. With a career marked by dedication and innovation, Mark has been instrumental in steering Orca towards becoming a leading call-answering organisation known for its flexible and aspirational service offerings.

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