Imagine a situation where you are the owner of a funeral home and your phone rings as you are explaining the process to a grieving relative of a deceased. The call might be from another person who has just lost a loved one. If you pick up the phone, you risk being insensitive to the relative you are talking to, and if you don’t, it would be an unsuitable behavior towards the grieving caller.
For personnel at a funeral home, it is of utmost importance to maintain a solemn environment and avoid any activity that might offend the honor of the deceased and hurt the sentiments of the attendees. Answering calls during the services is one such blacklisted activity.
However, this important etiquette gives rise to the problem of managing the business and attending calls of other clients. This is where an funeral home answering service steps in. Here’s how they can help:
1. Trained telephone agents: While attending the call of a bereaved, there is no room to sound indifferent or busy, and call centers understand the gravity of the situation. Therefore, call centers that provide services to funeral homes have telephone agents that are trained in attending calls from people going through a painful phase. It is ensured that they are answered with a compassionate and concerned voice that makes them comfortable and an agent hears them patiently while providing information on the services that can be offered.
2. 24-hours live service: There is no predicting when a mishap occurs. And that means a funeral service may be contacted at any hour. In such a case, 24-hour live telephone answering services can help a funeral home owner to remain updated of any new requirement coming in. The service is also very useful when the owner or any personnel is on an off. They are contacted through their preferred means of communication whether messaging, voice mail, fax, or call and they can respond accordingly.
3. Gives freedom to personnel: Perhaps the biggest benefit of outsourcing calls is that the personnel at the funeral home does not have to be tethered to a phone all the while or be obliged to pick up calls at improper moments. While they are free from the responsibility of attending to calls, they can be more present and helpful during the service and console the family they are dealing with in a dignified manner.
There is a large number of people among us who do not know how to exactly respond to a call at the time of a funeral. And if we talk about a funeral home, it becomes all the more difficult for the people working there because first, there is always a funeral going on and second, the serious and solemn environment can become monotonous for a person working at a funeral service center but he or she cannot afford to let that seep into the tone of conversation while answering the call of a relative or friend of the deceased.
Moreover, if there’s a new recruit at a funeral home, then it is possible that he or she is not well-versed with the way a client for a funeral home should be handled. To prevent any embarrassing situation from unfolding, one can outsource the answering services while the training procedure is underway.
The professional services of a call center will guarantee that the good name of your business stays unharmed and families and communities continue to place their faith in you to honor the last rites of their loved ones.
We would like to know what you think about hiring a professional service for answering calls? Share your views in the comments section.