Best #1 Telemarketing Services company in Sri Lanka | best Call Answering Services in Asia » Activ8 Asia

The last decade has seen an influx of new businesses across many industries, and with it, a demand for exceptional customer service, a key component for customers to make a choice between one product or service over another. One of the most crucial aspects of a customer’s experience is how their calls are handled, both as curious first-time inquirers and as loyal customers of a brand. Here’s where Activ8 Asia, a call answering BPO company, comes into play offering call answering services in Asia that give business owners a worthy return on their investment. Activ8 Asia ensures that businesses can focus on other important tasks that drive success while no customers’ calls are missed, no business opportunity is wasted, and every client is provided with helpful and customized support. In this article, we’ll explore everything you need to know about call answering services in Asia, from its different types to why it’s beneficial for your business, why the demand for it has grown exponentially and how Activ8 Asia is transforming the call answering service market with its expertise.

Call Answering Services: Securing Every Lead with Top-Notch Customer Service

A call answering service handles incoming calls for your business, providing the right information to clients seeking more details about your products or services and offering prompt assistance to existing customers who just need additional help. As the first point of contact for a new customer interested in your business, or a measure of good customer service for existing customers, every call’s response is a direct reflection of your brand. Research by SQM Group on First Call Resolution (FCR), a metric of how much a call answering service resolves customer queries on the first call without needing a follow-up call, shows that FCR directly correlates with high customer satisfaction.

Letting your calls go unanswered not only loses you a lead but also leaves room to trigger negative impressions of your brand. Therefore, not only is it crucial to answer every call but also to recognize that every customer and every company is unique, and opt for a call answering service that can be customized according to the relevant business and its customers’ needs.

Common Features of Call Answering Services

When looking for the right option from the many call answering services in Asia, you should look for a company that covers a significant workload related to your business’s incoming calls. As no one size fits all, a combination of which aspects are absolute necessities for your business is a decision business owners must carefully consider. Below are some other commonly offered aspects that you should ideally look for.

Call Screening with Message Forwarding

Call screening services utilize a team of well-trained professionals or an efficiently trained automated system, to filter incoming calls to your business and classify them based on the nature of the call, level of priority, and urgency. Following the screening, the calls will be routed to an appropriate contact point in your team for high-priority support or collect the message with all the relevant details from clients with non-urgent concerns to reach back to them accordingly.

The message forwarding feature of the screening service guarantees that the message is assuredly shared to the right point of contact through SMS, email, or an integrated customer relationship management (CRM) system – whichever medium you have chosen for your business’s requirement

Advanced Call Routing

Activ8 Asia’s advanced call routing ensures that customer queries are automatically routed to the most appropriate person or department. This feature reduces waiting times and helps customers immediately be directed to the right expert, based on the context of the call, urgency, time of day and other criteria relevant to your business. This ensures that your customers aren’t left frustrated bouncing from one department to another. As time is money, customers end their call with value rather than wasted time.

Advanced call routing is particularly useful for large organizations with multiple departments handling distinct areas of customer service, whether it’s your technical support team, billing, sales, or any other department. This is a worthy feature to keep your eyes out for when looking for the ideal call answering services in Asia.

Appointment Scheduling

Appointment scheduling services are handled by live agents to set appointments based on your business’s real-time availability. These are highly sought after services in Asia which cover confirming, rescheduling or cancelling an appointment with ease for your client. These appointments will be seamlessly integrated with your calendar, ensuring efficient and professional appointment management. Although commonly used in healthcare and legal industries, spas, universities, and many industries can benefit from streamlining their appointments.

Order Processing

Your outsourced team will manage your customer’s complete order journey, from placing the order to checking stock availability, tracking shipping statuses in real time to update customers and even processing exchanges and returns. For businesses that rely heavily on sales, order processing can be overwhelming during peak seasons or sales events, and this service allows businesses to handle surges without missing out on potential sales.

Overflow Call Handling

An ideal solution for when your in-house team is overburdened with calls, this service guarantees that no business opportunity is lost due to missed calls. Most common in organizations that experience seasonal surges, overflow call handling is especially useful as it helps your business manage increased call volumes during peak times without exhausting in-house resources.

Out-of-Hours Call Answering

One of the most important services businesses can opt for, especially as customers find time outside their working hours to discover more about products and services they’re interested in, set appointments, check the status of their orders, and more. With out-of-hours services, you show your customers that your business is committed to providing them with quality service around the clock.

For some industries, such as healthcare and emergency services, out-of-hours services are crucial with 24/7 availability. For other businesses like real estate that are dependent on generating leads, being available after normal working hours will help capture leads that might otherwise be missed. Given its importance, out-of-hours call answering is a vital offering to look at when choosing call answering services in Asia.

High Demand for Call Answering Services in Asia

The answering services industry alone generates a revenue of USD 8.4 billion worldwide as reported by a Kentley Insights report for 2024, which reiterates that more and more companies are recognizing the importance of these services as a pivotal aspect of customer service and business growth. With many industries relying on calls as the backbone of their business, from travel and tourism to healthcare, real estate, and more, business owners are constantly on the lookout for an answering service that does not compromise on quality while offering a cost-efficient solution.

In particular, businesses are focusing on call answering services in Asia, as the Asia Pacific cloud-based call center market size is expected to be valued at USD 19.2 billion by 2029, three times its current size, as reported by Market Data Forecast. A large part of the market is attributed to answering services, with businesses choosing Asia for its cost-efficiency, skilled workforce and high-quality work. As a pioneering BPO company providing call answering services in Asia, Activ8 Asia recognizes the importance of these services and the consequences of disregarding them, offering a vast range of services, to meet the distinct needs of every type of business and customer.

Diverse Call Answering Services in Asia: Beneficial for all Businesses

There are a variety of call answering services in Asia depending on your business’s requirements, each boasting countless advantages as mentioned below.

Live Call Answering

A team of professional live agents are at your company’s service, trained to handle various levels of basic and complex inquiries according to your business’s requirements. Along with assisting customer inquiries, these agents also route calls or take messages when required.

Additionally, Activ8 Asia’s intensive training ensures that the live agents reflect your brand’s tone and messaging when conversing with your callers, paving the way for you to secure your leads and convert them to customers.

The Benefits of Live Call Answering Services

Nature of Business/Customer Requires Real Interactions

Certain industries rely on human interactions, especially healthcare and legal industries, among others where the customer’s loyalty is heavily influenced by the human connection. AI or automated systems can also frustrate callers in extremely urgent or complex situations with their scripted and unempathetic tone, where a live agent can be flexible and customize the approach by deviating from the script to make customers feel acknowledged and valued while assisting them. With live call answering services by Activ8 Asia, our live agents are trained to be supportive on all fronts, where top-notch customer service is a standard that is always exceeded.

Real-Time Problem Solving

Live agents are well-equipped with hastening problem-solving measures, especially in complicated or nuanced situations. Swift decisions ensure the issue doesn’t escalate or require follow-up, increasing FCR and customer satisfaction.

Multilingual Capabilities

Live call answering services in Asia have the added benefit of agents being fluent in various languages. For businesses with customers around the world, this multilingual support can help provide premium customer service and build customer loyalty.

Affordable Solution

Choosing a live answering agent from companies offering call answering services in Asia is inexpensive compared to training and maintaining a team in-house, helping generate more value for what they are paid for than dealing with the hassle of disruptive calls. Activ8 Asia offers affordable live call answering services in Sri Lanka, ideal for both small and large organizations as an investment that brings more returns and retention.

Virtual Receptionists

A virtual receptionist is a dedicated, trained receptionist for your business, working remotely to handle calls while also extending support in handling other communication channels like emails and live chat, in addition to administrative tasks like scheduling appointments. Working remotely, virtual receptionists can cover calls from multiple locations of your business with ease.

The Benefits of Virtual Receptionists

Multi-Channel Support

A virtual receptionist is an all-rounder, covering a larger range of answering services than traditional call answering services in Asia- from phone calls to emails, live chats, and even social media inquiries. A virtual receptionist creates a consistent experience across all your channels, maintaining a cohesive tone that appeals to customers no matter the medium they reach out from.

Administrative Support

Virtual receptionists can also extend their services to administrative duties like scheduling appointments, integrating and managing calendars, cancelling bookings, and more. Virtual receptionists save your teams from monotonous, administrative burdens allowing them to concentrate on scaling up the business instead.

Cost-Efficient Remote Arrangement

Remote work eliminates overhead costs to accommodate in-office receptionists. This arrangement brings the best of both worlds together, providing consistent front-line service for your callers while minimizing unnecessary, additional costs for the business

AI-Powered Virtual Assistants

Virtual assistants backed by artificial intelligence are trained to answer your customers’ calls according to a set of pre-defined instructions personalized to your business. These assistants are trained using pre-programmed responses, machine learning, and natural language processing (NLP), to provide high-quality call answering services in Asia with improved customer satisfaction. Powered by advanced AI, these virtual assistants can handle slightly complex calls before using advanced routing to transfer the call to an appropriate contact point.

The Benefits of AI-Powered Virtual Assistants

Instantaneous, 24/7 Availability

Constant availability to your customers is a sign of exceptional customer service, where customers can reach you at any time convenient to them. AI-powered assistants can work round the clock guaranteeing that no call is missed regardless of time zones, ensuring that all customers are satisfied with instant responses at all times.

Efficient High Call Volume Management

AI-powered assistants are undeterred by high call volumes as they can simultaneously deal with a large number of callers, eliminating waiting and hold times. A win-win for the customer and business, this solution avoids caller frustration, employee burnout if in-house staff had to handle calls, and added costs for extra staffing that may have been required to handle higher call volumes!

Consistency and Accuracy

As an experienced call answering BPO company, Activ8 Asia ensures our AI-powered assistants are error-free, making sure that customers receive trustworthy and consistent information increasing confidence in your company’s unwavering integrity.

High Return on Low Investment

At a fraction of the cost of hiring live agents, this solution provides high-quality customer support without additional compensation for work outside conventional hours. AI-powered assistants are an effective and economical solution.

Automated Answering

An automated answering service uses pre-recorded responses and messages combined with interactive voice response (IVR), to ensure that your customers are guided from beginning to end without the need for a human operator. Callers can choose their desired extensions assigned to numbers on their keypad and be self-directed to the service they require, whether it’s inquiring about the status of an order, checking account balances, or any other need.

The Benefits of Automated Answering

Avoid Wasting Time and Resources on Routine Tasks

Repetitive inquiries about business hours, processing simple orders, or delivering status updates that don’t need human interactions can be easily automated, utilizing human resources for high-priority complex or urgent calls.

Cost-Effective Scalability

Automated answering maintains its affordability even when scaled, unlike the high costs that would be incurred to scale up a live agent team.

Customizable Call Flows

Depending on your business’s needs at different points in time, automated answering is one of the most versatile call answering services in Asia which can be altered to meet your business’s changes while still adeptly guiding customers to the right department.

Queue-less, Instantaneous Support

With IVR, callers can find the right point of contact within seconds. Free from queues and waiting times, customers avoid frustrating wait times and enjoy a swift and smooth customer experience.

Call Answering Services by Activ8 Asia as Industry Experts

As a pioneer for call answering services in Asia, Activ8 Asia provides an absolute package of the best features of call answering. We understand the prominence and impact of skillful handling of calls as a substantial aspect of customer service that retains customers and builds loyalty. Consequently, we provide call answering services in Asia that meet versatile requirements, whether it’s human interaction or hassle-free AI virtual assistants.

What makes Activ8 Asia stand out— is that we recognize that businesses already have processes and systems like CRM systems, ticketing platforms, proprietary software and more that guide overall business operations, and we integrate our call answering services in Asia smoothly into these existing frameworks! We are professionals equipped with the right skills that guarantee a reliable and secure integration for ultimate caller success!

Are you looking for one of the best call answering services in Asia that secures every business opportunity through your incoming calls? Book a consultation with us now for better revenue and retention!