Have you noticed that the customer service at your company has started to trend downwards? Rather than hold more meetings about how important customer service is and regurgitate trite platitudes like “The customer is always right”, it’s time to shake things up and swap some things around.
One such way to boost your customer service is by bringing in an outside call center for your business. But what exact benefits do these centers hold for you?
Well, that’s where we come in. With our guide to the advantages of call centers, you’ll have high approval ratings in no time!
But enough talk! Let’s jump right into things.
You Can Save Some Serious Cash With Call Centers
One of the main things that trip businesses up when it comes to call centers is their fears about the price. After all, having to pay a group of employees whether they get calls or not will add up fast.
Fortunately, call centers offer a solution by outsourcing. This way, you’re only paying the company for the time their people spend on calls for you rather than paying a flat hourly rate regardless of workload.
Outsourced companies also come prepared with all the technology and software needed to run an efficient call center, so you don’t have to go out and buy that. What’s more, they will continue to update their stuff themselves, so you don’t have to worry about falling behind the technological curve.
Plus, you can then take the money you saved and allocate it towards boosting your business in other ways, like advertising.
Call centers also help secure you more product sales. If someone calls your business to order something and gets a voicemail, the chances they call back later to try again are low if they don’t know your business well. Having a call center man your phone lines ensures there will always be someone able to jump on those last-minute orders and bring in the profits.
Bonus Time and Resources
Do you feel like your company gets crunched for time, with not enough people to do what needs to get done? Well, call centers help boost productivity by freeing up your employees from working the phones to focus on other aspects of the business like logistics and production.
Reducing their need to multitask (and thus their levels of stress) will help give productivity an even bigger boost. Plus, stressed employees are not the ones you want handling the phones when it comes to customer service.
This also means you don’t have to put in the time to train employees on specific calling software, what to say, etc. Instead, you can put that time and resources towards addressing other areas of your company that need improvement.
Improve Customer Relations
Studies in 2017 found that there was a lack of trust around online products not made in the buyer’s home country, and those wary customers are still out there. Rather than shut yourself out from the global market, outsource to a call center. This way, you’re putting a human voice to your company and granting it legitimacy to a customer.
Call centers also boost legitimacy with “local” customers. After all, the sign that a business has a reliable phone number you can call and get help from sells the idea that you are professional and care about the customer’s time.
When customers feel like you respect them and your time, they’ll want to come back and buy more, meaning you’ve locked in more profits. Conveying this professionalism is especially important if you have a start-up business trying to get off the ground.
Customer relations are also boosted by the fact that most call centers run their operations 24 hours a day, 365 days a year. Not only does this give you a firmer standing in the international world (by addressing all time zones), but helps customers feel like someone will always be there for them when they have questions.
You’ll also have better call performance. This is because call centers hire employees trained to cater to every kind of customer over the phone. This means you’ll gain both better quality calls as well as improved customer service.
Stand Out From the Crowd
Let’s imagine for a second that you wanted to buy a new computer. Two different companies offered the same model for the same price, but one offered a 24/7 technical support call center and the other did not.
Which company are you going to choose? The one with the call center, right?
In this way, call centers help distinguish you from competitors and establish your business as a legitimate authority. Flexible hours will also help pull customers away from companies that only operate during normal business hours.
Call centers also offer several bonus services that normal company call lines don’t tend to have, like appointment or purchase confirmation calls and registration for events your company offers. In addition to buffing your customer service, this helps you appear more in touch and with the times than any competitors who lack such services.
Easy to Improve With Data
Finally, call centers provide you important metrics about the performance of the calls and where your business could improve. Data reporting companies provide ways to condense large amounts of data into digestible bites, allowing you to see what strategies customers respond to and which they shy away from.
You can then work with a call center to incorporate said data, figuring out which things need to change and ensuring a better experience for everyone involved.
Improving Your Company One Call At a Time
And there you have it! But now that you have our guide to the different advantages of all centers, where can you go from here?
Well, if you’re looking for more tips and tricks to boost productivity and expand your business, make sure to check out the other articles on our blog!