A quick response from your company to your customer goes a long way. In fact, people want an answer in the least time possible and will be annoyed if you don’t solve their problem quickly. In a time where every opinion (or rant) may go online, this is something you must prevent from happening in order to maintain your reputation and avoid having to put out a PR fire.
Unfortunately, a problem most businesses face is that it’s difficult for them to be answering phones and emails the whole day when they’re also trying to run and grow a business, and maintaining a call center inhouse can also be expensive and difficult to sustain when the company is scaling.
This is why most businesses are outsourcing to a call center. They specialize in customer service, they know exactly what they’re doing and how to handle customers, and they can take away that load for you, problem free.
An important point for us to talk about is that not all call center services are the same. It depends on what your company needs and the rest is tailor made by the specialists. It can be more than just answering calls for you, you may be needing someone to talk via chat with clients, conduct surveys on your behalf, or maybe help you get feedback on how to improve your services. Outreach to potential leads is also something to outsource because while you handle several tasks at the time, this outsourced employee will dedicate himself for hours on handling this job for you, making it more possible to generate conversions.
Another significant reason why you should hire a call center to do the customer service work is that you will be freeing your employee’s time so they can focus on the company’s productivity. It also brings a level of professionalism to your small business without having to break the bank.
For example, at Virtual Emily , each of our clients have a tailor-made experience. Depending on what their company is needing we recruit people with that background and train them so our clients don’t have to worry about working with a call center that has their agents handling dozens of clients. We have dedicated resources for every business.
Before you start working with us or any other call center, think about what is it exactly that you need. What is your business lacking and where does it need support? Is it going to be an outbound or inbound model? Do you need dedicated or shared agents?
Want to learn more about the questions you need to take into consideration before hiring us as your call center? Check out these 3 questions you MUST have clear before starting to outsource your customer service.