Many small businesses consider call centers and answering services as alternatives to a large, in-house customer service team. Here are a few of the advantages of a well-run professional call service.
Although large businesses were once the only companies capable of hiring professional call center services, advances in technology and improvements in call center management techniques have seriously decreased the costs of these professional services. Many small businesses now use call centers to keep their costs down while providing their customers with an excellent experience. If you are considering a professional call service, there are a few key factors to keep in mind when making your decision.
The most significant advantage of a professional call center is the immediate flexibility that such a service provides. Many professional services can handle hundreds of calls at a time, so there’s incredible growth potential for your small business. You can quickly expand your call capabilities, which is especially helpful for a sales-driven business.
Professional services usually charge on a monthly basis and the service can be discontinued at any time. The professional phone representatives follow your script and can transfer calls to one of your business’s employees at a predetermined point. This means that you can effectively keep your current sales representatives and customer service team while using an answering service to narrow down the types of calls that come through. The call center can take care of callers who need directions, addresses or general product information and your staff can handle more complex questions. This creates a seamless experience for your customer and takes a lot of pressure off of your call center.
Your business’s relationship with its customers is certainly an important factor to consider. Many small business owners dislike the idea of a call center because of professional services’ bad reputation with many customers. However, a well-run call center can provide a better customer experience than a small business CS team at a much lower cost.
Many call centers won’t ever put their clients’ callers on hold during a typical conversation. Professional call centers have capable, experienced phone representatives who can handle angry, confused or distressed customers easily. Each representative is trained, either through group sessions or one-on-one training sessions, so the call center’s employees are familiar with your products and capable of answering general questions.
Small businesses can benefit greatly from a good call center or answering service, but it pays to evaluate your options. Look for a service with capable, well-trained and experienced representatives. Ask about pricing. Develop a strong plan to make sure that the right calls get transferred to your office and check that the representatives understand their role in your day-to-day business. By carefully planning out the terms of your business’s relationship with a call center service, you can give your small business an outstanding opportunity to grow while seeing a tremendous return on your investment.