Call Centers

Why You Should Work with a Call Center

Why You Should Work with a Call Center

Businesses all over the globe have come to rely on call centers to help operate different aspects of their business. Despite this fact there are still some myths and stigmas attached to using a call center rather than keeping sales or customer service in-house.  Let’s dispel some myths and show you why your business can benefit from using a call center.

Call Center Aren’t Concerned with Service

Whether you use an inbound or outbound call center they do measure their performance by a variety of different metrics.  They look at things like handle time, sales metrics and call volume, but that doesn’t mean they aren’t concerned with serving your customers.  There are plenty of highly professional call centers that were created for offering service while at the same time concerned with sales if that is one of their mandates. Here is a look at just how they measure performance.

Call Centers Boost Sales

Even if you employ a call center for handling customer service calls they can still help boost sales.  Every time a customer contacts your business you have the opportunity to make a sale.  Your call center can recommend to your customer products or service that meet their needs.  You can encourage future dealings with your company and leave customers pleased with the encounter.

Outbound Sales

There is a misconception that customers don’t make purchases over the phone but there are countless successful businesses that rely on call centers completely for driving in new customers.  Getting on the phone is one  of the quickest and easiest ways to get new business.  You can also use a database of existing customers to sell them new products and services.  Don’t overlook at the impact a call center can have on your business.

Call Centers Optimize Performance

Call centers have a dozen different ways to track performance and productivity.  They can track the average time of a call, the average sale, how long your customers wait on hold and how many calls get escalated to a supervisor.  While not all of these metrics may not be relevant to you it does show that call centers do more than just make and receive calls, they can be a valuable asset to you.  All of these metrics show you where to optimize and where improvements to your business processes can be made.

Modern day call centers can be more than just someone who answers your phones, they can be part of your team and a partner in building your business.

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Answering Services

Choosing an Answering Service

Choosing an Answering Service

Choosing an answering service for your business is a tremendous benefit to your business, it can boost your sales number, save you time and make your customers happy.  Hiring staff to manage your customers 24 hours a day can be costly so outsourcing to a live answering can help your bottom line.  Choosing the right answering service shouldn’t be done lightly, you don’t hire the first service you come across, live any other service you do some research first.  Here are some things you need to look for.

24/7 Access

You need an answering service that works around the clock.  Does your business offer emergency services, if so then you want a service that is around on holidays and after hours not just banker’s hours.  This ensure that you never miss a client from a client or patient and in the end they are happy with your services.

Experience

Like any other service that you contract you want a team that has some experience.  A team that has been around awhile already has quality controls in place and can handle special industries like medical fields.  Yes, new businesses need to start somewhere but when it comes to YOUR business and YOUR customers you want an answering service with some experience.  If you have colleagues you can ask as to who they use you can get a recommendation from someone that you trust.

Latest in Technology

Technology in call centers and for answering services has come a long way, does the company you plan on working with have up to date technology to serve your customers.  What do they do when there is downtime?  Do they have emergency backup systems in the event of an emergency?  Are your calls going unanswered because they are prioritizing other clients?  These are all things that you need to know before you contract anyone.

Fair Pricing

The best service isn’t necessarily the most expensive nor is the cheapest your best bet either.  Good services have fair pricing that works with your needs and budget.  Pricing can be based on a per call, per minute or some other pricing structure.  Pick a service that works with your business, that is cost effective but still serves your business.

Regardless of the size of your business you can always benefit from having a live person answering the phones for you.  Customer satisfaction can make a huge impact on your bottom line and future business growth.

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