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.
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.