Calling into a customer service line can be frustrating – why do I have to push so many buttons to get what I want? Why does it have to be so complicated? That’s not what you want your business to be known for. It should be easy for current and potential clients to have their questions answered and fast! No matter the size of your company, you should take advantage of every tool available to you. A modern call center, using not just live agents, but chat, email and other technologies, is one of those tools. You may have never thought about how easy it can be to have help from professional and friendly agents.
1. First Point of Contact
Representatives at a call center act as a first point of contact for your business. Whether on the phone, online chat, or email, agents treat your clients like you’d treat your clients. Representatives can quickly answer basic questions, qualify potential clients, or focus on any other objective your business may have. Call center veterans train representatives to be experts in your business’s brand so they will make a good first impression and build client loyalty.
2. Increased Business Productivity
Having a call center answer for your business means your employees can focus on their own responsibilities without interruption. Interactive Voice Response, or IVR, is simple, effective, and reduces your company's costs by automating certain calls such as appointment scheduling, bill payments, callbacks, or surveys. Instead of answering basic questions, your employees focus on the core functions of your business.
3. Off-Hours Calls
Your clients have emergencies at all times of the day and night. Call centers can be your solution for timeliness and accuracy. Some centers are open 24 hours a day, 7 days a week. Give the call center employees a list of variables and steps they should take, depending on the issue at hand. The step may be to take a message or to get in touch with the correct member of your team immediately. No matter the reason, there is someone there, representing your business, when customers and clients need it most.
4. Increased Upsells
Another benefit to a call center is reps can upsell your product. For example, if your client orders a specific product, the agent can then give them information about extended warranties, labor contracts, potential reward packages, or service call packages. Even if the representative only succeeds in making an upsell once out of every three calls, it still will make a difference to your bottom line.
5. Greater Call Conversion
A call center can also help with your call conversion rate. With a sophisticated IVR system, customers immediately get answers and can convert without ever talking to a person. But, some customers prefer a conversation with a call center rep who is highly-trained on your product or service.
6. Lower Overhead
Your overhead directly affects your profit. If you have an employee who is in the office just to answer calls, they may end up with a lot of downtime. You also need office space for them, which means less space for other employees. A call center can allow you to lower your overhead because you only pay the amount in your service contract.
If having a call center makes good sense for your business, get in touch with us at Group O today. We will listen to you to create a customized solution. We want to partner with you to help your business grow and thrive. A good call center is just one of the many tools you can use in order to make your business a strong and prosperous enterprise.