Most companies think that a call center is merely an add-on. It’s often seen as one of those little extras that’s earmarked for some time in an idealized future. They’d rather achieve a business milestone first, or wait to fulfill a few prerequisites like having a wider audience, a bigger market share, or a larger budget, before plunging in.
Meanwhile, companies have overwhelmed personnel scrambling to find answers that’s not readily available. Callers have to contend with being put on hold for an inordinate amount of time. Clients endure having to be transferred several times to get a simple status update. Potential buyers or repeat clients end up moving on to a competitor, and the company loses revenue in the process.
If you think a call center is an unnecessary drain on your company finances, think again. Here are few reasons why you’re most likely in need a call center for customer support now.
1. High quality customer service promotes loyalty
The main goal of customer support in a business setting is to promote customer loyalty. Taking care of your current customers is the key to a long and successful business enterprise. It’s up to seven times less expensive to keep your current buyers happy than it is to attract new buyers.
It’s no secret that the most loyal customers turn into brand evangelists. They take it upon themselves to spread the word about your company and encourage their social circle to buy from you. They become your company’s product or brand ambassadors because they are willing to buy from you repeatedly, and will not hesitate to let others know about it.
That kind of loyalty can be cultivated by making sure that every customer touch point results in a positive customer experience, and you must consistently meet their expectations to gain their full support.
2. You can focus on your core function, and gain expertise in the process
When you free up your key personnel from having to deal with customer service issues, they’ll have more time and energy to focus on their core function. For a life insurance firm without a dedicated call center, for example, claims personnel will have to answer claims status questions instead of processing it. This can cause delays and employees lose focus and momentum.
If you outsource your call center operations instead, standard queries can quickly be answered and issues are easily resolved at the first point of contact. There’s no need to transfer calls to various departments and waste precious time trying to find answers to simple requests.
You free up your operations personnel to do what they do best, they also gain expertise. Experienced and well-trained employees are a valuable resource because highly productive personnel promote efficiency and make operations run smoothly.
3. Outsourced call centers are experts and professionals
For reputable outsourced call centers, customer support is their core competency. They focus on providing the best customer experience, which is why they invest a lot of time and resources in getting it right. Front liners are trained not just during onboarding, but on a regular basis to ensure that agents are updated.
They have quality support staff to see to it that standards are met and exceeded at all times. They’ve had the benefit of dealing with other clients and can thus give you insights or advise you on the latest trends in the industry.
The best contact centers invest in the latest technology and use the best software to help you meet your customer support goals, such as faster call rerouting to ensure your clients get a live person as soon as possible
There’s regular reporting to inform you about how the agents are performing, and whether the metrics you’ve set have been met.
4. You can easily scale up or down as needed
With cloud computing and the latest software, it’s easier and simpler to scale your business based on your needs. It offers you the flexibility to add more front liners during holidays seasons where you might expect high volume call, or scale back and rely on your website or automated systems to cater to clients.
It’s best to know exactly what you need so that your call center outsourcing partner can adjust their package as needed. No matter how small or how large your operation is, it’s possible to find the right middle ground to help you meet your customer support requirements that will best fit your budget.
5. Quality customer support improves the customer experience
Data gathering works two ways in a contact center. You as a client will receive regular status reports on how well your front liners are doing, thus giving you insight as to where your pain points are and what you need to do to improve operations.
Another key component is that a call center allows you to gather other key information about your clients. This will help you gain insight into their buying behavior, and even arm your agents with the necessary information they need to make an upsell, based on their call history. When you’re able to tailor the customer contact experience based on their previous calls, clients get a better overall experience.
Investing in a reputable outsourced call center could spell the difference between lifelong business success or failure. Making sure your customers are happy is the key element that will promote brand evangelists who’ll spread the good word for you. It’s a key differentiator that will give you a leg-up against your competition.
If you need a the services of a contact center, consider hiring the experts. Infinit Contact can competently handle all your customer support concerns. Just give us a call and let’s talk about how you can benefit from our expertise.