Your company experiences an increase of customers. More orders to process, more stocks to deliver, more calls to attend to, etc...
When You Will Engaging Call Center Services?
To cope up, you hire more people. But then you notice that customer service personnel could hardly handle all the phone inquiries. Tasks slowly begin to pile up. Office telephone lines are always busy. In addition, your employees work in cramped, overcrowded work spaces. Under these condition, you have two options.
One, you install extra phone lines and hire additional people to man these communication devices. You also need to expand your office space to accommodate your workers. This choice involves significant costs that could exceed your allotted budget and considerably cuts down your revenues.
Two, you simply engage a call center service.
Business-wise, the second choice is the most viable option. It's easy, hassle-free, and cost-effective, especially if it has good call center management. However, not all call centers are the same. There are many types of call centers out there. You should properly identify your company's needs and match those needs with the proper type of call center that best serve your business.
Below are considerations when engaging a call center:
Choose a well-established Call Center Company
The best outsourcing call centers. Shop around and settle for a call center that has been long in the business. When you find one, ask for a list of their existing client. If they can furnish the list, then go over with the business and check them out individually.
Ask the particular call center's performance from these existing client. Well-established call centers always get good feedback. Bad ones get bad feedback. So choose a well-established call center company.
Get involved in the setup process
Always remember that your chosen call center will act as your business associate. They will handle calls and answer queries regarding your company. Actively participate in the setup process by furnishing them with relevant information about your business.
Discuss service cost
While most call centers lay their service costs up front, a number still resort to deceptive pricing by their hidden charges. Read the contract as well as the fine print. Be sure you understand the cost of the whole service package. Otherwise, you could incur unnecessary expenses.
Go for a well-managed Call Center
You can always tell a call center with good call center management by dropping by their site and observing the call center agents on-the-spot handling of calls. Their tone of voice, and the way they handle customer calls are some indications. Make sure you are satisfied with the call agent performance.
Call Center Agents chosen language
The call center agents language is crucial to your company. If you have Spanish-speaking customers, make sure that your call center handles Spanish language. You see, you could lose business if the call center could not process Spanish language. The same thing goes for English-speaking customers.
There have been reports where English speaking customers get frustrated when speaking to call center agents that hardly know, much less speak, the English language. This discrepancy could have disastrous effects on your business. To avoid it, make it your priority to seek only a call center that fluently speaks the language of your customers.
Does Your Staff Need Call Center Agent Training?
Call center today are no longer driven just by efficiency but more importantly about delivering effective customer service to company which have outsource their client support and the key to it is measured by such as customer loyalty, retention, service levels. Research studies has shown 62 per cent of consumers that call center handled, would stop using a company goods or services if they had a bad experience.
From the same research studies, 92 per cent of consumers form an opinion about a company image through their interaction with their call center and customer satisfaction is defines by this group is the ability to resolve a problem or offer a satisfactory solution at first contact when he or she call in for help.
Call center have always played a significant role in business with their ability to influence the relationship between a company and its customer. Many businesses believe it is critical to their overall success as it benefit from less time spent on customer support.
With customer base becomes more tech-savvy, knowledgeable and communication technologies such as the telephone, Internet, email and SMS become more prevalent, call centers must be able to leverage on these technologies to best serve their customer.
The Web is another important technology and place for customer support, research and online feedback. Nevertheless, the call center sites must focus on the customer and proper use of important data gathers from the Web. It is also a good idea to add a link from the company "Contact Us" web page to a list of frequently asked questions as one in four users checked the FAQs before submitting a question.
With unified communications, call center agents will be able to receive queries from these separate media contact and have them presented in an integrated format on their computer screen. This way, all enquiries can be addressed in the shortest possible time, increase resolution at first contact and productivity.
Instant messaging which is already a popular social tool for the younger generation. Although is not deployed yet by call centers, it is another example where companies should be ready to embrace such business-to-business tool.
Call center must always remember that your clients, the company that outsource their customer support are the ones who pay you. Look after the hand that feeds you and it will look after you too.
On the other hand, companies that outsource their customer support to call center, keep in regular contact with your clients, particularly the top 20 per cent - both current and past who have provided you with the most incomes. Give them a monthly "how are things" call without trying to sell them anything and thank them for their business. Keep in touch with the others 80 per cent via newsletter, email or greeting cards.
Do what many company people in business don't do. If you consistently make the extra effort, you will continue to get repeat business or more referrals.