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.
Call Center - Steps in Coaching Call Center Agents
One of the chief complaints heard by consumer experts these days is the lack of quality customer service available to them. Unavailable or poorly trained staff have been cited as two of the more egregious annoyances experienced by customers, a problem that isn't about to go away any time soon. For companies seeking to hire and retain quality workers they are faced with a double dilemma: finding competent staff to serve their customers and justifying the funds to pay and house employees.
Fortunately, there is another option worth exploring: virtual office support. Yes, by selecting a virtual office contact center companies are able to save money and still offer the professional services their customers deserve. Please read on to learn how businesses are saving thousands of dollars per month thanks to the services provided by one phone system provider.
Virtual customer service is loosely defined as a tool whereby businesses can utilize the expertise of human staff without the extensive overhead normally incurred. When it comes to a company's traditional phone system, one or more staff would usually need to be present on site during regular working hours resulting in labor and facility costs incurred. Add these costs to the price of the phone system and most businesses would find themselves paying thousands of dollars monthly for this service, no minor charge particularly for small businesses.
Thanks to the rise of the internet, phone calls can now be routed by means of VoIP (voice over internet protocol), saving customers money. For example, the Packet8 Virtual Office provides a hosted iPBX solution which reduces telecommunication costs dramatically. Add in the virtual call center option and deeper savings can be realized.
With a virtual call center option selected, companies can utilize off-site staff without worrying about training costs, salaries, sick days, holidays, office rental, and other expenses. This option is particularly attractive for companies with offices or personnel scattered across the country, indeed the world. No need to set up a brick and mortar office simply to house a telephone operator and equipment -- with many providers the equipment and the call center is remote and handles all calls as required. You share personnel without incurring all of the expenses and headaches of managing staff.
Some service providers even take the virtual call center option one step further by offering email and web chat capabilities that expand the ways customers can contact your business. Granted, for some of your customers phone access will suit them, but for others email or chat access would be preferred, if available. Now, you can have more options to stay in touch with your customers, services that can give you a leg up on your competition.
With a virtual call center in place, you can manager your customers through online tools that provide contact information and real-time reporting. What's more, this system is fully scalable to fit your company's specific needs and not to be subjected to some generic "one-size fits all" plan.
Yes, the 21st century is bringing more choices to companies designed to help them save money. With a virtual customer service solution added to your robust business VoIP plan, your customers will no longer complain about inadequate service and your accountant will be pleased to see the savings in telecommunications and personnel expenses.