Your business is growing and so are your base customers. Customers no longer come from your neighborhood or from one city, but are now spreading
across state borders and countries. Your staff experiences a large influx of phone calls. The company’s phone lines are gradually congested. Customer
transactions suffer because they could not reach your office. As a manager, you know you need to implement solutions quickly or your business will suffer.
Under these circumstances, it is time for you to switch to call center services.
A call center equipped with the right call center software offers the following essential benefits:
1.)IMPROVE CUSTOMER RELATIONSHIP
Because callers can connect directly to your office, they can take care of business without waiting. It eliminates wasted calls. It gives you
customers quickly access the information they want and thus results in a better relationship with them. And too often, because customers can reach your office
immediately, it improves their perception of your business. You get more customers, more deals, more revenue.
A call center allows employees to handle more customers at a given time.
Richard Burgess, CEO of a large pharmaceutical company, can confirm this. “The rapid growth of our company means that more and more doctors are requesting a prescription
drugs and customers requesting product description. Our employees cannot handle this increasing number of callers. A call center service solved our dilemma.
Now our staff can answer the growing calls and provide the necessary services in less time, satisfying the customers. This translates to a greater overall
With a call center that has the right call center software, the same number of employees can handle more calls. Sarah Danitz, an insurance company
manager, has this to say: “We would have incurred major overheads if we hired additional staff to handle incoming calls. Instead, we turned to
call center. It satisfies our demand. And in the long run we have been able to save money.”
As you can see, you don’t need to hire additional staff or install additional phone lines to meet call volume.
In a regular help desk, your office cannot keep track of how many calls you receive each day, how many of these calls were handled positively, how many
callers turn away, etc. A call center makes these statistics available so you know what steps to take to improve your business.
“We’ve had no interest in our calls in the past,” said Chris Laverdale, owner of a Michigan farm equipment company. ” But with a call center that gives us
With this data, we see some patterns and look for ways to improve. These call center stats are very helpful.”
5.)BETTER TREATMENT OF OFFICE COMMUNICATIONS
In addition to handling live calls, a call center can also process emails. In addition, it can fax, web-based inquiries, webcam conferencing, Instant
Messages and other means of communication for the company.
” Our struggling staff can barely handle the number of calls we receive and we barely have time for incoming emails. A number of deals were lost
because we neglect emails. But now we know better. Our call center with excellent call center software handles our calls and emails. now we
receive favorable business transactions from these emails.”
These are just some of the many benefits your business can enjoy from a call center.