Handling all your inbound business calls internally can be a drain on time and resources. Using a call center is often a better choice for many companies. Here’s 5 reasons why.
Phone calls are the Wild Card of running any business. You are either fortunate and draw a great opportunity, or you wind up pulling a dud that just steals time, energy and focus from far more important tasks. However, even those time sucking calls are crucial chances to provide great service. This is why it is critical to carefully develop a strategy around how you prioritize and handle your calls. For many businesses who have done the math, setting up processes that can be handled by trained phone agents at a call center that acts as an extension of your business is clearly a better choice than keeping the distraction alive in the office.
Perhaps it is time you considered doing this for your own business. To make this decision easier, we have put together a list of the top 5 reasons our clients say it is better to outsource and use a call center than to handle calls yourself or hire an internal resource to do it for you.
5 Reasons A Call Center Is A Better Choice Than Taking Calls Internally
1. Total Availability: Answer Calls 24 hours a day, 7 Days A Week
With our large pool of highly-capable, well-trained call center agents working around the clock, you will never have to worry about things like employees calling out sick, restricting phone hours to match only the times you or your team can personally be at the office, or missing calls when multiple customers call in at the same time. With a quality call center team backing you up, you’ll be able to rely on a team of professionals dedicated to handling the unique customer base of your business during the hours that are most convenient for THEM. Never miss a call again.
2. Affordable and Flexible Pay-As-You-Use Pricing
Employees are easily among the highest costs of running any business. Beyond cost, it is not always possible to ensure you are getting the most value you can out of every working hour that you pay an employee. A good call center partner only charges for services and time that you actually use. This means you aren’t paying some blanket salary in the hopes that you get a return on your spend. Instead, you are investing a precise amount for a specific service that is provided and nothing more. Get more done while spending less.
3. Co-Created Customer Support Flow Script & Instant Reporting On Priority Calls
You gain the valuable benefit of working one-on-one with your call center client support rep to co-create a customer support flow script that can help shape customer interactions into a standardized process. Your script can continue to grow and evolve as the needs of your customers and requirements of your business grow. By choosing a select set of rules, you can also customize which calls are a priority, who receives message notification, and whether those messages are delivered via text, email, call, or however you choose. Take the guesswork out of customer support and let yourself comfortably rely on proven processes.
4. Quality Control At Your Fingertips
Advanced call centers offer access to listen to call recordings between agents and your customers. Unlike having an employee answer the phone in your office and only being able to hear one side of the conversation, you have direct access to a proprietary call handling platform which allows you to hear both sides of any call. See how well your customer receives responses from agents and make suggestions as you see fit for future calls, and tweak your customized script as needed. Take advantage of complete transparency and use any call as a chance to seek opportunities for improvement.
5. Enhance Internal Focus
Your business exists to serve a unique purpose or solve a specific problem. If your goal is to do this as effectively and efficiently as possible, you cannot afford to spend precious time, energy, focus, and employee attention on every incoming call. Luckily for you, handling these calls effectively and efficiently IS the specific problem an experienced call center partner is designed to solve. They do what they do best while you stayed focused on what makes your business unique and successful.
There is no better time than now to stop letting calls steal precious time and resource from your business. While each call is important, it’s a smart business decision to outsource that function of your company and focus your resources on what you do best. Contact an onboarding agent today and see how easy it can be to get things started. To get a taste of what our services are like, contact us today for a free consultation!